We will only provide a refund in the event of damaged or defective items that we cannot replace. If you wish to return or exchange an item you must first contact us within 7 days of arrival by email at hello [at] uguisustore.com
We will not be able to accept return or exchange of items if contacted after 7 days of arrival, so please make sure to open the package and check the contents as soon as the package arrives.
Sale items and discounted order can not be returned.
Pre-order items can not be returned. We will not be able to accept cancel/refund for pre-orders.
All customers are responsible for shipping costs as well as duties on all returned items.
We can not refund shipping if the package has already been shipped.
When the package for your order gets returned to us after no re-delivery is arranged when you needed to, we can resend you the package but you will need to pay for the postage again. If you choose to cancel the items, we can refund the amount for the purchased items but not the postage as it has already been shipped and is totally non-refundable.
DAMAGE AND BREAKAGE OF ITEMS
If your order arrives damaged, please contact us at order[at]uguisustore.com as soon as possible and do not throw away any packaging especially the outside box.
In order to process a claim, we will need photographs of the following:
Damaged merchandise inside the box displayed as it arrived to you.
Packaging material used (bubble wrap, paper, etc.)
Damaged item outside of the box.
1 photo displaying the top and 2 sides.
1 photo displaying the bottom and the opposite sides.
If you believe your package was lost or mis-delivered please contact us so that we can open an investigation with the carrier.
Please note that we are not able to exchange or refund any item after use.
Please open the package and check the contents as soon as you receive it and contact us within 7 days after you receive the package if there is any problem.
If the package is left without opening for over 1 week of arrival insurance will not be covered and we are unable to provide replacement or refund for the damaged items.
[WHEN THE DAMAGE IS OBVIOUSLY MADE BY POOR HANDLING DURING DELIVERY]
You need to file a claim to the carrier (post office or UPS depending on your shipping method) before we request for the investigation and compensation. It may take up to a few weeks before all this procedure will be completed.
We strongly recommend customers to choose shipping option with insurance especially if any breakable items are purchased. Registered Airmail covers only up to $50, if the total amount is over $50 make sure you select EMS shipping. We will only provide a refund in the event of damaged or defective items that we cannot replace.
We use Stripe or PayPal for processing payments. Customer can choose whichever way they would like to use. The data you enter on our checkout is transferred directly to Stripe or Pay Pal, and is not stored by us.
Some countries may charge customs and duties for your purchased items upon arrival to your country. These charges are payable by you not by UGUiSU.
All orders are processed in USD. While the content of your cart is currently displayed in USD, however you will be charged in your default currency converted from USD.
BACKORDERS AND SOLD OUT ITEMS
Many of the items are regularly restocked and if items say sold out they can be backordered. You can email us to request the sold out items or sign up to be notified for the restock from the product page.
If a backorder item is included in your order your order will not be shipped until all item is available. If you would like to receive available items first then the backorder item when it is available later, we are happy to do that although there will be extra shipping required.
Occasionally we may need to cancel item/s from your order if item/s are not available and can not be restocked within 3 weeks. We will refund the item/s cost and partial shipping (if applicable) if any of the items are cancelled.
You can sign up to be notified for the restock of the products on each product page.
Please also see the FAQs page for more information on shopping with UGUiSU online store. You are always welcome to send messages if you have any questions from the contact form.
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