Refund policy
All of TO HAS products are non-refundable. If you find your item isn't fitting quite right, we are more than happy to do an exchange by issuing you a store credit to the value of your item (minus original shipping charges) if the following is met:
Items must be shipped out within 10 calendar days from the date you receive your order as evidenced by the courier's tracking information.
Returned items must be in their original form (not worn, altered, washed) and have all original tags/labels attached
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If the return amount takes you under the threshold for free postage, the amount will be deducted from your store credit as you will no longer be eligible.
You must provide the tracking number with the name of your chosen shipping carrier. Our warehouse will not accept any return parcels without the information.
A store credit code will be issued for the amount of piece/s returned excluding the original shipping cost.
Once your return has been received and inspected, we'll email you to let you know when the store credit has been issued.
SHIPPING COST
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If the return amount takes you under the threshold for free postage, the amount will be deducted from your store credit as you will no longer be eligible.
Adequate quality goods are final sale.
We only accept a return of defective goods or goods distinctly different from the description.
In case goods failed to come in terms of size/ fit, style or color shade we will not be able to make the return.
Please look to size chart specified on the website while placing an order.
Damaged, defective or incorrect items must be reported within 2 days of delivery.
Depending on the circumstances, we may extend this period up to 5 working days; Please report your item as soon as possible for evaluation. (Note: If such items are not reported in a timely manner, we will not issue store credit.) If you believe you have received a damaged or defective item, please contact us at
storegotohas@gmail.com and provide the following information:
Original order number and your current shipping address
Brief description of damage
Photos of defective or damaged items
Note that we can accept goods only in case it is hanging by the wall, its marketable condition, consumer attributes, stamps, and factory labels or packing box are untouched.
We will contact you within 24 hours.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same product, please send us an email to
storegotohas@gmail.com.
Please note that below reasons are NOT considered faulty:
variation • Color from product photos Smooth design deviations from product photos, such as printing / lace patterns and mechanisms Minor size variation within ± 3 cm in measurements
• minor defects such as loose threads, creases, marks, etc.
• Independent damage to the goods when trying on the goods
• Subjective opinion of the buyer about quality and preferences
product • Product does not fit
• I don't like the product
Does TO HAS issue refunds?
We offer store credit for all returns. Please treat store credit like cash.
Address For Returns!
Attention: DO NOT ship the products to the address specified on a parcel. It is not the address for return. If you sent goods without notice of Support Service, such goods are not accepted.
Please contact us at
storegotohas@gmail.com
Once we receive your request, we will be in contact with you within 24 hours.
Customer is responsible for postage when returning an item. It is advised to use a trackable shipping service or purchasing shipping insurance when returning items, as we are not responsible for items lost in transit, and shipping costs will not be reimbursed.
RETURN PROCESS
Email
storegotohas@gmail.com including your full name and order number. Attach photo(s) in the email if you have received a defective item or wrong color/style/size.
We will review your return item(s) and send an email to update you on whether the request has been approved or denied.
Return Authorisations Number will be issued if your return is approved. Follow the instructions and ship your item(s) to the return address we provide in our reply.
You must provide a valid tracking number with the name of your chosen shipping carrier. Our warehouse will not accept any return packages without this information.
As soon as your return has been processed at our warehouse, we will send you an email on whether your returned item(s) are approved or denied. If it is approved, the store credit will be issued and sent to you via email within 14 working days.
Please be sure to send us your item(s) back in full accordance with our Return Policy:
Items must be sent back within 10 days of the delivery date.
Items must be unworn, unwashed, and have original tags attached. Shoes must be unworn, show no signs of wear, and be returned in their original packaging.
Items must be free of stains, makeup, deodorant, or wear. If your return is soiled with makeup or tarnished with deodorant, perfume or similar product stains, it will be shipped back to you and is subject to additional shipping cost.
Bodysuits, swimwear, undergarments, beauty products, cosmetics, and accessories are non-returnable.
E- gift cards are non-refundable or exchangeable.
When sending back items from multiple orders, you must fill out an order packing slip for each applicable order.
All returns are refunded via store credit in the form of TO HAS E-Discount Card Code.
We are not liable for any return packages that may become lost or stolen in-transit. Please keep your proof of postage and/or return tracking number when shipping back your returns.
Reserved rights regarding RETURNS
We reserve the right to solely define and limit, refuse, and/or reject returns from customers at any time due to:
An irregular or excessive returns history indicative of "wardrobing;"
An irregular or excessive returns history involving worn, altered, laundered, damaged, or missing items; or
Potential fraudulent or criminal activity.
Similarly, we reserve the right to refuse service to any customer or entity, due to similar actions as noted above.
Store exchanges
Because we can't ensure the style/size required will be available by the time returned items come back to the Distribution Center, except in very limited circumstances, we are unable to accommodate exchanges.
TO HAS is not responsible for returns until they reach our Distribution Center. Keep your proof of postage and ship your return along with a tracking number as we are not liable for return packages that are lost or stolen in-transit. Without proof of receipt and delivery, TO HAS will not issue store credit for your returns.
What if my package is refused or not delivered?
This can happen if (1) an address is invalid or missing information, (2) the carrier is unable to deliver your package, or (3) the order is refused by the customer at time of delivery.
Returned-to-Sender or Refused packages will be restocked and you will be issued store credit in the form of our E-Gift Card minus the initial shipping charge.
We are unable to make changes to orders once they have been placed in our system and at least 5 hours passed. To ensure that your package is properly delivered, make sure that your address is entered correctly and includes all relevant information. The use of correct abbreviations, street numbers, building or apartment numbers, and route information (if applicable) are critical to ensuring delivery.
We do not take responsibility for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect at the time of purchase.
Refused or undeliverable packages are subject to return shipping costs that vary by the shipping method used in the original order.
If you choose not to have your order re-delivered, we can refund you the cost of the items, but the original shipping cost and the undeliverable charge from the carrier will be deducted from the refund as well as a 25% restocking fee.
Order cancellations
We will not be able to cancel orders once it has begun to be processed. As a general rule of thumb, if you do not email us within 5 hours of placing an order, there is a high chance that we will not be able to cancel it. Nonetheless, do drop us an email at
storegotohas@gmail.com as soon as possible if you would like to cancel your order.