Returns & Refund


To provide you the best online shopping experience, for any reason you are not satisfied with your purchase, you can return your order to us for a full refund within a 14-day return policy.


RETURN POLICY

  1. Return the items within 14 days from the day you received them
  2. Items must be returned unworn, unwashed, undamaged and unused with their original tags. Footwear and accessories must be returned in the original boxes provided and inside a protective shipping box
  3. NON-REFUNDABLE / NON-EXCHANGEABLE ITEMS includes: Any Sales items which on or below 60% off or marked as non-refundable items
  4. All items will be inspected on return. We do our best to accommodate return requests, however, in the rare event that an item is returned in an unsuitable condition, incomplete or after the 14-day period, we will not be able to offer a refund.
  5. Receive an email from us once your return being processed at our warehouse

The item remains in your care before it gets back to us. Please do ensure that utmost care is taken when preparing the item to be returned to us.


EXCHANGE POLICY

  1. Exchange can be made by changing sizes / colors only.
  2. Click here to submit the infomation of the exchange item(s).
  3. Our customercare team will contact you for the availability within 1-2 working days.

REFUND POLICY

  1. Refunds will be processed in the original form of payment. For all refund methods, please note that we will not be able to provide a refund on any shipping fees charged for the original order.
  2. We will have the right to charge for the original delivery fee if the purchase is under HK$5,000 after the deduction of the refunded items. ( This policy is only valid when the order is HK$5,000 or above and enjoy the free shipping)
  3. Refunds will be processed within 7-14 business days. You will be notified via email to the address listed on your account when this transaction has taken place. Your banking institution may require additional days to process and post this transaction to your account once they have received the information from

HOW TO RETURN?

Please ensure you have read RETURN AND REFUND POLICY carefully. Click here to print the Returns Form and simply follow the instructions below:

  1. Fill in the Returns Form and indicate return reason clearly
  2. Pack your items with the completed returns form
  3. Ensure that the parcel is securely packed
  4. Arrange for delivery of returns to the following office address with any delivery provider of your choice.

    Address:

    VIOLA ONLINE SHOP
    Room 29, 4/F, Block A,
    Hoi Luen Industrial Center,
    55 Hoi Yuen Road, Kwun Tong,
    Hong Kong