At ACETATE, we strive to ensure your satisfaction with every purchase. However, we understand that there might be instances where you need to ret where you need to return or exchange items. Please take a moment to read our Returns and Exchanges Policy below to understand the guidelines and procedures.
1. Eligibility for Returns and Exchanges:
- Items must be returned or exchanged within 3 days from the date of purchase.
- The item should be in its original condition, unworn, unwashed, and with all tags and labels attached.
- For hygiene reasons, undergarments, swimwear, and earrings cannot be returned or exchanged, unless they are damaged or defective.
- Items purchased during clearance sales, promotional events, or with discounts exceeding15% are considered final sale and are not eligible for return or exchange.
2. Damaged or Defective Items:
- If you receive a damaged or defective item, please contact our customer service within one day of receiving the item.
- Provide clear photos of the damaged or defective area to expedite the process.
- We will offer a replacement for the damaged or defective item, subject to availability, or provide a refund.
3. Return Process:
- To initiate a return, log in to your account on our website and go to the "Order History" section.
- Select the order containing the item you want to return and follow the instructions to generate a return request.
- Once your request is approved, you will receive an email with detailed instructions on how to return the item.
- Pack the item securely, include the original packing slip, and affix the provided return label.
- Drop off the package at your chosen shipping carrier"s location.
4. Exchange Process:
- To initiate an exchange, follow the same process as for returns and indicate your desire to exchange the item.
- Specify the size, color, or alternative product you wish to receive as an exchange.
- Exchanges are subject to availability. If the requested item is not available, we will process a return instead.
5. Refund Process:
- Refunds will be issued to the original payment method within 6 business days after we receive and inspect the returned item.
- Shipping charges are non-refundable, unless the return is due to a mistake on our part.
6. Return Shipping Costs:
- Customers are responsible for return shipping costs unless the item is damaged, defective, or an incorrect item was shipped.
7. International Returns and Exchanges:
- International customers should follow the same guidelines for returns and exchanges.
- Please note that return shipping costs, customs duties, and taxes are the responsibility of the customer
- 8. Contact us