Refund policy
If an item is not right for you, you may ask to return it within 30 days of delivery. Delivery times are explained in our Shipping Policy.
Return requirements
To qualify for a return, an item must be returned unused, unworn and in the condition in which it arrived. Please keep original tags attached, use the original packaging where possible and retain your proof of purchase.
We may be unable to approve a refund for items that do not meet these requirements.
Starting a return
Email info@simphoria.com before sending anything back. Please include:
- your order number;
- the item(s) you wish to return;
- the reason for the return; and
- photos when an item is damaged, faulty or was sent in error.
After we approve the request, we will provide return instructions and the return address. Unauthorised returns may not be accepted.
Return postage
Return postage is paid by the customer unless we confirm that the item is faulty, damaged or incorrect. We recommend using a tracked service and keeping the posting receipt until the return is completed.
Original delivery charges are not refundable unless the law requires it or the return is the result of our mistake.
Cancelling an order
To request cancellation, email info@simphoria.com within 24 hours of ordering. We will do our best to assist, although cancellation may not be possible once fulfilment or dispatch has started. If the parcel has already been sent, you can request a return after delivery under this policy.
Refund timing
Returned items are inspected after they reach us. We will tell you whether the refund has been approved. Approved refunds are issued to the original payment method. After processing, banks and payment providers may take around 7–10 business days to show the funds.
Items that cannot be returned
Items made ineligible by hygiene, safety or personalisation considerations cannot be returned where permitted by law. Gift cards are also non-returnable. If you are unsure about an item, please contact us before returning it.
Contact
Simphoria
Returns address: 2 Cheung Yue Street, Cheung Sha Wan, Kowloon, Hong Kong
Customer Care: info@simphoria.com
Instagram: @simphoria_store
Customer Care hours:
Monday – Friday: 09:00 – 18:00 GMT
Saturday – Sunday: 11:00 – 16:00 GMT
See also our Shipping Policy, Terms of Service and Privacy Policy.