What is your return policy?
Please be advised that all items purchased during our special site-wide and clearance sales are non-refundable.
However, received items with damaged products (unused and in the same original packaging) are eligible for return and we will provide store credit or exchange only. Credit or exchange requests will only be honored within 90 days of placing your order. Store credit discount codes cannot be retro-applied or stacked. You will also be responsible for covering the shipping cost when sending the product back to us.
Important: Please note any return will incur a service fee of $59. This fee will be charged for repackaging, quality check and restocking to our warehouse.
I received the wrong item
Please email us at [email protected] and we will send out your replacement immediately.
What do I need to do to return and exchange my Item?
We are happy to process a replacement provided that:
1. The item must be unused and in the same condition when you received them.
2. The item is returned including the tags and the original items came with it.
3. The customer returns the product with tracked insured shipping at the customer’s expense.
4. The return tracking code and image of the packing slip is secured to be shared with us.
5. It must also be in the original packaging.
On successful delivery and inspection of the product by Louis Wong™, you will be provided a store credit minus the shipping fee so you can place your order again.
My order arrived damaged
Did your item arrive damaged or different from your order? Please email us at [email protected] and we will send out your replacement immediately.
If you would like to proceed with a return, please refer to the procedures below:
1. Within 30 days of receiving the product contact us with a photo or video explaining the issue and whether you want a return or replacement.
2. We will review the claim and contact you if we need more information.
3.If approved, we will provide store credit or resend the item, you may also be asked to return the product.
4. Customers will only be charged once for shipping costs (this includes returns)
5. No-restocking to be charged to the consumers for the return of the product.
My order has not arrived yet and I want to cancel my order
Due to high volume of demand and for better logistics efficiency, our products are shipped from different warehouses in over 5 major countries. Due to this, our shipping and delivery time varies greatly depending on your location.
We are able to guarantee our dispatch dates within 10 business days (average around 5 business days) but cannot guarantee the exact shipping date.
IMPORTANT: We do not offer refunds because of shipping delays, as there are sometimes unforeseen circumstances that may occur during the transit of your order which most of the time, we do not have control of. Also, please note that there may be significant delivery delays due to limited flights, social distancing requirements and increased parcel volumes during this time of the pandemic. Thank you for your patience and understanding during this time.
Where should I mail my authorized return?
IMPORTANT: Kindly contact our customer service at [email protected] to provide notification prior to initiating an item return.
4380 No.3 Road, Parker Place
Richmond, British Columbia
To get assistance on returning an item from UK and other countries, please send us an email so we can assist you.
Will you handle the return shipping fee?
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Depending on where you live, the time it may take for your exchanged product to reach you and it may vary.
If you are shipping an item over USD$20 you should consider using a trackable shipping service or purchasing a shipping insurance. We don’t guarantee that we will receive your returned item.