FAQ - Returns and Exchanges

   

   

Q: What should I do if there is a defect in the item?

Please kindly contact us here and we will rectify the issue the soonest.

Q: What should I do if I receive an incorrect item?

Please kindly contact us here and we will rectify the issue the soonest.

Q: What should I do if I am missing an item upon delivery?

We are sorry for the inconvenience caused, please kindly contact us here as we will rectify the issue the soonest.

Q: Do you accept returns?

We apologise that returns are strictly not allowed for change of designs.  All returns are applicable for size exchange & return need to be confirm/completed within 7 days from the day you received the parcel. No extension will be given.

Q: Why hasn’t my return/refund been completed yet?

Seira Elves team need 2-7 working days to process all requests and we seek your understanding while we verify if the return/refund is approved.

Q: Can I return items I’ve bought with a gift voucher?

Items bought with gift vouchers can be exchange. If you’ve received a defective item or would like to do a sizing exchange, contact us here with your order number within 7 working days of receiving the item(s) and our team will advise if a return/exchange is applicable.

Q: I returned an item and it was incorrectly refunded or replaced.

Please contact us here and we will rectify the issue the soonest. We apologise for any mishandling of the orders.

Q: Do you refund postage fees if I return something?

Postage fees for defective items only will be reimbursed.

Postage fees for size exchange/item returns will not be reimbursed.

Q: I’ve bought a gift voucher; can I cancel or return it?

Gift cards are non-exchangeable and non-refundable.