SHIPPING AND RETURNS

Part I. Return and Exchange

  • The purpose of this Return & Exchange rule is to let you know our seven-day return and exchange rule for no reason, the return and exchange rule for goods with quality problems, and the related processing process and time.

  1. Seven-day no-reason return rule 

  • We promise that within 7 days from the date the customer receives the product (subject to the receipt date), you can contact our customer service to apply for a return or exchange if you meet the relevant “return conditions” and do not belong to the relevant “No return or exchange circumstances”. Before applying for after-sales service, you must first contact our customer service, let us register the information and tell you how to return. Customer service hotline: 021-56510957 (9:00-18:00); Email: service@noteonwhite.com.

  1. Return and exchange conditions

  1. The goods are within the return or exchange period of use; 
  2. The goods should be kept in the original condition at the time of sale, without use, washing or modification, and without stains or cosmetics; 
  3. The internal and external packaging of the goods is intact (including package stuffing and outer packing boxes or outer packaging bags), the accessories, tags, anti-counterfeiting are intact, unscratched, and the labels are complete and in good condition; 
  4. If an invoice is issued, the invoice must be returned at the same time as the goods. If the invoice is lost, the return cannot be processed for you (only for returns). 
  5. Indicate the reason for return, if there is a quality problem, please be sure to indicate, and upload the relevant photos; 
  6. If the product has additional gifts, please return the gifts together, the gifts should keep the original quality when receiving the gifts, if the gifts can not be returned, according to the online price in the refund. 
  7. When you return the goods, you must not stick the tape directly on the outer package of the goods, so as not to damage the package. Please keep the goods and packing as is.

  1. Returns and exchanges are not accepted

  1. Any goods not sold by our store;
  2. The product itself is no longer in good condition due to use, washing, processing (such as modification of dimensions, etc.), soiling or damage; 
  3. Product accessories, tags, certificates, logos, labels, etc. are removed or cut or damaged, the inner and outer packaging of product boxes or bags are lost or damaged or returned to other non-original packaging boxes/bags, and other circumstances that make the product no longer intact; 
  4. The invoice issued at the time of purchase is lost, but the return is still required (only applicable to return); 
  5. Goods that exceed the applicable return or exchange period; 
  6. Goods that are clearly informed of defects at the time of purchase and then requested to be returned or replaced on the grounds of defects; and 
  7. Other circumstances in which it is expressly stated in writing that the consumer cannot return or exchange the goods, and circumstances in which the consumer has no right to return or exchange the goods according to the law.

  1. Special exchange rules

  1. The goods can be signed within 7 days from the next day (subject to the signing date on the logistics document) to apply for a seven-day replacement service without reason or replacement service due to quality problems; 
  2. The seven-day replacement application with “inappropriate size” is limited to the replacement of different sizes of the same type of goods (the same type of goods refers to the same product number and the same color), and the replacement application with “quality problem” is limited to the replacement of the same product (the same product refers to: Same item number, same color and same size), but the above two replacement requests are accepted only if the store still has the required replacement items in stock. 
  3. When the warehouse implements the delivery of replacement goods, if it is found that the goods you apply for replacement are out of stock, or the goods in stock cannot meet our delivery standards, we will handle the refund according to the return, and refund the full amount you actually paid for the returned goods, and your returned goods will not be returned. In addition, we will not make any other compensation to you. 
  4. Each product can only be exchanged once, if you are still not satisfied with the goods after the exchange, you can apply for a refund under the premise of complying with the seven-day return rule without reason or the return rule of goods with quality problems. The return period will be reset the day after you sign for the exchange. 
  5. After your exchange application is approved, please be sure to return the goods to our designated warehouse within 72 hours and upload the return logistics number on the relevant order details page or contact our customer service. The exchange application that does not upload the return logistics tracking number according to the above specified time will be automatically closed by the system. 
  6. Within 48 hours after you upload the return logistics tracking number, the logistics package information must be displayed. Overdue replacement applications that do not display logistics package information will be automatically closed by the system. After you transfer the returned goods to the logistics company, please pay attention to the logistics information in time, so as not to affect your normal exchange. 
  7. If the replacement goods you send back, verified by the warehouse and after-sales service center, do not meet the seven-day no reason to replace the rules (see article 1) or have quality problems of the goods replacement rules (see article 2), customer service has the right to refuse your replacement application.

  1. Special tips

  1. The official website recognizes quality problems: the goods have obvious damage, large area dyeing faded, there are obvious off-line, there are obvious stains that cannot be washed off. 
  2. Quality problems not recognized by the official website: 
    1. Small thread, raw edge (clothing products are more common), color difference caused by different displays (color difference is difficult to avoid due to different displays), thickness dispute (can not be identified), wiring, feel, clothing details and customer’s personal subjective will changes and other factors. The above range can not be used as a quality problem return, please understand. (Please be sure to click on the larger image when you buy again) 
    2. When choosing the size, please refer to the size guide to choose the size that suits you personally. The customer service staff does not provide suggestions. Please understand that if you apply for a return or exchange for size reasons, it does not belong to the return or exchange of goods with quality problems. 
    3. The product page and picture are only a brief introduction to the product, and all parameters of the product are subject to the physical object. 
    4. Any goods with quality problems caused by improper use and storage. 
    5. If the outer package of the goods is damaged (including the package stuffing and outer packing box or outer packaging bag), please confirm with the Courier when signing for the receipt. If the damage is unacceptable, the Courier can be rejected and contact customer service for return processing. If the goods are returned or replaced due to damaged packaging after signing, the freight shall be borne by the customer.

  1. Return and exchange express and freight instructions

  • The return and replacement freight caused by product quality problems shall be borne by the company, and the customer shall advance the payment first. After the return, the Courier tracking number and Courier bottom photo shall be provided to the customer service office to register the return freight. We do not accept goods returned by Katie by surface mail, certified mail to collect. If the return or exchange is not caused by the quality of the product, the postage will be borne by you. 
  • In order to ensure the safety of the goods you send, please be sure to choose a Courier company that can let us open the box and check the goods when you return the goods. The risk of in-transit transportation of the returned goods is borne by you. For some returned goods of higher value, it is recommended that you consider purchasing a premium insurance service when sending the returned goods.

  1. Return and exchange process

  1. Please launch the return application in accordance with the regulations, after your application, please patiently wait for our personnel’s review, the general review time is 1-2 working days, after the review is completed in strict accordance with the relevant return rules, if the goods cannot be signed for normally due to express and address problems, the loss is your own. 
  2. If it is a replacement, we will normally send the goods you need to replace within 2 working days after receiving the goods you sent back. If the stock is insufficient, we will contact you for a refund. 
  3. In the case of return, we will refund the goods within 7 working days after receiving your return. 
  4. When returning goods, please use the original packaging (including the original shoe box, clothing and accessories outer packaging, etc.) and ensure that the internal and external packaging of the goods is in good condition. If the original package contains the shipping list of the store, please indicate the reason for return and exchange on the shipping list, and send the shipping list with the package; If there is no shipping list, please prepare a blank sheet of paper and fill in your name, order number, item number of returned goods, quantity and reason for return, so that we can timely process the returned package after receiving it. At the same time, if it is a replacement application, you also need to indicate the item number, color, size and other relevant information of the product to be replaced. 
  5. Return address: Room 401, Block B, No. 1339 Changde Road, Putuo District, Shanghai, Customer Service (collect), Tel: 021-56510957.

Part II. Express Distribution Rules

1. Delivery charges 

  • China: We designate “SF Express” (SF Standard Express) for delivery of goods, all regions free delivery. We currently do not provide delivery service of any designated express companies. 
  • Outside China: You need to pay the postage separately, please consult our customer service staff for the specific amount, we will estimate according to your delivery address. We give priority to DHL Express for delivery, you can also choose an international Courier company.

2. Delivery time 

  • Under normal circumstances, orders will be shipped within 72 hours. In case of major holidays or promotional activities, the delivery time will be delayed accordingly. Ordinary express small parcels, delivered to East China and coastal areas 2-3 days, other areas 3-5 days, especially remote areas 7-8 days. Group purchases of larger orders, generally by car transport, increase the above time by 2-3 days. 
  • If you want to know the logistics of your order, you can inquire through the service hotline or website of the following express companies: 
  • SF Express: tel. 95338, website: www.sf-express.com 
  • In addition, please note that we do not  provide the following services:
    • Delivery with specified delivery date and time
    • Change delivery address after order submission

3. Sign for inspection and express delivery

  • 3.1 Inspection Tips 
  • Please check the quantity of goods (including gifts) with the Courier face to face, whether the style, color and size of the goods are correct, whether there is any damage to the goods, and whether the accessories and packaging are complete and intact. If confirmed, please sign for the goods. If you find that the quantity is inconsistent, the product is inconsistent, the product and its accessories and the packaging are missing or damaged, please reject the product and contact the customer service staff in time, the customer service staff will handle according to the actual situation.
  • 3.2 Precautions for inspection 
  • By signing the express form, you will be deemed to believe that the quantity of the goods is correct and that the goods, their accessories and packaging are in accordance with the goods you ordered and are free from any damage. If you fill in that the consignee is not you, the consignee’s behavior and expression of intention of the legal consequences should be borne by you. 
  • You understand and agree that the consignee’s reception desk/colleagues, residential property/doorman, neighbors or relatives and friends can receive the goods on behalf of the consignee. If you do not want others to receive the goods on behalf of you, it is recommended that you indicate in the order delivery address that you must receive the goods, and take the initiative to contact the Courier at the delivery stage to ask for delivery only to me. 
  • If the consignee refuses to sign for the goods without valid reasons, the freight shall be borne by you.