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Customer Service

We take pride in offering eco-conscious fashion with customer service that’s as thoughtful as our designs.

At Colly, we are committed to delivering high-quality, sustainable fashion products and ensuring a seamless shopping experience. To guarantee our customers' rights, we implement the following return and exchange policy

Applicable Cases for Returns and Exchanges

  • Defective Products: If the product has manufacturing defects (sewing issues, material problems, or design flaws that do not match the description), Colly will offer a replacement or full refund.

  • Wrong Item Received: If customers receive the wrong product (incorrect color, size, or style), Colly will exchange the item free of charge.

  • Change of Size or Style: If customers wish to exchange for a different size or style, we offer the first exchange for free. Subsequent exchanges will incur shipping fees.

Conditions for Returns and Exchanges

  • Products can be returned or exchanged within 30 days from the date of receipt.

  • The product must be in its original condition, with tags intact, unused, unwashed, and without any signs of damage or alteration.

  • Products purchased during special promotions or "clearance sales" are not eligible for return or exchange.

  • Customers must provide a receipt or order confirmation when requesting a return or exchange.

Return and Exchange Process

  1. Contact Colly’s Customer Service via email or hotline to inform us of your request for return or exchange.

  2. Provide your order details, photos of the product (if defective), and the reason for the return or exchange.

  3. Pack the product carefully along with the receipt or order number and send it back to Colly's warehouse.

  4. Once the product is received and inspected, Colly will proceed with the exchange or refund within 7-10 business days.

Refund Policy

  • In case of a refund, Colly will reimburse the full cost of the product (excluding shipping fees) through the original payment method used by the customer.

  • The refund process may take 5-15 business days, depending on the customer’s bank.

Shipping Fees

  • Colly will cover all shipping costs for returns or exchanges due to defective products or incorrect orders.

  • For exchanges due to personal preference (e.g., size or style change), customers will bear the cost of shipping.

Đổi

We hope this policy provides our customers with the best possible experience when shopping with Colly. If you have any questions regarding our return and exchange policy, please contact us via hotline or email for prompt assistance.

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