Return

Return

 

RETURNS & EXCHANGES


Customer satisfaction is our top priority, and as such we handle each query on an individual basis to the best of our ability. While we hope that you are delighted with your order, if you are not perfectly satisfied with your goods we will happily offer you a full refund. We offer free return for orders from Hong Kong.

 

International returns must be covered by the customer. We suggest using your local postal service or a courier:

  • Ensure your return is well packaged, and meets all the conditions outlined below.
  • Please mark 'Returned Items' on both your parcel and on all paperwork enclosed to prevent it incurring import charges and taxes.
  • Enclose the completed Returns form with your goods, and return to the following address: 

 

Rue Madame Web Limited

Room 1003-05, 10/F, Seaview Commercial Building

21 Connaught Road West

Sheung Wan

Hong Kong

 

Please read our return policy carefully to ensure you can proceed with your request as quickly as possible.

 

HOW TO RETURN AND EXCHANGE ONLINE 


1. For registered user, please login to your account, click “Return”, and “Request new RMA” to select the items you would like to return.
For guest user, please click the "Request RMA" link at the bottom of our homepage, insert your email and order number to request for a return.

2. You will receive a RMA ID in “My Account” for registered user or your e-mail account for guest user. Please write this ID number in the bottom field on the RMA form, which is enclosed in your parcel, and include this form in your return package.

3. If you would like an exchange, please mark down in the comment area in “My RMA” page and we will get back to you on the stock availability.

4. Please return your items in the original packaging to ensure they are protected during shipping. All return items must be unused, in their original condition and with product tags attached. Shoes must be returned in their original, undamaged box, and should also be protected by using the original outer box. We are unable to accept or exchange shoes with scratched or dirty soles.

5. For Hong Kong orders, please contact us via e-mail or phone call to arrange a pickup for your return package.

6. For international orders, returns will be borne by the customer. We suggest using your local postal service or a courier:

 

  • Ensure your return is well packaged, and meets all the conditions outlined below.
  • Please mark 'Returned Items' on both your parcel and on all paperwork enclosed to prevent it incurring import charges and taxes.
  • Enclose the completed Returns form with your goods, and return to the following address: 

 

 

Rue Madame Web Limited

Room 1003-05, 10/F, Seaview Commercial Building

21 Connaught Road West

Sheung Wan                                                                   

Hong Kong                                                             

 

HOW TO RETURN AND EXCHANGE IN STORE (ONLY FOR HONG KONG STORES) 


1. Log into your account, click “Return” and click “Request new RMA” to select the items you would like to return.
2. You will receive your RMA ID upon completion and mark down in Comments area if you would like an exchange and we will get back to you on stock availability in the selected shop of the items to be exchanged as soon as possible.
3. Please return your items in the original packaging to our ifc or Lee Garden store. All return items must be unused, in their original condition and with product tags attached. Shoes must be returned in their original, undamaged box, and should also be protected by using the original outer box. We are unable to accept or exchange shoes with scratched or dirty soles.

 

WHAT SHOULD I PREPARE FOR RETURN AND EXCHANGE?


Merchandise may be exchanged (subject to stock availability) or returned within 28 days of receipt of Merchandise provided that:

1. All tags, certificates, warranties, care instructions, product labelling, authenticity cards, extra buttons, hangers, dust bags and boxes (in the case of shoes) are intact and returned together with the Merchandise;
2. The original invoice is presented; in the case of returns or exchanges of online  purchases in Store, the credit card used to purchase the Merchandise must also be presented;
3. The Merchandise does not fall within the category of “Excluded Items” as defined   below;
4. The Merchandise is in Sellable Condition as defined below; and a completed returns form is presented.


For online purchases, international returns must be covered by the customer. We suggest using your local postal service or a courier while orders from Hong Kong must be via TGX. Customers will take full responsibility for the returns if they do not send the Merchandise via the mentioned couriers. Rue Madame reserves the right to refuse returns that are not made via the mentioned couriers.

“Sellable Condition” means that the Merchandise is still in its original packaging with the original labels, garment tags, price tags and return tags still attached; that the Merchandise is unworn, unused, unwashed, unaltered and in the condition originally sold (in the case of shoes that the soles are not scratched or dirty); and that the Merchandise is not damaged in any way.

The decision as to whether the Merchandise is in Sellable Condition remains within Rue Madame’s sole discretion and its decision shall be final.

For returns of online purchases, if Rue Madame receives a return that cannot be accepted, the customer has the option either to collect the Merchandise again from one of Rue Madame Stores or to have the Merchandise re-shipped to the customer at his/her sole cost.

 

OUTLET/SALE ITEMS


All on sale items cannot be refunded.

All final sale, outlet and special sale items cannot be refunded or exchanged.

 

REPEATED RETURNS


We offer a flexible returns policy to make your online shopping experience even easier. However, we do monitor the number of returns made and may refuse to accept orders at our discretion if goods are returned repeatedly.

 

EXCLUDED ITEMS


No return or exchange will be accepted for jewellery, vintage jewellery, underwear, hosiery, swimwear, legging, bespoke or made-to-measure Merchandise, custom orders, vintage Merchandise, unique or fragile Merchandise invoiced as “no refund” “no return no exchange”, Pre-sale, Outlet, items, Sale of Aged Stock Merchandise invoiced as “no return no exchange”, or perishable goods, including cosmetics, personal grooming products and fragrances that are not in Sellable Condition (specifically Merchandise in the cosmetics, grooming or fragrance category will not be accepted for return if the packaging has been opened), (the “Excluded Items”).

The only exception permitted in the case of Excluded Items is in the case of faulty or damaged items (“Defective Merchandise”). Merchandise damaged as a result of fair wear and tear will not be accepted as defective. If the Merchandise is determined to be Defective Merchandise, the customer will be entitled to repair or full refund. Please email us at customercare@ruemadame.com as soon as you discovered any defective items.

 

RETURN OF DEFECTIVE MERCHANDISE


Customers should contact Rue Madame in respect of any Defective Merchandise immediately by emailing the Customer Care team at customercare@ruemadame.com. Shipping, tax and duties’ costs on the Defective Merchandise will not be charged. Rue Madame reserves the right to request photographic support regarding Defective Merchandise before authorising a return. If requested, the Customer shall sign a waiver to indicate their acceptance that Rue Madame assumes no liability in respect of the Defective Merchandise but will present it for inspection to the Supplier or an independent third party for assessment. 

Refunds for the original purchase amount of the Defective Merchandise will be paid by Rue Madame on behalf of the Supplier of the Defective Merchandise directly to the customer, the original purchase amount will be credited back to the credit card used by the customer to purchase the Defective Merchandise. Cash refunds are not available.

 

REFUNDS


Refunds will be made for the original purchase amount, on presentation by the customer, of the original invoice within 14 working days of receipt of the Merchandise. Except for refunds for Defective Merchandise (see below Return of Defective Merchandise), all successfully  returned items will only credited to the account used originally to purchase the items, less any taxes, import duties or original charges incurred and will be refunded in HKD – the currency in which you paid when you bought the item(s).

For refunds for online purchases, initial shipping, taxes and duties will not be refunded unless the Merchandise is defective in which case a full refund will be made subject to inspection and compliance with the policy under “Return of Defective Merchandise” below. No credit may be issued on credit i.e. Merchandise purchased with a Gift Card will not be refunded or exchanged.

Any free promotional gift issued with the returned Merchandise must also be returned.