Return & Refund Policy
Thanks for purchasing our products at Marshmallow operated by FLOW & FLY ENTERPRISE.
If, for any reason, You are not completely satisfied with a purchase We invite You to review our policy on refunds and returns.
Return & Exchange
In order to be eligible for return & exchange, you have to return the product within 7 calendar days of your purchase. The product must be in the same condition that you receive it and undamaged in any way (including original brand’s packaging).
All sizes shown on size chart and we arrange the size according to customer’s decision.
Please allow 1-3cm different because of measurement tape differences. If the sizing is major different with our chart or we send the wrong size, you can send us related photos for proof. We will arrange the exchange of correct size.
However, if customer choose the wrong size, there is no change, so please carefully select according to 【size information】before every order.
Returns that do not meet our policy will not be accepted and will be sent back to the customer at your own cost.
Due to hygiene reasons, underwear/legging cannot be returned.
Please note that discounted/sale item is not refundable.
STEPS TO APPLY EXCHANGE
(i) Drop us message or email to email@example.com indicating the following information -
- a) Order Number –
- b) Your Name -
- c) Item which you would like to return -
- d) Reason for return - e.g. received 2XL but order size L
(ii) Once our team received your request, we will check if the item is eligible for return and revert to your msg/email with the status within 48hrs (during working days)
(iii) Please send the item back to the address provided in our reply email via trackable method.
Kindly ensure that the returning item has the tags intact and in it's original packaging. Please put the item into another paper/plastic bag and seal it up so that it will not be damaged during transit. We reserve the right to refuse your return if your item does not meet the above conditions and item will be mailed back to you at your cost.
Refund (If applicable)
We will arrange to have the damaged goods returned and either arrange for a replacement of the goods or refund the price to you. Damaged goods must be returned in the condition received by you with all original packaging. We reserve the right to reject any return, exchange, refund deemed unfit or unreasonable.
We regret to inform that any cancellations due to a change of mind will not be accepted. If the item delivered is the correct item ordered and is not defective, it will not be considered for a refund.
We reserve the right to reject any cancellation, refund deemed unfit or unreasonable.
The money will be refunded to the original payment method you’ve used during the purchase. For credit card payments it may take 5 to 10 business days for a refund to show up on your credit card statement.
If the product is damaged in any way, or you have initiated the return after 10 calendar days have passed, you will not be eligible for a refund.
If anything is unclear or you have more questions feel free to contact our customer support team. (The fastest way to get in touch is our FB messenger inbox)