Return Policy

Return and Refund Policy

 

We want every customer to understand our return process before placing an order. Please read this policy carefully before completing your purchase.


By placing an order, you confirm that you have read and accepted the return conditions described below.


 

 

1. Return Window

You may request a return within 30 calendar days after your order has been marked as delivered by the shipping carrier. Your approved return must also be shipped back to us within that same 30-day period.


A return cannot be requested before the order has been physically delivered.


To request a return, contact our Customer Support team at info@winslowbeverlyhills.com and include:


  • Your full name

  • Your order number

  • The product you wish to return

  • The reason for the return

  • Photographs or video when the item is damaged, defective, incorrect or materially different from the product description


Contacting us does not automatically approve the return. You must wait for written approval and the official return instructions before shipping anything.


 

 

2. Return Conditions

To qualify for a return, the item must be:


  • Unused and unworn, except for a reasonable fitting

  • Unwashed and unaltered

  • Free from stains, odors, damage, hair or other signs of use

  • Returned in its original condition

  • Returned with all original tags and labels attached

  • Packaged securely to prevent damage during transit


Trying an item on briefly is permitted. Wearing an item for an extended period, or using it outside the home, is not considered a fitting.


We reserve the right to refuse a return, or to reduce the refund, when the returned item does not meet these conditions, to the extent permitted by applicable law.


 

 

3. Ordering the Same Product in Multiple Sizes

We provide a size chart for our products and strongly recommend reviewing the measurements before placing an order. You are also welcome to contact our Customer Support team for sizing assistance before purchasing.


Ordering the same product in two or more different sizes for the purpose of trying them at home and returning the sizes that do not fit is not permitted.


Orders containing the same product in multiple sizes are not eligible for change-of-mind, preference-based or fit-related returns on the duplicate-size items, unless written approval was received from us before the order was placed.


This restriction does not apply when:


  • We or our supplier sent the wrong product or size

  • The item arrived damaged or defective

  • The item materially differs from the product description or published measurements

  • A return is required under applicable law


Selecting the wrong size when an accurate size chart was available is not considered a product defect.


 

 

4. International Return Address

Our products are fulfilled through international supplier facilities. All approved returns must be sent to our designated supplier return facility in China.


We currently do not operate a domestic return center in the United States.


The complete and correct return address will be provided after your return request has been reviewed and approved. The return address may vary depending on the product and the fulfilment supplier.


Do not send a return:


  • Before receiving written approval

  • To the sender's address shown on the original parcel

  • To an address found online, or used for a previous return

  • Without the required order number and return information


Items sent to an unauthorized or incorrect address may not be received and may not qualify for a refund.


 

 

5. Return Shipping and Customs Costs

For change-of-mind, preference-based, fit-related and customer sizing returns or any return , the customer is responsible for:


  • The full international return shipping cost

  • Tracking and insurance costs

  • Customs declarations

  • Import duties, taxes and handling fees

  • Any additional carrier or customs charges


We do not accept returns sent with unpaid duties, cash on delivery, or charges due on arrival.


The customer is responsible for selecting a shipping service that can successfully deliver the parcel to China and complete the necessary customs process.


Return shipping costs are not reimbursed unless we confirm in writing that the return resulted from a verified error by us or our supplier.


                                              We do not offer prepaid return labels. 



 

 

6. Tracked Return Shipping

All returns must be sent with a valid tracking number.


After shipping the return, please send Customer Support:


  • The tracking number

  • The name of the carrier

  • A photograph or copy of the shipping receipt

  • Your order number


The customer remains responsible for the return until it has been successfully delivered to, and accepted by, the approved return facility.


We cannot issue a refund for a return that is lost, delivered to the wrong address, rejected because of incorrect customs documentation, or that cannot be verified through tracking.


 

 

7. Damaged, Defective or Incorrect Items

If your order arrives damaged, defective or incorrect, contact us within 48 hours after the carrier records the delivery.


Please provide:


  • Clear photographs or video showing the problem

  • A photograph of the complete item, including the attached tags

  • A photograph of the packaging and the shipping label

  • Your order number

  • A clear description of the issue


The item must still be unworn, unwashed and in its original condition, with all tags attached, at the time you report the issue.


We compare your evidence with the order details, the product listing, the published measurements and our supplier's records. After verification, we may offer:


  • A free replacement

  • A corrected item

  • A partial refund

  • Store credit

  • Approved return instructions

  • A full refund, where appropriate


The appropriate solution depends on the verified circumstances. Our Customer Support team will not promise a specific outcome before the evidence has been reviewed and approved.


Minor differences caused only by screen settings, photography or lighting do not by themselves mean an incorrect product was delivered. Every genuine complaint about quality, materials or product description is investigated on the basis of the customer's actual concern and the evidence provided.


 

 

8. Delivery Times and Delays

Order processing: orders are processed within 1 to 3 business days after payment is received. Orders placed on a weekend or public holiday begin processing on the next business day.


Delivery: after processing, delivery takes 5 to 15 business days.


Total time from order to delivery is 6 to 18 business days. Business days exclude weekends and public holidays, so please allow for additional calendar days when ordering for a specific date.


Our items ship from international fulfilment facilities. Delivery estimates can be affected by customs clearance, carrier delays and peak periods.


If we cannot ship your order within this timeframe, we will contact you in writing with a revised shipping date. You may then choose either to accept the delay, or to cancel your order for a full refund. If we cannot provide a revised date, or you do not wish to accept the delay, we will cancel the order and refund you in full within 7 business days.


 

 

9. Cancellations and Order Changes

Cancellation, address-change, size-change and color-change requests must be submitted within 24 hours after the order is placed.


We will attempt to process the request, but a change or cancellation is not guaranteed until it has been confirmed in writing.


Once an order has entered processing, been fulfilled, or been transferred to the shipping carrier, it may no longer be possible to cancel or modify it.


An unfulfilled status alone does not confirm that an order has not entered processing. We must first verify the actual status with our fulfilment partner.


 

 

10. Incorrect or Incomplete Shipping Addresses

Customers are responsible for entering a complete and correct delivery address at checkout.


Address corrections must be requested within 24 hours after purchase. We cannot guarantee that an address can be changed once processing has started.


We are not responsible for delivery problems caused by:


  • An incorrect or incomplete customer-provided address

  • A missing apartment or unit number

  • An incorrect postal code

  • An unavailable recipient

  • Refusal to collect the parcel

  • Failure to respond to the carrier

  • Unpaid customer-side customs or import charges


We will still help investigate the shipment, but a replacement or refund is not guaranteed when the delivery issue resulted from information or actions outside our control.


 

 

11. Refused, Unclaimed and Return-to-Sender Parcels

Refusing delivery, failing to collect a parcel, or sending it back without approval does not count as an authorized return.


A refund can only be considered after the parcel has been successfully received, identified and inspected at an approved facility.


Actual shipping, carrier, customs or handling costs associated with an unauthorized return may be deducted from an eligible refund, to the extent permitted by applicable law.


 

 

12. Refund Process

Once an approved return has been received and inspected, we will notify you whether the refund has been approved or refused.


Approved refunds are issued to the original payment method within 14 business days after receipt, inspection and approval.


Your bank or payment provider may require additional time to display the refund. We do not control their processing time.


No refund will normally be issued before the returned product has been received and inspected, unless a written exception has been approved.


 

 

13. Refund Amounts

An approved refund covers the amount actually paid for the eligible returned item, after any discount applied to that item.


A refund is calculated on the product only. The charges below are separate from the product price and are not included in a product refund, unless applicable law requires otherwise or the return resulted from a verified error by us or our supplier:


  • Original shipping charges and expedited shipping fees

  • Shipping protection, where it was selected at checkout

  • Return shipping costs, customs duties, taxes and carrier handling fees


Shipping protection is an optional service that is only added when you select it at checkout. It covers your order during delivery and is used at the moment your order ships, which is why it is not returned as part of a product refund. If shipping protection was added to your order and you did not select it, contact us and we will refund it in full.


For bundle or quantity-discount orders, the refund may be recalculated on the products you keep. A discount that applied only because a larger quantity was purchased cannot be retained on a smaller quantity.


 

 

14. Replacements, Store Credit and Partial Refunds

Because our return facility is international, sending an item back can be expensive and inconvenient for the customer. For that reason we may offer a replacement, store credit or a partial refund as an alternative to an international return, allowing you to keep the item.


These alternatives are always optional. You may accept the offer, or decline it and proceed with a return under this policy. Declining an alternative does not affect your right to request a return under the conditions above.


When you accept a partial refund, replacement or store credit as the agreed resolution, that resolution will be documented. Duplicate compensation will not be provided for the same part of the order.


Accepting a solution does not remove any mandatory rights you may have under applicable law.


 

 

15. If You Are Not Satisfied With Our Decision

If you do not agree with the resolution offered by our Customer Support team, you can ask for your case to be reviewed by our management team.


Reply in your existing email conversation, write "Management review" in your message, and include your order number.


A member of our management team will then review the complete case — your order, the tracking history, the full correspondence and any evidence provided — and reply to you within 2 business days.


We would always rather review a case ourselves than have you take it to your bank. We can look at the whole order and offer solutions that a payment dispute cannot.


 

 

16. Payment Disputes and Chargebacks

We encourage customers to contact us first, so that we have a reasonable opportunity to investigate and resolve the issue.


If a payment dispute or chargeback has already been opened, the case must be handled through the bank and the payment provider. We cannot process a separate refund while a full chargeback remains active, as this could result in the same payment being returned twice.


If you withdraw the active dispute and provide confirmation, we can review whether the normal resolution process can continue.


We maintain records of orders, tracking, customer communication, refund offers, return instructions and accepted solutions for fraud prevention, payment-dispute management and legal compliance.


 

 

17. Return Abuse and Fraud

We may investigate or refuse returns involving suspected fraud or abuse, including:


  • Returning a different product

  • Returning a used, worn or altered product

  • False claims about damage or delivery

  • Repeated unauthorized returns

  • Tampering with tracking or shipping evidence

  • Claiming multiple forms of compensation for the same order

  • Ordering repeated sizes specifically to use the return process as a home-fitting service


Any decision will be based on the available evidence and applicable law.


 

 

18. Policy Version and Applicable Rights

The version of this policy in effect on the date of purchase applies to that order.


We may update this policy for future orders. Changes will not be applied retroactively to completed purchases.


Nothing in this policy limits consumer rights that cannot legally be excluded. Where applicable law gives you stronger mandatory rights, those rights apply.


 

 

19. Contact

For return and refund questions, contact:


info@winslowbeverlyhills.com


Please include your order number in all correspondence so that we can investigate your request accurately.