How to process returns and refunds?
To simplify and expedite the process of obtaining the appropriate products, Guinevere does not provide exchange services, only "return processing."
If you receive an unsuitable product, please contact us within the 7-day inspection period. You can write us a letter through the "Contact Us" page, contact us online via Facebook, or call us directly. A dedicated representative will assist you with your issue.
Application Method:
Please click on the customer service link to be redirected to the page where you can fill in your information and submit your questions.
You can also contact us directly through our Facebook fan page or by sending a letter with the following information:
Your Name:
Email:
Contact Phone Number:
Message (include the content of your questions):
If you still need the same item in a different size, please place a new order for it.
Please note that if the return causes the total order value to fall below the free shipping threshold, the original shipping fee will be deducted from your refund. If the return causes the order to no longer qualify for a promotional gift with purchase due to not meeting the minimum spending requirement, please return the promotional gift as well.
Please include the invoice along with the returned items. It is important to keep your purchase invoice safe to avoid any delays in the refund process.
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Under what circumstances can't I return the product?
Returns requested after the 7-day return period.
For safety and hygiene reasons, intimate items such as underwear, socks, and similar products cannot be returned.
Products that show signs of use, odor, or have been stained or contaminated with makeup cannot be returned.
Products that have been altered, such as removing tags, washing, resizing, or any other modifications, or if the product or its accessories are lost or damaged.
Please include the invoice along with the returned items. It is important to keep your purchase invoice safe to avoid any delays in the refund process.
Promotional gifts or items that were part of a promotion must be returned as well.
