1. Policy Purpose & Regional Scope
At Robeatelierov, maintaining transparent operational guidelines regarding product returns, replacement options, and customer reimbursements remains a core business commitment. This policy document outlines the terms and conditions governing returns across our online dress retail platform serving individuals residing within the Hong Kong Special Administrative Region. Our operational framework complies fully with the Sale of Goods Ordinance (Cap. 31) and the Consumer Goods Safety Ordinance (Cap. 456) of Hong Kong, alongside global digital marketing and search advertising compliance policies.
2. Geographical Limitations & Payment Structure
Robeatelierov offers dress retail services exclusively inside the Hong Kong Special Administrative Region. We do not process international shipments, nor do we accept return requests or exchange inquiries originating outside local Hong Kong addresses.
- Payment Methodology: We operate exclusively on a Cash on Delivery (COD) basis. Customers pay the exact order total directly to courier personnel upon physical receipt of their merchandise.
- Fee Structure: We charge $0 for restocking returned merchandise and apply no hidden processing fees to any return transaction.
3. 30-Day Return Eligibility Guidelines
We provide a 30-day return policy that starts from the exact calendar day your order is delivered to your specified physical address.
Eligible Conditions
Return requests are accepted exclusively under the following specific circumstances:
- Defective or Damaged Garments: The delivered item arrives with structural defects, torn seams, faulty closures, or physical damage.
- Incorrect Merchandise: The delivered package contains an incorrect dress size, color, or style that differs from your electronic order details.
Non-Eligible Conditions
We do not accept returns, exchanges, or refund requests resulting from a customer's change of mind, personal preference changes, or inaccurate size selection during purchase. We encourage shoppers to consult size charts and garment descriptions before finalizing order submission.
4. Step-by-Step Return Process
If you receive a damaged or incorrect dress, please follow this standardized procedure to initiate your return request:
- Email Notification: Submit an email request to our support team at dress@robeatelierov.com within 30 days of item delivery. Include your order reference number, delivery address, and clear photo documentation demonstrating the garment issue.
- Complimentary Pickup Arrangement: Upon reviewing your request, our team coordinates a complimentary courier pickup directly from your doorstep in Hong Kong. We cover all local pickup logistics costs for valid return requests.
- Transit to Facility: The courier transports the returned garment to our Central, Hong Kong facility for physical evaluation.
5. Item Evaluation & Resolution Protocols
Once the returned garment arrives at our facility, our evaluation team conducts a physical assessment of the item within 24 hours of receipt.
- Replacement Arrangement: If the returned item is defective or incorrect and replacement inventory remains available, we arrange a fresh replacement item and dispatch it to your doorstep at no added cost.
- Full Refund Disbursement: If the item is damaged beyond repair or replacement inventory is unavailable, we initiate a full refund of the original purchase amount.
6. Direct Bank Transfer Refund Mechanics
Because Robeatelierov operates on a Cash on Delivery framework, our checkout system does not collect or retain customer electronic payment details during purchase transactions.
Information Collection & Privacy Protection
When a full refund is granted, our support team contacts you via email to request your local bank account details. This information includes your bank name, account holder name, and account number. All collected account information is handled in strict compliance with the Personal Data (Privacy) Ordinance (PDPO) of Hong Kong.
Settlement Timelines
Upon receiving your bank details, our accounting department initiates a direct bank transfer. The refunded amount requires 5 to 6 business days to reflect in your bank account, depending on your individual banking provider's processing schedules.
7. Customer Support Accessibility
Our customer support representatives remain available to assist you with order inquiries, return logistics, or refund status updates during regular operating hours:
- Email Contact: dress@robeatelierov.com
- Telephone Contact: +852-5465-5584
- Service Hours: 9:00 AM to 5:00 PM HKT, Monday through Saturday
- Office Location: California Tower, 30-32 D'Aguilar St, Central, Hong Kong
We remain dedicated to delivering clear, transparent, and structured retail services across Hong Kong.