HOW TO SEND IN YOUR RETURN/EXCHANGE
To ship an item back to Cilacap Shop please:
- Indicate on your invoice whether you are exchanging or returning the item(s).
- For exchanges: please indicate the desired model/size. We recommend you contact customer service to place your exchange on hold so it does not sell out while we await your package. Please call or send an e-mail with the order number, the item, and size you would like on hold.
- Pack your item(s) and invoice into a bag or box.
- On the airway bill please include your invoice number and note “Return Package”. Mail your return or exchange using your carrier of choice to:
CH G4-2307 CC, So 2 Kim Giang, KGiang, Thanh Xuan, Ha Noi, Viet Nam
Because you have enough to worry about right now…
For orders placed on Cilacap Shop is extending our return policy. We will accept returns within 30 days for a full refund as well as for an exchange. Please feel free to reach out to our customer service team should you have any concerns around getting your return product back to us, we will be happy to help.
A small number of heavily discounted items may be marked FINAL SALE, in which case they are not eligible for refund, exchange, or store credit.
- If the reason you return your item is personal which does not cause by our side, you will cover the return shipment fee.
- If the product you received has been detected or wrong size or any reasons caused by our mistake, please provide proof and we’ll be in charge of the fee for shipping back.
CONDITIONS FOR RETURN OR EXCHANGE DUE TO PERSONAL REASONS
Items must be returned unworn, unwashed, undamaged, unused, and with all original tags attached. Please see the tips below for keeping your items in returnable condition:
Shoes scuff very easily on any hard surface. Always try on shoes on carpet. Shoe boxes are an important part of the product presentation and must be returned undamaged, along with the shoes.
SWIMWEAR AND LINGERIE
Please try on over underwear for sanitary reasons. Do not remove protective slip.
TOPS AND DRESSES
Please be careful of makeup or deodorant rubbing off on the garment.
TRACKING MY RETURN
We recommend that you return merchandise to us using a traceable shipping method. Please retain record of your tracking number so that you are able to monitor the progress of the return as it is in route back to us.
Returns do take us 3-10 business days to process upon reaching our facility. Once your return is processed and your refund is issued, you will receive a refund confirmation email. Refunds can take several business days to reflect on your credit card account. This varies depending on your financial institution.
Shipping charges on expedited orders are not refundable.
If you receive an item that is damaged, please contact customer service immediately.
- Address: CH G4-2307 CC, So 2 Kim Giang, Kim Giang, Thanh Xuan, Ha Noi, Viet Nam
- Phone: 085 566 8395
- Email: [email protected]