If your order has been paid and you need to change or cancel it, you must contact us within 12 hours with your 4-digit/5-digit order number. Once the packaging and shipping process has started, it can no longer be cancelled. As we have released the funds to our warehouse(s) after that time frame, we cannot cancel orders after 12 hours.
BT21 Baby Bluetooth Microphones and official albums cannot be cancelled once the order is placed as we immediately make payment with the warehouse in Korea. We do not accept returns and/or refund requests for these items.
Returns and Refunds
We have a 14-day return policy, which means you have 14 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 firstname.lastname@example.org.
We will send you instructions on how and where to send your package. Once you confirm that you would like to proceed with a return and have received instructions from email@example.com, the return has to be done within 4-5 days for customers to receive a full refund e.g. if we send you the instructions on 1 January, the parcel has to be dropped off by 5 January. Please send over the tracking details once you have dropped off the item. If you have not contacted us with the tracking details by then, the request will be nullified. This is according to our warehouse's T&Cs.
Returns must be sent via tracked/registered mail only. Items sent back to us without first requesting a return will not be accepted. The refund will be processed within 14 days of receiving the returned package back at our warehouse in China/Korea (depending on where the item was dispatched from).
Please note that customers will bear the international shipping cost of the return. This generally ranges from USD$5 to USD$30 depending on the weight of the item and the carrier. This charge applies to item exchanges as well.
We want to make your satisfaction as #1 priority. Therefore, you can request a refund or re-shipment for ordered products if:
- you do not receive them within the guaranteed time (60 days from dispatch)* **
- you receive the wrong item
- you do not want the product you have received (but you must return the item at your expense and the item must be unused)
We do not issue the refund if:
- your order does not arrive due to factors within your control (e.g. providing the wrong shipping address, parcel returned to sender after failed delivery attempts despite store's communication with customer)
- your order does not arrive due to exceptional circumstances outside our control (e.g. not cleared by customs, delayed by a natural disaster)
- you do not receive your order due to your own refusal to pay for local import duties and/or other relevant taxes
- the parcel is lost, as we are already using registered/tracked delivery to send out parcels
*This only applies to items that are not on pre-order. Items on pre-order follow a separate timeline.
**You can submit refund requests within 15 days after the guaranteed period for delivery (60 days from dispatch) has expired. You can do it by sending a message on Contact us page.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
If you get in touch with us more than 14 days after successful delivery of the parcel, we will not be able to do the necessary refund and exchange/refund. This is due to the warehouse's own policy.
Contact firstname.lastname@example.org if you have any questions.