Returns

Kemi Telford accepts returns for unworn and undamaged items purchased on our site.

Please inform us via email at help@shandongchuguan.com of your wish to make a return. Upon receiving your email, we will endeavour to reply within 24 hours.

We will offer an exchange or refund if you inform us within 14 days of receiving your goods. We will then give you another 14 days to return the goods back to our warehouse. In order for us to process your returned goods swiftly, please include a note with your order number and whether you would like an exchange or refund. If you wish to exchange your items, please specify which product, colour & size you would like. If you return the goods within 15 and 28 days of informing us we will give you a gift card. Your exchange, refund or gift card will be processed within 14 days of us receiving your goods.

We will offer you a gift card if you inform us within 15 and 28 days of receiving your goods. We will then give you another 7 days to return the goods back to our warehouse. In order for us to process your returned goods swiftly, please include a note with your order number. Your gift card will be processed within 14 days of us receiving your goods.

Please do not send items back to us until you have notified us of your wish to do so.

We will not reimburse you for any delivery or other costs that you incur in returning the goods to us. However, if your item is faulty, we’ll send a pre-paid envelope to you so that you can return it back to us. Orders may be returned using any postal method of your choice, at your expense. We are not be responsible for items lost while bring returned.

Please handle all items with care. Items must be returned to us intact, undamaged and as soon as reasonably possible. When trying on clothing please do not use unnecessary force and ensure you are not wearing make-up, perfume/aftershave or deodorant which may leave a scent or marks. We will be unable to accept the return of any items where these instructions have not been followed.

Please be sure to return your items in the same condition as you received them. Items that come in cloth pouches must be returned in the pouches. If our items come back looking worn (eg. screwed up in a ball) we will assume they have been worn and won't be able to process a refund or credit note.

Please note that all jewellery is non-returnable for hygiene reasons. 

All items that are returned or exchanged must be unworn and in their original condition, including any packaging. If any item is damaged, soiled, perfumed or altered will not be accepted and will be sent back to you.

Incorrect Items

From time to time,  we will make mistakes when sending out your order, but we will do our best to sort them out quickly. If we have sent you an incorrect item please email us your order number at help@shandongchuguan.com

Faulty Items

If you have received a faulty item, we are so sorry! We try our best to check every item before sending them out to you. Please contact us within 72 hours to inform us and we will advise you on what to do: help@shandongchuguan.com

Return of Incorrect or Faulty Items

If you are returning incorrect items or faulty items, we will reimburse you for the postage charge. Please use 2nd class post signed for (and not special delivery or a courier) and always get proof of postage and a receipt.

FAQs

Can I exchange my order for completely different items? If you would like to exchange for items with exactly the same value, that's fine - please email help@shandongchuguan.com within 14 days of receiving the items to arrange it.

Can I exchange my order for items of a different value? No. In this case, please request a refund (see above), and re-order. We will refund your original purchase as soon as we receive the goods back.

How long will it take to send out my exchange items? We receive returns daily, Monday – Friday. We aim to process them within 14 days of receipt, although it can take longer during busy periods such as Christmas and sale.

I am outside of the EU, will I be charged tax or duty on my replacement item? We will mark all replacements as ‘exchange’ or ‘replacement’ with ‘no commercial value’, on the basis that you have already paid taxes on the original order. If your local authorities request taxes on the replacement item, we ask that you dispute these charges with them directly.