Return and refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at shopmosaiko@gmail.com
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at shopmosaiko@gmail.com
2. Is the return shipping free?
Return shipping is free on your first return for EVERY order within 30 days from the date of purchase.
When you apply for a return, you may be offered the opportunity to get a partial refund without returning the item(s). If you accept this offer, one free return will automatically be deducted from the number of free returns you have for this order.
If you have already returned items from an order and would like to return additional items from that same order, you can still do it as long as the 30-day window has not expired.
We recommend that you try to send back your return items in one shipment to avoid paying additional fees. This will likely also minimize the environmental impact of multiple returns.
For the second and subsequent refunds from the same order, you can use the return label we provide and pay a $2.50 shipping fee, which will be deducted from your refund.
3. How long do I have before making a return?
If an item is eligible for return and refund, you may return it within the return window of 30 days after the day of purchase.
You are required to send back your return package within 14 days after you submit your return request in the return window. You may not return an item after the 30-day window, calculated from the date of purchase.
8. Important Notice
I. The sender's address on your package is NOT the return address. If you send the return package to that address, the processing time for your return may be delayed. You should only send the return package to the address on the return label we provide.
II. Please make sure that you do NOT accidentally include any items in your return package that you do not wish to return. If you have accidentally included a wrong item, please contact Customer Service. We cannot promise that wrong items will be found and returned and we do not store or provide refunds for such items.
III. According to applicable laws, the customer has statutory warranty rights for a period of time from the delivery of the product to obtain the implementation of the legal conformity guarantee in the event of defects in conformity or hidden defects of the delivered products. In case of used goods the warranty period can be shorter. Please contact Customer Service if you have passed the 30-day window and encountered such a case.
If you have any questions about making a return or this policy, please contact our customer service.