Return Policy

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 7-day return policy. You can delivery us the returns at our retail shops by yourself or by courier.

RETURN POLICY

1. Return the items within 7 days from the day you received them
2. One order can be returned once only
   
3. 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
4. NON-REFUNDABLE / NON-EXCHANGEABLE ITEMS includes: Any Sales items which on or below 60% off or marked as non-refundable items
5. 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 7-day period, we will not be able to offer a refund.
6. 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 once only.
2. Click here to to print the Returns / Exchange Form
3. Our customer care team will contact you for the availability within 1-2 working days.
4. All shipping fees related to exchange items are bored by the customer. (This policy is only valid on return by courier)
   

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. Refunds will be deducted the original delivery fee. (This policy is only valid on free Hong Kong shipping)
3. We will have the right to charge for the original delivery fee if the purchase is under HK$500, HK$2,000 or HK$5,000 after the deduction of the refunded items. (This policy is only valid when the order is HK$500 or above enjoy the free Hong Kong & Macau shipping; HK$2,000 or above enjoy the free Mainland China shipping; HK$5,000 or above enjoy the free worldwide shipping).
4. 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. Return to our retail shops by yourself click here
5. Return by courier. Customer will be liable for all delivery costs.

   Address:

   VIOLA ONLINE SHOP
   Room 607, Sunbeam Centre,
   27 Shing Yip Street,
   Kwun Tong, Hong Kong