Exchange / Return

We have a 7-day return policy, which means you have 7 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at service@hoo-shopping.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at service@hoo-shopping.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of merchandise cannot be returned or exchanged, such as custom-made products (e.g., special orders or personalized items), personal care goods (e.g., underwear products), gifts, blind boxes, or clearance items.

Return / exchange without quality issues
For Products purchased at the Website, you can apply for a return / exchange within seven (7) calendar days from the date of receipt of the Products (based on the date of receipt on the logistics document). Please note that only one return/exchange request can be made per each order. Unless there is product quality problem, all products are only allowed to be exchanged or returned once per each transaction. Shipping costs for returns in this case will be borne by the customer.
Please note that we only accept returns / exchanges if the returned / exchanged Products meet the "Return / Exchange Conditions" and do not belong to the "Return / Exchange Exclusions”described below.

Return / exchange with quality issues

For Products with quality problems purchased at the Website, you can request a return / exchange within 7 days from the date of receipt. It is our policy to satisfy the“Return / Exchange Conditions”described below and the quality problems are verified by our after-sales service center. Please note:

a. Small threads, raw edges (commonly seen on apparel), color differences due to different monitors (different displays, color differences are not avoidable), thickness of the Products, running threads, hand-feel and other similar details, etc, are not recognized as quality issues.

b. Return / exchange due to reasons such as style, color and subjective preferences are not a return / exchange for Products with quality issues.

c. Damage caused by improper use, wash or damage caused by your own alteration or other human factors will not be considered as a quality issue.

d. If the Products are clearly indicated with defects at the time of purchase, i.e. B-grade or products with identified cosmetic defects, such defects are not considered as quality problems and will not be accepted for return / exchange.

e. When selecting the size, please refer to the size chart and choose the size that suits you. The customer service team can only provide suggestions, not as the basis for your final purchase decision. If the you return / exchange due to size issue, it is not a return / exchange of Products with quality issue.

f. The size specifications of the Product shall be subject to the actual Product.

Return / Exchange conditions

a. the Products are sent back within the stated return / exchange period;

b. the Products are in original condition (for example, the Products are kept intact, unused, unwashed or unaltered, no stains or cosmetics on the products) and the conditions for re-sale of the Product has not been affected;

c. the outer package of the Product is intact (including the plastic bag or box; please do not stick any tapes or labels directly on our shoe boxes, please put the shoe box into another box or bag), the Product accessories, instructions, tags, labels, etc. should all be kept intact;

d. If the Product / parcel has additional gifts (gift with purchase promotion), please return the gift together. The gift needs to be kept in the condition as it was received. If the gift cannot be returned, we have the right to ask you to pay for the gift according to the price of the gift we have indicated.

Return / Exchange Exclusions:

a. Products that are bought during specific offers or promotional events which explicitly state that return or exchange are not allowed;

b. customized products without quality problems;

d. underwear, socks, swimwear and selected special edition / limited edition products without quality problems;

e. where the Product is used, washed, processed (e.g. altered size), soiled or damaged, the logo is cut, and other merchandise not in re-sale condition;

f. where the electronic invoice or order number issued at the time of purchase is lost;

g. orders that exceed the return / exchange period;

h. Products that are clearly indicated with defects at the time of purchase, and then returned / exchanged with defective reasons; 

i. other circumstances in which the consumer has no right to return / exchange according to this policy and the applicable law.

Please also note that you may process returns / exchanges online only for purchases made on the Website.

How do I make an exchange?
To start an exchange, simply contact us via email for live chat and select 'Doesn't Fit - Too small' or 'Doesn't Fit - Too Big' as your return reason. Print your return label and promptly mail back the item that didn't work. 

How soon will I receive my exchange?

We will ship your new item as soon as the returning package ships back to us. 
Here are the rules:

• Items Can Not Be Returned After 30 Days.
• Return and Exchange New Items Only: Returned and exchanged clothes and accessories must be in new, unworn condition without any damages and with the original hang tag attached. When appropriate, we recommend you try on clothing with an undergarment.
• Some Items Can’t Be Returned or Exchanged: Unfortunately, Final Sale / Clearance items cannot be returned or exchanged. These items are marked as such online during your purchase to alleviate confusion. Please make note of it.
• Remember to Keep the Tags On: Please remember to keep all tags on if you want to return or exchange the item. If you return an item without the original hang tag attached, the return or exchange will not be processed. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at service@hoo-shopping.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at service@hoo-shopping.com.

How soon will I get my refund?

Once your items are inspected by our warehouse, please allow for 3-7 business days to receive your refund. But:

a. We have the right to deduct the partial refund amount if your returned Products were bought together with other Products to enjoy our threshold promotions or offers;

b. We have the rights to deduct the shipping fee from your refund amount if your returned Products were bought together with other merchandise to enjoy a free shipping promotion.

The time of receipt of the refund depends on different refund methods. The time of actual refund to your account depends on different banks or payment platform operations. It may take up to 3-7 business days. If the return does not meet the return conditions or requirements, we will contact you and return the Product(s) to you at your cost.

Order Cancellation?
Your order will be fully refunded if it’s canceled within 24 hours of purchase.
Please submit a help ticket from Contact Us if you decide to cancel the order.
We will NOT accept order cancellation request if the order has already been shipped.

Company info:

• Xi'An Shopping Zee Network & Technology Co., Ltd.
  Operation Department Address:

  Room 3007, Building C, Wangzuo International City, Yanta District, Xi'an City, Shaanxi Province

• EMAIL: service@hoo-shopping.com