30-Day Return & Refund Guarantee

Items purchased on Koyye can be returned/exchanged within 30 days from the delivery date.

Situations When We Refund

①Return Reason

1.On customer's duty:

If the return is due to personal reasons, the return freight should be borne by the consumers which is based on the express company you choose.

Note: On customer's duty, customers will be responsible for the return shipping fee and then we can arrange an exchange or refund(not include the original shipping fee).

 2.On Koyye'sduty:

Koyye will be responsible for any faulty, damaged, broken, defective, soiled or wrong items, incorrect size(size mismatch exceeds 3cm/1.5 inch) and wrong color items. 

Please send us a clear picture of the problem, after confirming it is our fault, we will arrange a refund of product price or exchange the item to customers.

 ②Return Address

Please do not send your return to the address on your package.

That is not our return address and will affect the processing of your return.

③Return Conditions:

  1. Items to be returned must be unworn, unwashed and with original labels attached to original packing.  
  2. Due to hygiene reasons, we cannot offer refunds or exchange on: Accessories, Jewelry, Earrings, Lingerie, Bodysuits, Underwear, Sleepwear, Swimwear, Beachwear, Sports braunless the items are defective.

Return Process

1. Please include the following information in the return package :
① Order number and product SKU of the item(s) you want to return.
② Shipping label (outside the package).
③ Reasons for return.

Please E-mail and show the item of the problem to us, for example, show the photos of item(s)quality-related issue or wrong size to us by e-mail.
We will refund you after we have received your package and inspected it.

2. Return information
Please contact us before returning any item for a refund. We will not accept items sent back unless you have already arranged to return them to us. If we approved your refund request, please send the item back with the return information

Contact us: https://www.koyye.com/pages/customer-service

Note: Please do not send your return to the address on your package because that is not our return address. We are not able to receive your returned package in this case, which leads to the failure of refund.

3. Return Announcement
① Please contact us no later than 30 days after you have received your order.
② Please send the item(s) back to us through a local post office instead of express services like DHL, UPS, TNT, and FEDEX. By choosing one of the above-mentioned fast delivery options you might incur in import taxes and the delivery might be delayed due to the customs clearance process. We will only arrange a replacement or issue a refund after we receive and inspect the returned item.
③ Once your returned item has been received, and it complies with our returns policy, we will issue a refund to you through the payment method used at the time of purchase.
④Please allow 2-3 weeks from the time you mail your return for it to be processed. We will send you an email once your return request has been successfully processed.

 When will I receive my refund?

Once we receive the returned items, we will process the refund. The exact date of the refund arrival  will depend on your payment method.

If you paid by Paypal, it usually takes 2-3 business days to receive the refund.

If you paid by Credit Card, it usually takes 7-14 business days to receive the refund.

An email will be sent to you once the refund has been processed. Please kindly noted that we are unable to control the speed of the refund arrival.

What should I do if my refund is incorrect?

We're really sorry if we've made a mistake with your refund! However, there is a situation that may affect your refund amount:

The delivery charge, which is only refunded for canceled orders before shipment.

If it is not the above situation, please contact our Customer Service Team and we'll try and sort it out for you as soon as possible.

What if I received a wrong/defective/stained item?

As soon as you discover a wrong/defective/stained item, please contact our Customer Service with:

1) The order number

2) The item's name or SKU number or pictures

3) A description of the problems and some clear pictures

We'll get back to you as soon as we can.

Contact us: https://www.koyye.com/pages/customer-service

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