Return Policy

Cancellation

We accept order cancellations free of charge; however, a 20% cancellation fee applies if the order is cancelled more than 24 hours after placement but before shipment. Orders cannot be cancelled once the products have been shipped.

RETURN & EXCHANGE CONDITIONS

Please contact us within 30 days starting from the date you receive your order.
Return shipping fees are the responsibility of the customer.
Final sale items are not eligible for return or exchange.
Returned items must be in new condition: unused, unworn, unwashed, and unaltered in any way. Items with signs of use, makeup stains, deodorant marks, perfume scent, or any other damage may be refused.
Please do not return packages to any address shown on the parcel. 

Unauthorized returns may not be refunded or exchanged.
We do not provide Freight To Collect (FTC) service for returned packages. Original and return shipping fees are non-refundable.
Once your returned package is received and inspected, we will issue your refund to the original payment method within 7-10 business days, or process your exchange order within 3 business days accordingly. Refunds usually appear in your account within 7-10 business days after processing.

Custom-order or personalised items do not have a right to 30 days refund.
If the return is caused by the consumer, the consumer shall be held responsible.

RETURN PROCESS

Contact our customer service at service@soveliy.com
Our customer service team will respond within 24 hours after your return/exchange request is approved.
Please ship the return package to our warehouse and provide the return tracking information (including the tracking number and shipping carrier) to our customer service email.
Refunds or exchanges will be processed within 7-10 business days after we receive your returned package. A confirmation email will be sent once your refund or exchange has been completed.

Refunds (if applicable)

Once we receive and inspect your return, we will send you an email notification of receipt. We will also notify you whether your refund request has been approved. If approved, we will process your refund; the funds typically arrive within one week of processing, though the exact timing depends on your credit card company.

RETURN PROCESS

Contact our customer service at service@soveliy.com
Our customer service team will respond within 24 hours after your return/exchange request is approved.
Please ship the return package to our warehouse and provide the return tracking information (including the tracking number and shipping carrier) to our customer service email.
Refunds or exchanges will be processed within one week after we receive your returned package. A confirmation email will be sent once your refund or exchange has been completed.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.
Next, please contact your credit card company, followed by your bank; it generally takes 3–7 business days for the refund to be officially credited to your account. If you have completed all the above steps but still have not received the refund, please contact us at service@soveliy.com.

No restocking fee to be charged to the consumers for the return of a product.;

Return Address: Unit C09, Room 4021 (Self-designated), 4th Floor, No. 288 Zhongshan Avenue Middle, Tianhe District, Guangzhou City

If you have any other questions Please contact our Customer service at service@soveliy.com