Thank you for shopping at Southood. If you are not entirely satisfied with your purchase, it is easy to exchange or refund. Simply follow the instructions, and submit a request for return/exchange in your order page and we will try our best to meet your request.
We will NOT accept order cancellation request if the order have already been shipped out.
-Purchase only can be returned or exchanged within 14 days from the date you sign to receive the item. After the package is returned, please provide the accurate return logistics tracking number in a timely manner. Once the warehouse department receives the returned package and verifies it is correct, we will process your return or exchange request within three working days.
-As frame lenses are custom products, no reason-free returns are available. If the customer feels that the prescription of the lens is wrong, the customer can go to the local regular optical shop for optometry. We can remake lenses for customers free of charge if the customer provides a prescription report that shows that we have made a deviation in the production of lenses.
-Need a different size, color or pattern? Have a hassle-free exchange as long as it is in stock.
-Items must be unused, undamaged and in original packaging with all the original labels ,ensure that all articles in the package are intact ! If not, the buyer is responsible for all incurred fees and no refund will be issued.
-Buyer is responsible for return shipping cost if it's your personal reason(placed wrong size/color/quantity or in your opinion the item is not as described.) You will be responsible for paying for your own shipping costs for returning your item.
-Seller is responsible for return shipping cost if it's our mistake.(shipped wrong size/color/quantity or it is defective/damaged/low quality or wrong item.)
*Items that do not meet these criteria will not be considered for return.
Please contact us with firstname.lastname@example.org to get the return address, we will not put our return address on the package label, if you send the package back as the address on the label without asking us, we will not accept your refund requirement.
1. Your order did not arrive due to factors within your control (i.e. providing the wrong shipping address). When your order did not arrive due to the wrong shipping address you provided, you will be charged for the shipping fee if you want us to resend it to you, and you will also be charged for the shipping fee if you wanna apply for a refund.
2. When your order was returned back to us because there is no one to receive it in time, you will be charged for the shipping fee if you want us to resend it to you, and you will also be charged for the shipping fee if you wanna apply for a refund.
3. Your order did not arrive due to exceptional circumstances outside the seller’s control (i.e. not cleared by customs, delayed by a natural disaster).
4. Other exceptional circumstances outside of our control.
5. You make wrong orders and we have shipped your orders.
6. You make wrong orders and you do not want to return the item ( Buyer must pay for the return shipping since they are asking for exchange for the items, this might happens usually for the item which has variants of size, that is why we always encourage buyer to check our sizing chart very carefully before making the orders to avoid any different perception of sizing standard for some countries or manufacturers. )
7. You change your mind after the orders reach your country and asking for return.
8. We can't accept the unconditional return / refund.
9. You will be charged the shipping fee as well if your order was refused to receive by address or yourself.
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
We considered that every customer as they have read this refund policy before they place the order, the behavior of their purchase was considered as they agree with this policy.