RETURNS & EXCHANGES
Important: We want you to feel completely comfortable and assured when shopping with Sipwol. That's why we offer a 30-day return and exchange policy. If you are not satisfied with your purchase for any reason, you can return or exchange the item as long as it is unused and in its original condition. Please contact us within 30 days from the date of delivery to proceed.
RETURN & EXCHANGE CONDITIONS
- Prior authorization is required for all returns. Unauthorized returns will not be accepted.
- To be eligible for a return or exchange, the item must be returned within 30 days of the delivery date.
- All items must be returned in their original, unaltered condition and must be free of any damage, scratches, or signs of wear.
- A tracked shipping method is required for all returns and exchanges. Returns without a valid tracking number cannot be processed.
- The return of any promotional gift is required. The retail value of any non-returned gift will be deducted from the refund amount.
- For exchanges or resizing services, a remote area surcharge may apply depending on your delivery address. We will always notify you of any additional charges in advance and obtain your confirmation before proceeding.
NON-REFUNDABLE ITEMS
- Final Sale items are non-refundable, non-exchangeable.
- Due to their custom-made nature, "Design Your Own" items (including your customized packaging and logo design) are non-refundable. Please note that any exchange request will incur a 35% restocking fee.
- Items without product tags or those that have been used, damaged, or altered are non-refundable and will be returned to the customer at the customer's shipping expense.
ABOUT REFUNDS
- Returns will be processed within 5 days of receiving the package. Refunds will be returned to your original payment account within 7 days.
- If your order qualifies for our free shipping service, we will issue a full refund once we receive the returned items. Please note that any additional shipping fees paid for delivery services are non-refundable.
Sipwol will reimburse customers for $10 return shipping costs in the form of a store coupon in the following circumstances.
- Customer received the wrong item.
- The item is broken, defective, or has an incorrect. (For broken or defective items, customers must contact Sipwol within 48 hours of receiving their order.)
When it comes to exchange, customers will be charged $10 for the exchange shipping fee via PayPal under the following circumstances.
- Customer ordered the wrong size.
- Customer does not like the item in person.
SELF-SERVICE RETURNS AND EXCHANGES GUIDE
- Step 1: Log in to "My Account". If you are purchasing as a guest without a registered account, please Contact Us directly.
- Step 2: In and go to “My Orders” on the dashboard to select the item(s) you want to return.
- Step 3: After sending your package out and send tracking info（tracking number and shipping courier）to smart@sipwol.com
- Step 4: Package received and inspected by Sipwol.
NOTE: Please do not send returns to the address on the package. That is not our return address and will affect the processing of your return.
ORDER CANCELLATION POLICY
Customized product orders may be cancelled by contacting customer service within 12 hours of payment completion. However, as all custom products are typically scheduled for production within this 12-hour window, cancellations made thereafter will incur a 25% material and processing fee. You are welcome to Contact Us if you have questions before placing your order.
NOTE: Once your order is dispatched, it cannot be canceled.
