Copy of RETURN FAQS

1. How to find the order number and email/postal code?

To find your order number and email/postal code, please follow these steps:

(1) Check your "Order Confirmation" email or "Thank_you" page for your order number.

(2) Click on the "View Order Status" button in the order confirmation email. This will take you to the order status page.

(3) On the order status page, find the email address you provided when placing the order at the bottom.

If you need further assistance, please feel free to contact us at support@summermae.com.

2. Why can't I initiate a return online?

(1) Please confirm that your order has been fulfilled completely before submitting a return request.  Unfulfilled orders are ineligible for returns.

(2) Double-check that your order number and email address are accurate before submitting a return request.

(3) Ensure that the return request you submit falls within our specified return timeframe.

(4) Check that none of the items you wish to return are included in our non-returnable product range.

3. How long is the return window?

We accept returns for all products except those marked as non-returnable. The item must be in its original condition, and you can return it within 40 days of the fulfillment date or 30 days after the delivery date.

4. What items can't be returned?

(1) Gift cards

(2) Free gift or gifted items(We are unable to accept returns or exchanges on any gifted items as we are only able to refund the original source of payment. We appreciate your understanding.)

(3) Items marked as a flash sale, final sale & special sale are also not returnable unless there is a quality issue.

5. I've received a damaged or defective item. What should I do?

If you have received a damaged product, please follow these steps to initiate a return:

(1) Visit our return center within 7 days of the delivery date.

(2) Select "Damaged or Defective" as the reason for the return.

(3) Provide a detailed description of the issue and upload high-resolution images of the damaged item.

Once we have reviewed and approved your request, we will take the necessary steps to ensure your satisfaction.

If you have any further questions or concerns, please don't hesitate to reach out to us.

6. I received the wrong item. What should I do?

Our aim is to make sure you receive all your favorite items accurately. If by any chance we have sent you the wrong item, rest assured we will rectify the mistake. Here's how you can proceed:

1. Visit our return center within 7 days of the delivery date.

2. Select "Received the wrong Item" as the reason for your return.

3. Provide a detailed description of the issue, and make sure to upload four high-resolution images of the incorrect item to show the shipping label, item label, and barcode attached to the outer packaging, the wrong item received, and its size.

Once we have reviewed and approved your request, we will take the necessary steps to make things right and ensure your satisfaction.

Please don't hesitate to reach out to us if you have any further questions or concerns. We are here to assist you.

7. Can the items be returned or exchanged for different sizes, colors, or styles? 

We understand that sometimes you may want to exchange a purchased product for a different item. Here's how our exchange process works:

(1) Within 30 days after the delivery date, visit our return center to initiate the exchange process.

(2) In the return center, you will be able to choose from a variety of other color and size options for your order.

(3) If you wish to exchange your product for a different item altogether, please add a note in the return center or send an email to return@summermae.com with the details of the item you would like to replace it with (name, SKU, color, and size).

Please keep in mind that for exchanges, we may need to refund or charge you the price difference, which will be added to your purchase. Once your exchange request has been approved, you will receive an email with detailed return instructions. After we receive the returned products and process the payment for the price difference, we will dispatch the exchanged or replacement items.

If you have any further questions or need assistance, please feel free to contact us. We are here to help you.

8. I have purchased a set from your store. Can I return it separately?

Please note that we do not accept separate returns for items purchased as part of a set. If you wish to return an item from a set, you must return the complete set. Please be advised that returning only the top or bottoms will not result in a refund. Additionally, you will be responsible for covering any round-trip shipping costs associated with incorrect returns or exchanges.

9. Do you provide free return labels?

Resolve	Return Method	Return Shipping Fee
Replace with the same item	Ship with a return label provided by us	FREE
Refund to store credit	Ship with a return label provided by us	FREE
Refund to original payment method	Ship with a return label provided by us	1-3 items, Charge $8
		4+ items, $4/item
	Ship with any carrier of your choice	Pay the shipping fee at the post office on your own
1. If you select the "Ship with any carrier of your choice" return method, please use a standard shipping service with tracking to ensure a successful return. Remember to save your return receipt or tracking number for verification purposes. 2. If you choose to use the "Ship with a return label provided by us" return method If the weight of your return package exceeds the weight limit indicated on the label, please purchase a new label and provide us with a receipt. We will reimburse you for the additional shipping costs in accordance with our refund policy. If you require a replacement label, please contact us directly to request one.

10. Where should I send my returns?

We will provide you with the return address after you have submitted your return request. Please mail it ONLY to the return address we offer and NOT to the address on the original shipment. Otherwise, we will not receive your return.

11. Can I return the item to your warehouse, office, or physical store?

We currently do not accept return methods other than our standard return procedure. Please follow our return process so we can help you out as quickly as possible.

12. What should I do if one of the items in my shipment is missing?

If you've received a package with an item missing, it's most likely one of two things:

(1) To get your orders to you as fast as possible, some orders may arrive in separate packages. Check your confirmation email to see if your order will arrive in multiple packages.

(2) If you have not received your entire order by the expected delivery date, please contact our Customer Service Team so we can look into this for you as quickly as possible.

13. I've sent out my return package. Now what?

If you ship the product with the return label we provided, there is nothing more you need to do, we will track the delivery.

If you ship the package with a carrier of your choice, please upload the carrier and tracking number on the return center page after the package has been delivered. Once we receive your returned package, we'll take care of the rest and process your refund as soon as possible.

14. How many returns/exchanges can I apply for the same order?

Regardless of the number of products in an order, only one return or exchange request may be made (unless there is a quality problem).

Before initiating a return request, if your order was sent in several packages, please check that all packages have been received.

15.  How can I get a refund for my return?

We currently only support Refund to the original payment method and store credit method.

16. How soon will I get my refund?

To ensure a prompt refund process, please carefully follow the instructions below and provide all the required information:

(1) Once we receive your return package and confirm its eligibility for a refund, you will receive an email notification.

(2) The email will inform you about the approval or rejection of your refund request.

(3) If your refund is approved, it will be processed within a timeframe based on the payment method used:

- PayPal: Refund processed within 3 business days.
- Credit Card: Refund processed within 10 business days.

*If you do not see the refund credited to your account within the mentioned timeframe, please contact the issuing bank of your credit card.

*Please note that due to the current circumstances, your credit card refund may require an additional 3-5 days to process. We appreciate your patience and understanding in this matter.

If you have any further questions or concerns regarding your refund, please do not hesitate to contact us. We are here to assist you.

17. Late or missing refunds (if applicable) 

If you have not received your refund yet, please follow these steps:

(1) Double-check your bank account to ensure that the refund has not been credited.

(2) Contact your credit card company and inquire about the status of your refund. Sometimes, it may take some time before the refund is officially posted to your account.

(3) Reach out to your bank and inquire about any processing time that may be required before the refund is posted.

If you have completed these steps and still have not received your refund, please do not hesitate to contact us for further assistance. 

18. Can I get a full refund?

It depends if your original order paid an additional shipping fee, then the shipping fee for the original order will be deducted from the refund.

19. How do I get a refund if I paid with Afterpay?

Once we process your return, your updated invoice should be visible in your Afterpay portal. If you’ve returned part of your order, your Afterpay payment schedule will be adjusted. You should expect to receive your refund from Afterpay within 10 business days. For more information about your Afterpay account, please contact Afterpay directly.

20. What happens if a refund goes to a closed/canceled account?

If your account has been closed/canceled, we suggest you choose "refund to a store credit" as a refund method when you submit a return request.

If you prefer we process a refund to your original payment account, you will need to contact your bank directly for information on how to receive the funds.

Tips:

(1) Before making a purchase, please carefully review your payment information and double-check to make sure it can be used as a valid form of payment.

(2) It is your responsibility to ensure that your credit card account is not closed or canceled. We can only issue refunds to the original form of payment or store credit, so if your card is closed or canceled, you will need to contact the bank directly for further information.

(3) If your card is lost or stolen but you need a refund, please let us know as soon as possible. We will need you to provide relevant documents and share your updated account information so we can issue your refund to your secured account.

A Few Things to Note:

(1) The product should be sent back to us within 15 days after the return request has been approved, or the return process will automatically end.

(2) For hygiene purposes, the product may be returned for a refund if it is unwashed, unworn, and in resellable condition.

(3) In the original package with all the tags intact.

(4) Only orders purchased on Summermae.com can be returned; We cannot refund or exchange any items purchased from any third-party vendors or websites.