Exchange
East Osmanthus hopes every customer is completely satisfied with their purchase. If, for any reason, a customer is not fully satisfied and wishes to exchange an item, East Osmanthus will be happy to assist. Please note the following conditions:
• The exchange request must be submitted and the item shipped back within 14 days of delivery.
• The customer should select a return method that provides insurance and tracking. East Osmanthus is not responsible for lost or stolen packages.
• Items must remain unwashed, unused, and in resalable condition, free of stains, pet hair, floor debris, or pin marks. Original tags must be attached; once the tags are removed, the item is no longer eligible for exchange.
Return address for exchanges:
EAST OSMANTHUS E-COMMERCE / RETURNS DEPARTMENT
BUILDING 1, JING’ER ROAD NO.40, LUOHU DISTRICT
SHENZHEN CITY, CHINA 518000
+86-199-2448-8460
How to initiate an exchange online:
1. Visit the order page.
2. Click Return.
3. Select the item and reason for return.
4. Upload the return label image showing the cost and tracking number clearly.
5. Click Create Return.
Additionally, the customer should notify East Osmanthus of the item they wish to receive as a replacement. Once the returned item has been received and inspected, East Osmanthus will ship the replacement immediately.
Exchange shipping costs:
• East Osmanthus will cover both exchange shipping costs for the customer’s first exchange. However, complimentary exchange service is only provided via Standard shipping, which typically takes 10 – 14 business days. Customers are kindly requested to notify East Osmanthus in advance if expedited delivery is desired for the exchange item. Upon request, the shipping method can be upgraded to express delivery, and the additional cost will be borne by the customer.
• For subsequent exchanges requested due to personal reasons ( such as size, color, etc. ), both shipping costs must be paid by the customer.
Return
East Osmanthus wants every customer to love their purchased items. If not, East Osmanthus will gladly accept returns under the following conditions:
• The return request must be submitted, and the item shipped back, within 14 days of delivery.
• The customer should choose a return method that provides insurance and tracking. East Osmanthus is not responsible for lost or stolen packages.
• The customer is responsible for return shipping costs, as well as any applicable taxes, duties, or courier fees.
• Items must remain unwashed, unused, and in resalable condition, free of stains, pet hair, floor debris, or pin marks. Original tags must be attached; once the tags are removed, the item is no longer eligible for return.
• Most returns are processed within 2 – 3 weeks, depending on the customer’s chosen shipping method. Additional delays may occur.
Return address for returns:
EAST OSMANTHUS E-COMMERCE / RETURNS DEPARTMENT
BUILDING 1, JING’ER ROAD NO.40, LUOHU DISTRICT
SHENZHEN CITY, CHINA 518000
+86-199-2448-8460
How to initiate a return online:
1. Visit the order page.
2. Click Return.
3. Select the item and reason for return.
4. Upload the return label image showing the cost and tracking number clearly.
5. Click Create Return.
Refund policy:
• East Osmanthus can refund only the item price and not the original shipping cost ( the cost of shipping from our studio to the customer’s address ).
• If the return is for personal reasons ( such as size, color, etc. ), the return shipping cost must also be paid by the customer.
• East Osmanthus will issue a full refund only if the product description on the website is inaccurate or if the product is defective.
• Refunds will be credited back to the customer’s original payment method, typically within 2 – 3 business days after processing. Depending on the customer’s bank or credit card provider, it may take up to two billing cycles for the refund to appear on the statement.
