Exchange and Return Policy

General Return Process

Return Requests for Eligible Products
For products that meet the return criteria, please complete the Exchange and Return Request Form and email it to cs@eveswish.com.

Exchange and Return Request Form

  • Order Number:
  • Contact Person:
  • Contact Phone:
  • Contact Email:
  • Items to Be Returned:
  • Items to Be Exchanged:
  • Original Size on Order:
  • Requested Size for Exchange:
  • Reason for Return/Exchange (e.g., too big/too small/disliked):
  • Delivery Address for Exchange (if different from the original):

Return Address:
C11, 3rd Floor, Block C, Hong Kong Industrial Center,
489-491 Castle Peak Road, Kowloon, Hong Kong
Recipient: Eve's Wish HK
Phone: +852 24897550

Important Notes:

  • Buyers are responsible for the return shipping costs. Returns sent without prepaid shipping will be refused or discarded.
  • Please ensure the products are securely packaged and include the packing slip or clearly indicate the order number and contact details.
  • Exchanges are subject to stock availability. If the original color is out of stock, a replacement in another color may be arranged.
  • Refunds are based on the actual payment amount.
  • For hygiene reasons, all panties and products marked as non-returnable are not eligible for returns or exchanges. Additionally, discounted or clearance items are non-refundable and non-exchangeable.

Return Timeline:
Products must be returned within 14 calendar days from the date of receipt. Please securely package the items along with the packing slip and send them to the return address.

Return Address:
C11, 3rd Floor, Block C, Hong Kong Industrial Center,
489-491 Castle Peak Road, Kowloon, Hong Kong
Recipient: Eve’s Wish HK
Phone: +852 24897550

(*Only courier or registered mail is accepted for returns.)

Once the returned items are received, inspected, and confirmed, a confirmation email will be sent, and the refund will be processed to the original payment method.

Defective Product Return Process

If a product is found to have stains, damage, missing accessories, or incorrect styles prior to being tried on, please contact us within 7 days of receipt. Email your order number and product details to cs@eveswish.com with the subject line: [Defective Return + Order Number], and we will assist you promptly.

Return Address for Defective Products:
C11, 3rd Floor, Block C, Hong Kong Industrial Center,
489-491 Castle Peak Road, Kowloon, Hong Kong
Recipient: Eve’s Wish HK
Phone: +852 24897550

(*Only courier or registered mail is accepted for returns.)

Shipping for Defective Products:

  • For defective product returns, we offer free return shipping. Please select freight collect when sending the items back.

Once the items are received and inspected, we will send a confirmation email and process a refund to the original payment method.

Return & Exchange FAQs

Q: What items are not eligible for returns or exchanges?
A: For hygiene reasons, all panties (including panty sets or bundles) and products marked as non-returnable are not eligible for returns or exchanges. Additionally, all discounted or clearance items are non-refundable and non-exchangeable.

Q: What condition must items be in to qualify for a return or exchange?
A: Items must remain in their original condition, with tags attached, original packaging intact, and be unworn, unwashed, free from odors or stains, and resalable as new. Complete sets must be returned as a whole.
(*Eve’s Wish HK reserves the right to define and determine odors and stains.)

Q: What should I note before sending a return or exchange?
A: Customers are responsible for the shipping cost of returns or exchanges unless the product is defective, incorrect, or missing. Please retain the shipping receipt as Eve’s Wish HK is not responsible for lost returns. Items sent without prepaid postage will be refused.

Q: What happens if I return non-returnable items?
A: Items that do not meet return criteria or are returned without prior approval will not be refunded. Customers must bear the cost of retrieving these items. If unclaimed, they will be discarded.

Q: How is the refund amount calculated?
A: Regardless of whether the refund is due to out-of-stock items or a return request, the refund amount is calculated based on the actual payment amount for each item, after deducting any applied discount codes.

Q: How will I receive my refund?
A: Refunds will be issued to the original payment method. Please note that shipping fees are non-refundable unless the return is due to defective products.

Q: How long will it take to receive my refund?
A: Refunds will be processed within 3 business days after the items are received and inspected. Depending on your bank or payment provider, the refund may take up to 30 business days to appear in your account.