FAQs:

 

What is your return policy?

If you are not completely delighted with your purchase, you are able to return it. Postmarked within 30 calendar days of receipt, for your refund to be considered.

All merchandise must be unwashed and unworn with the original hangtags attached, proof of payment must accompany the return. Once we receive your return and verify the quality, we will process your refund to the payment method used in the original order. 

*Please note

  1. All promotional purchases are not eligible for returns.

  2. There will be a shipping fee for refunds (we will deduct the shipping expenses incurred  and refund the remaining credit to the original credit card that was used in the original order.)

 

 

How do I get my refund?

  1. Select the item you’re sending back and request a refund by entering the email address you used to place your order.  

  2. Send back the original item 

  3. Once received, we will deduct the shipping expenses incurred  and refund the remaining credit to the original credit card that was used in the original order.

 

 

When will I get my refund?

Once we have received your items, please allow 1-3 business days to process your return and 5-10 business days for your bank to post the refund to your account. We’ll send you an email when our team has processed your refund so you know it’s on the way.

 

 

Need to exchange within Hong Kong?

Exchange requests are free! And it’s easy, here is how:

  1. Select the items you would like to exchange and request an exchange by entering the email address you used to place your order.  

  2. Send back the original item

  3. Once received, we’ll fulfill the exchange order accordingly.

*Please note:

  • All promotional purchases are not eligible for exchange.

  •  We can only process an exchange once per order, but you can return your  exchange order if it doesn't work out.

  •  All exchanges are dependent on stock availability.

 

    

Need to exchange outside Hong Kong?

We cannot offer free exchanges for our international customers at the moment. ( We are sorry!) However, we do offer international exchange if you are willing to cover all the shipping expense. Here is how:

  1. Select the items you would like to exchange and request an exchange by entering the email address you used to place your order.  

  2. Send back the original item

  3. Once received, we’ll fulfill the exchange order accordingly.

*Please note:

  • All promotional purchases are not eligible for exchange.

  •  We can only process an exchange once per order, but you can return your  exchange order if it doesn't work out.

  •  All exchanges are dependent on stock availability.

 

 

When will I receive my exchange order?

Your exchange order will be dispatched once your request is confirmed and will arrive within our usual 7-14 business days, from the day your order is processed and shipped, depending on where you're located and on customs. 

 

Need further help?

contact us at hello@sivaactive.com and we will be happy to assist you with any questions related to your order.