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RETURN AND REFUND
Due to the particularity of your order, we hope you can understand that we do not provide return or refund service in this circumstance. if it is a quality problem, we support the exchange of goods.
QUALITY ACCEPTANCE AND PRODUCT MAINTENANCE
Product acceptance should be completed within 7 days after receiving the goods, and within this period, no acceptance problems are considered qualified. If there is a problem with the product, the details of the quality failure should be stated, and the corresponding evidence and product photos should be provided. If it is our quality problem, we will bear the return shipping cost and product repair cost.
| US | 3-5 Business Days |
| Canada | 5-8 Business Days |
| Australia | 10-15 Business Days |
| UK | 3-5 Business Days |
| Germany | 1-2 Business Days |
| EU | 8-15 Business Days |
| Japan, Singapore, Malaysia, Thailand | 5-7 Business Days |
| Other Asian countries and regions | 8-10 Business Days |
| Other Countries | 15-20 Business Days |
Note: Each of our pieces are handmade, we will send them out from our Asian studio when the local warehouses are out of stock. Any questions,please feel free to contact us at any time.
Shipping information
Usually, your order will be shipped within 24 hours. You orders will be delivered by a courier Monday to Friday.Please allow extra time for your order to be processed during public holidays and sale periods. Customs and Postal Service may also require extra time to work on the processing / delivery during peak season or before major festivals. Please also note that delays may occur as a result of pending payment authorizations.
**We do not ship on the weekend or banking holidays, so your order will be processed the next working day.
Customs Fees
We are not responsible for any import or custom fees associated with your order, please check with your country’s regulations to see if there will be any additional costs. This includes any import fees for orders sent with Free Express shipping.
Late or lost orders
When placing your order please make sure that you specify the correct delivery address as Coppertist.wu take no responsibility for missing parcels that have been sent to the wrong address or if requested to leave with neighbour or an outbuilding.
Any order discrepancies relating to missing and/or lost items must be reported to us in writing via email at info@coppertistwu.com. We cannot refund or replace lost items until 20 working days after the date of despatch (25 working days for international items).
Items not received but tracking shows they have been delivered
This may happen when items are sent to places of work. In some cases, your item might have been delivered to a post room or colleague within your company and someone else will have signed for it.
Please note we do not refund or replace items that are tracked as being delivered. For this reason, we always recommend that you get items delivered to a secure address.
Why was my order cancelled?
If your order was unexpectedly cancelled, chances are that our fraud filter marked your order as fraudulent. If you are sure that that is not the case, please ensure the billing address matches the payment method you are using, and checkout again. Alternatively, please order again with a Paypal account. If you do not have Paypal, you can easily sign up at www.Paypal.com.
Returns
We offer a 30 day exchange or refund guarantee. This 30 day window begins after an order has arrived with the customer.
Please note we are not responsible for paying any customs charges (import duty or tax) on any returns. You will be responsible for all costs and charges associated with returning your order. We recommend you return your order via a tracked shipping method, or request a proof of postage receipt, as we cannot refund/exchange lost returns.
Orders sent back to the warehouse after the 30 day exchange or refund window has passed will be returned to the customer.
How do I request an exchange or refund?
Please follow this link to initiate your return and follow the instructions that you'll then receive on email
To qualify for a refund or exchange:
Item must be undamaged and re-sellable
All tags and packaging must be included.
Items that do not meet these requirements are not eligible.
Exchange Policy
You may exchange your purchase within 30 days of the items arriving. Please note all items must be undamaged and re-sellable with original packaging in order to receive an exchange.
We will send the first exchange from our warehouse for free. For any subsequent exchanges, we will ask you to pay the cost of delivery.
Please note we are not responsible for paying any customs charges (import duty or tax) on any exchanges. You will be responsible for all costs and charges associated with returning your order. We recommend you return your order via a tracked shipping method, or request a proof of postage receipt, as we cannot exchange lost returns.
To qualify for an exchange:
- Item must be undamaged and re-sellable
- All tags, clips, and packaging must be included
- Items that do not meet these requirements are not eligible.
Refund Policy
We will refund your order to the original payment method once it has been processed at the warehouse.
Please be aware this can take 7-14 days after the order arriving. You will be notified once a refund has been made.
We are unable to refund purchases to a different payment method than the one used to purchase the items.
Additional costs
Please note we are not responsible for paying any customs charges (import duty or tax) on any returns. You will be responsible for all costs and charges associated with returning your order. We recommend you return your order via a tracked shipping method, or request a proof of postage receipt, as we cannot refund lost returns.
Faulty items
In the event you have received a faulty item, please contact info@coppertistwu.com within 30 days of the item(s) arriving. Please include the following information:
- Your order number
- Which item is damaged
- A description of the problem
- Photographic evidence