RETURNS & EXCHANGES

Most items are eligible for return or exchange within 7 days of delivery (counting from the carrier’s delivered scan). Items must be in original condition — unworn, unwashed, unaltered, with all tags/labels attached. Footwear must include original shoebox and dust bags.

Please do not send anything back before your return request has been approved and you have received the correct return address or pre-paid label from CHINANIO. The basic steps are:

1. Prepare your order number and the email address used at checkout.
2. Contact CHINANIO Client Services via email or the help widget, indicating which item(s) you wish to return or exchange.
3. Our team will review eligibility and send you either a return label (where available) or detailed self-ship instructions.
4. Pack your items securely and ship within the timeframe indicated in the instructions.

2.1 United States / United Kingdom / China Shenzhen

For customers in the United States, the United Kingdom, and Mainland China (Shenzhen region), returns can usually be routed to our local warehouse network:

• United States: Eligible returns may use a CHINANIO-issued return label (see Section 5.1).
• United Kingdom: Returns can typically be sent to our UK warehouse; customers arrange the carrier unless otherwise stated.
• China Shenzhen: Orders fulfilled from our Shenzhen warehouse may be returned to the same region following the instructions we provide.

Exact return addresses and instructions are always confirmed in your return approval email; please follow the latest email for your specific order.

2.2 Other Countries (Self-Ship)

For customers outside the regions above, returns are typically handled as self-ship:

• You choose a reliable carrier that provides tracking.
• You are responsible for return shipping costs and any customs charges arising from the return.
• Depending on your country, you may be asked to ship to our US, UK, or Hong Kong warehouse. The correct address will be provided once your return is approved.

Step 1: Return the Original Item
If you wish to exchange an item, the original item must be returned at your own cost.

Step 2: Place a New Order
You will need to place a new order for the exchanged item. If the new order total is below $99, you will need to pay a $12 shipping fee. If the new order total is $99 or above, shipping will be free.

Step 3: Refund Process
Once we receive the returned item, we will process the store credit for the returned item. If you are not in a hurry, we will wait for the returned item to be received and inspected by our warehouse. Once everything is confirmed, the store credit will be issued, and you can use it to pay for the new order.

Note: Each item can only be exchanged once. Therefore, please carefully consider your size selection when requesting an exchange, as we do not accept further exchanges for items once the initial exchange has been processed.

After your return is received and inspected, you may choose one of the following refund options:

• Option 1 — Refund to Original Payment Account:
  The refund will be issued back to your original payment method with a 10% restocking fee deducted. Processing time is typically 5–10 business days from the date the returned item is received and approved. Bank or card issuer posting times may vary. If funds are not reflected after our confirmation, please contact your issuing bank or payment provider directly.
• Option 2 — Refund to Store Credit (CHINANIO Credit):
  You may choose to receive your refund as store credit with no restocking fee. Store credit is valid for 5 years from the date of issue and can be used toward any future purchase on CHINANIO.com.

Original shipping fees are non-refundable unless the return is caused by our error or a confirmed defect.

Return shipping methods vary by country and order type. Please refer to the instructions you receive after your return has been approved.

5.1 Shipping Labels (Provided by CHINANIO)

For eligible orders shipped within the United States (and certain other regions during campaigns), CHINANIO can provide a pre-paid return label:

• A flat return shipping fee (for example USD 12) may be deducted from your refund or charged separately, as stated in the email instructions.
• Return labels are single-use and valid for a limited time. Please ship your parcel before the expiry date on the label.
• If you choose not to use the label and ship back by yourself, please inform our team to ensure proper tracking and processing.

5.2 Self-Ship (Other Countries)

Where CHINANIO cannot provide a label, you will be responsible for arranging return shipping:

• Choose a carrier that provides tracking and keep your receipt until the return is fully processed.
• Mark the parcel clearly according to our instructions (for example, “Returned Goods” for customs where applicable).
• Any customs duties, import VAT, or handling fees charged on the way back are your responsibility unless otherwise stated.

5.3 Processing Time

Please allow the following timeframes for a complete return cycle:

• Transit back to warehouse: typically 5–20 business days, depending on your carrier and location.
• Warehouse check-in & inspection: 3–7 business days after the parcel is delivered.
• Refund or store credit issuance: usually within 5–10 business days after approval.

We will notify you by email once your return has been approved and your refund or credit has been issued.

Some items are non-returnable for hygiene, customization, or policy reasons. These include (but are not limited to):

• Items explicitly marked as “Final Sale” or “Non-returnable” on the product page or at checkout.
• Intimate apparel (underwear, hosiery), bodysuits, and certain swimwear where hygiene seals have been broken.
• Customized or monogrammed items made specifically to your request.
• Opened cosmetics, fragrances, or skincare products.
• Gift cards and store credit top-ups.

If your order contains both final-sale and standard items, only the eligible items may be returned.

• Products must be returned unused and in resealable condition, with all accessories, manuals, tags, and original packaging.
• Footwear must be returned inside the shoebox, and that shoebox placed in an outer shipping carton.
• Any signs of wear, odor, stains, or alterations may result in partial refund or refusal.

CHINANIO ships from multiple warehouses (including the US, UK, and China). The return route for your order depends on where your parcel was originally fulfilled and your delivery country.

• United States: Returns are usually routed back to our US warehouse. A pre-paid label may be available for a flat fee.
• United Kingdom & EU: Returns are routed to our UK warehouse. Customers typically self-ship with a tracked service, and are responsible for any customs duties or handling fees charged on the way back unless otherwise stated.
• Asia-Pacific: Depending on origin, returns may be routed to Hong Kong or Mainland China.

Exact routing and any region-specific fees or requirements will always be confirmed in your return approval email.

If you receive an item that appears damaged, defective, or incorrect, please contact us within 7 days of delivery.

• Provide your order number and clear photos or videos showing the issue.
• Do not dispose of the item or its packaging before we respond, as we may need it for carrier or designer claims.
• After review, we will propose a solution, which may include replacement, repair, partial refund, or full refund depending on the case.

CHINANIO strongly recommends using a tracked service for any self-ship returns.

• If a return parcel is lost or severely delayed in transit back to us, we may not be able to issue a refund without proof of delivery.
• We can assist with basic carrier inquiries, but you remain the contracting party with the carrier for self-ship returns.
• If you used a CHINANIO-provided label, we will work with the carrier directly and update you on the investigation.

Return address depends on your region and item category. We will specify the correct location in your return instructions:

Please use only the address listed in your return instructions. Unannounced returns or parcels sent to the wrong warehouse may be refused or significantly delayed.

This Returns & Exchanges Policy may be updated from time to time to reflect changes in our operations, designer partnerships, or legal requirements.

• The version displayed on this page at the time you place your order generally applies to that order.
• In case of conflict between this page and mandatory local consumer laws, local law will prevail.
• If you have any questions, please contact CHINANIO Client Services before placing your order or initiating a return.