At SoftTouches (https://softtouches.shop), we want you to be fully satisfied with your purchase. If for any reason you are not completely happy with your order, we are here to assist you.
1. Returns
We accept returns on most items within 30 days from the date of delivery. To be eligible for a return, the following conditions must be met:
- The item must be in its original condition, unused, and with all original packaging.
- The item must be returned within 30 days from the delivery date.
- Proof of purchase (order number, receipt) is required.
2. Non-returnable Items
The following items are non-returnable:
- Items that have been used or washed.
- Items that are damaged or altered after delivery.
- Gift cards or promotional items.
- Items marked as final sale or clearance.
3. Refunds
Once we receive your returned item, we will inspect it and notify you about the approval or rejection of your refund. If approved, a refund will be issued to the original payment method. Please note that shipping fees are non-refundable.
- Processing Time: Refunds will be processed within 7-10 business days after we receive and inspect the returned item.
- Shipping Costs: Shipping costs for returning an item are the responsibility of the customer unless the item was damaged or incorrect upon delivery.
4. Exchanges
If you would like to exchange an item for a different size, color, or product, please follow the same return process. Once we receive your return, we will process your exchange request as quickly as possible.
5. How to Return Your Item
To initiate a return, please contact us at support@softtouches.shop with the following information:
- Your order number.
- The item(s) you wish to return.
- A brief description of the reason for return.
We will provide you with return instructions and a shipping label, if applicable.
6. Damaged or Incorrect Items
If you receive a damaged or incorrect item, please contact us within 7 days of receiving your order. We will arrange for a return and refund or exchange at no additional cost to you.
7. Contact Us
If you have any questions or need assistance regarding returns or refunds, please contact us at:
SoftTouches
Email: support@softtouches.shop
Address: Lot Ao Sen 1, Tan An, Nghia Lo, Yen Bai, Vietnam