Delivery & Return

DELIVERY

We want your order to reach you as quickly as possible! Once your order is placed, please allow 1–3 business days for processing and packing before it ships. You'll receive a shipping confirmation email with a tracking number as soon as your order is on its way.

Please note: Delivery times are estimates and may vary due to customs clearance, public holidays, or carrier delays. Total delivery time = processing time (1–3 business days) + shipping time above.

DUTIES & IMPORT TAXES

All our goods are made in China and shipped from our Hong Kong warehouse.

We ship to over 25 destinations on a DDP (Delivered Duty Paid) basis — meaning all duties and import taxes are included in your order total. No surprise fees at the door!

For destinations not on our DDP list, orders are shipped DDU (Delivered Duty Unpaid). This means your local customs authority may charge import duties or taxes upon delivery. These fees are determined by your country's customs office and are the responsibility of the recipient. Payment is required to release your package from customs.

💡 Tip: If you're unsure about import duties in your country, we recommend checking with your local customs office before placing your order.

DDP COUNTRIES

The following destinations are shipped DDP — duties and taxes are fully covered:

RETURNS

We hope you love your order — but if something isn't right, we're here to help!

What can be returned?

We accept returns on regular-priced items within 14 days of the original shipment date. To be eligible, items must:

• Be unused and unworn
• Have all original tags and labels attached
• Be in the same condition as received
• Not be marked as non-refundable on the product page

What cannot be returned?

The following items are non-refundable and non-exchangeable:

• Sale items — including any items purchased with a discount code (e.g. Black Friday promotions)
• Collaboration items
• Any item marked as "non-refundable" or "not eligible for exchange or refund" on its product page

Refund options

Once your return is received and inspected, you can choose to receive your refund as:

• Store credit to your both.com account, or
• Original payment method (please allow 7–14 business days for funds to appear, depending on your payment provider)

Exchanges

Exchanges are only available for items that arrive defective or damaged upon receipt. If your item arrived in poor condition, please contact us immediately with photos so we can make it right.

Important notes

• We do not provide return shipping labels — return postage is at your own cost.
• Delivery fees, duties, and taxes are non-refundable.
• We strongly recommend using a tracked and insured shipping service for your return, as we cannot be held responsible for items lost or damaged in transit.
• Returns that do not meet our policy will be sent back to you.
• We do not accept in-store returns for online purchases.
• In case of any dispute, the decision from BOTH shall be final.

HOW TO RETURN YOUR ORDER

Returning is simple — just follow these steps:

1. Contact us — Email us at eshop@both.com within 14 days of your shipment date to request a return. Please include your order number and the reason for your return.
2. Submit via our Returns Centre — Visit botheshop.returnscenter.com to complete your return request form.
3. Pack your item carefully — Make sure the item is securely packed in its original packaging (if possible), with all tags and labels still attached.
4. Ship it back — Send the item using a tracked and insured courier of your choice. Return shipping costs are at your expense.
5. Share your tracking details — Once shipped, email us your tracking number and the name of the courier service. This helps us process your refund faster once the parcel arrives.
6. Refund processed — Once we receive and inspect your return, we'll notify you and process your refund within a few business days. Please allow 7–14 business days for the funds to appear depending on your payment provider.

Questions? We're happy to help — reach out to us at eshop@both.com.