1) How long do I have to return an unwanted item?
At SESIDY, we want our customers to feel valued and satisfied with their purchases. That's why we offer a 28 Days Return Guarantee. If you're not completely happy with your order, you can request a return or exchange within 28 days of receiving it. If you're unsure about the process, our customer service team is here to help. Just reach out to us, and we'll guide you through the return and refund process with easy-to-follow instructions.
2) Can I exchange my item(s)?
We want to make sure you get exactly what you want. While we don't offer direct exchanges, we have a simple solution for you. If you'd like a different size or color, all you need to do is return your unwanted item and place a new order for the item you desire. This way, you can easily get the perfect fit or color that suits your preferences. Our customer service team is available to assist you throughout this process and answer any questions you may have.
3) Can I cancel or amend my order?
We understand that sometimes plans change, but once your order has been dispatched, we are unable to make any amendments or cancellations. Our priority is to get your order processed and delivered to you as swiftly as possible. As soon as we confirm your order, it begins its journey through our system.
We value our customers' satisfaction and offer a convenient return policy. Please note that each customer is permitted to return up to three items per year. After reaching this limit, a processing fee will be charged for each unit of item(s) returned. If you have any questions or need assistance, our customer service team is here to help.
4) How do I start the return process?
Starting a return is quick and easy! Just follow these simple steps:
Step 1: Log in to our return center using the link provided. You'll need your order number, which can be found in your order confirmation email. Also, enter the email address associated with your order.
Step 2: Select the reason for your return, tick the item(s) you want to return, and upload any relevant photos or videos of the item(s).
Step 3: After processing your return in the portal, our sales team will review your request within 2-3 days.
Step 4: Keep an eye on your email inbox (including the spam folder). Within 2-3 working days, you'll receive an email from our sales team notifying you of the approval or rejection of your return request, along with the return instructions.
Step 5: Once your return request is approved, pack your items carefully, include the required information in the package, and ship the items back to us within 14 days from the date of approval.
Step 6: In the return instruction email, you'll find a link to "Add Tracking Details." Enter your return tracking number there and remember to keep your proof of postage!
Step 7: We'll send you an email once we receive your returned item.
Please note: We aim to process refunds within 30 days of receiving the returned item(s).
If you have any further questions or need assistance at any step of the process, our customer service team is here to help!
5) Do I need to pay for the return shipment?
We apologize for any inconvenience, but we currently do not offer free returns. The cost of return shipment is to be covered by the customer.
Please note that we do not provide return labels, and any delivery charges incurred on your original order are non-refundable.
If you have any further questions or need assistance regarding the return process, please don't hesitate to reach out to our customer service team. We're here to help!
6) What items can be returned and refunded?
We have different policies for different scenarios:
a) Change of Mind / Non-Damaged Items: If you've had a change of heart or the items are not damaged, we offer a partial refund. To proceed with the return, you will need to send the items back to the designated address, with the shipping cost fully responsible by you. Please note that the shipping cost is not refundable.
b) Damaged/Defective Items: In case of damaged or defective items, we offer a full or partial refund, including the shipping fee. The final decision is at our discretion.
c) Missing Items: If you received your order with missing items, we will process a full or partial refund. However, in cases where we need to investigate with the carrier and it is proven that the package was delivered, we reserve the right not to issue a refund if we find evidence of false claims.
Upon receiving the return parcel and completing the inspection, we will proceed with the refund or resend. Please note that it may take up to 30 working days for the refund to be reflected in your account.
To ensure a smooth return process, please make sure to obtain approval before returning any items. If you have any further questions or need assistance, feel free to contact our team at firstname.lastname@example.org. We're here to help!
7) What items are not eligible for return or refund?
Please keep in mind that there are certain circumstances where return requests may be refused:
Final Sale Items: Items marked as final sale, such as clearance items or special promotion items, are not eligible for return.
Defective/Damaged/Washed/Worn Items: We cannot accept returns for items that are defective, damaged, washed, or worn.
Damaged Packaging or Tags: If the original packaging or tags are damaged in a way that affects the re-selling of the product, the item may not be eligible for return.
Exceeding the 28-day validity period: Any return, refund, or exchange request made after 28 days from the date of collection with a valid order reference number may not be accepted.
Faulty or Wrong Items: If you discover any faulty or incorrect items upon receiving your package, please contact us immediately. Provide us with photos or videos as evidence, and our after-sales team will investigate the issue and assist with a return or exchange as soon as possible.
Return package sent to the wrong address: To ensure a smooth return process, please make sure to send the return package to our designated address. Returns sent to the wrong address will not be processed.
We encourage our customers to perform a basic inspection of the received package immediately upon delivery. If you discover any faulty or wrong items, please notify us by email with attached photos or videos as evidence. Our team will promptly investigate the matter and assist you with a refund or exchange.
If you have any further questions or require assistance, feel free to contact us. We're here to help!
8) Which items are non-exchangeable and non-refundable?
We want to make sure you have all the necessary information before making a request or purchase. Please note that certain items are non-exchangeable, non-returnable, and non-refundable due to final clearance and hygiene concerns. We kindly ask you to review the list below:
Bodysuits, lingerie, swimwear, underwear, and similar items that raise hygiene concerns for resale.
Items specifically marked as non-returnable, as well as any items received as free gifts.
Items that have been worn, washed, altered, or used, and have a damaged tag.
We encourage you to carefully consider these factors and check the list before proceeding with your request or purchase. If you have any further questions or need assistance, feel free to reach out to us. Our team is here to help you.
10) How long does the return package take to be processed?
Our return warehouse typically collects all return packages every Thursday for processing. If your package is not processed on a particular Thursday, it will be included in the following week's batch. We appreciate your patience in this regard. Once the warehouse reviews the items you've returned, we will proceed with the refund process.
Please keep in mind that it's essential to provide the return tracking number for your package. Without the tracking number, we may face difficulties in locating the package, which could result in a longer refund process.
We value your understanding and cooperation throughout this process. If you have any further questions or need assistance, please feel free to reach out to us. Our team is here to assist you.
9) How long does the refund process take?
Once we receive your returned parcel at our warehouse, we will conduct an inspection. If you have requested a refund to your original payment method, please allow approximately 7-15 working days for the refund to reflect in your account. The exact timeframe may also depend on the processing lead time of your bank.
Alternatively, if you choose to receive a refund in the form of a gift card, it will be issued within 1 working day.
We understand the importance of a timely refund, and we strive to process it as efficiently as possible. If you have any concerns or questions about your refund, please don't hesitate to reach out to us. Our team is here to assist you throughout the process.