Returns & Exchanges
Customers may apply for a return or exchange within 30 days after receiving product(s). Refunds will be made by the same method you used to pay.
Please note: items marked “Final Sale” cannot be returned/exchanged.
Sale and promotional items are excluded and remain subject to our regular return/exchange policy.
We accept order cancellations before product processing. If the order is cancelled by that time, you will get a full refund.
If the product has already been shipped out, we will unfortunately be unable to cancel the order.
- All items must be returned in their original selling condition, without having been worn, washed or altered, and with all their tags still attached.
- All items must be returned with their original boxes.
- All items must be returned in one package.
- Return/Exchange shipments must be made using the same service as the original delivery.
- We can only accept returns/exchanges from the country to which an order was originally shipped, for example, orders delivered to the US must be returned from the US
- Customised items cannot be returned.
- The return/exchange is unfortunately not free of charge (import and shipping fees will be charged at your own expense).
- For hygiene reasons, underwear briefs, certain jewellery, make-up and skincare products cannot be returned. Swimwear briefs and swimsuits can only be returned if the sanitary liner strip is intact.
- Returns sent without our prior approval will not be accepted and may not be refunded.
- You are responsible for any return shipping costs unless the item is damaged or incorrect. If the item is damaged or incorrect, please pay the shipping costs, and then we will reimburse you these costs once we receive the item. We apologize for any inconveniences this may cause you.
- If you received a damaged or defective item, please email us a photo of the item(s) at [email protected] so we may verify the damage.
- If you received an incorrect item, please provide a photo of the item(s) incorrectly received. We recommend referring to your confirmation email to confirm that the item received does not match what was ordered.
- If an incorrect item or size was received, please be sure to properly indicate this in the form where required instead of in the notes section so your request can be efficiently and correctly processed.
iBentoy only accepts unused items with all tags or labels still attached. Returns sent in used or worn conditions will not be accepted and may not be refunded.
HOW TO RETURN AN ITEM OR AN ENTIRE ORDER?
Step 1: Please contact our Customer service team to start the return process with the following information:
- Order number
- Proof of purchase
- Video or photo of the faulty product
Step 2: Insert your receipt, along with the items, back into the original packaging.
Step 3: Fill out all three copies of the Returns Pro-Forma Invoice Form. Insert all copies in the transparent envelope and attach it to the package without closing it. These documents are required for customs, so please be sure to complete all 3 copies.
Step 4: Turn package over to the courier, after the courier has checked the return shipment, please close the package securely.
In case of a return, your refund will be credited to the original payment method. Shipping costs will not be refunded by shop-ibentoy in case of returns.
Once your package reaches us, please allow 30 business days (depending on peak times) for your return to be processed. If your return does not meet the conditions listed, the package will be sent back to you at your own expense. After the return is accepted, you will get a refund within 3-5 working days, and you will receive a confirmation email.
If items are returned back to us by the courier or destroyed due to an incorrect address, we can only provide a refund for the product’s price and not for the shipping fee.
We do not bear the round-trip shipping
If an item in your order was damaged in transit! Please send us an email at [email protected] with your order number, full name, and an image of the damaged item and we’ll be happy to help you!
Please contact customer service by email to obtain the return address
We’re available to support you via
Email: [email protected]
Service Tel: +8613656185117
We strive to respond to your questions within 24 hours.
Customer service chat hours:
Monday - Friday 10 am - 5 pm (Hong Kong Time)
Now available in English.