Returns & Exchanges

    Customers may apply for a return or exchange within 14 days after receiving product(s). Refunds will be made by the same method you used to pay.

    Please note: items marked “Final Sale” cannot be returned/exchanged.

    Sale and promotional items are excluded and remain subject to our regular return/exchange policy.


    CANCELLATION

    We accept order cancellations before product shipping processing. If the order is cancelled by that time, you will get a full refund.

    If the product has already been shipped out, we will unfortunately be unable to cancel the order.


    RETURN/EXCHANGE CONDITIONS

    • All items must be returned in their original selling condition, without having been worn, washed or altered, and with all their tags still attached.
    • All items must be returned with their original boxes.
    • All items must be returned in one package.
    • Return/Exchange shipments must be made using the same service as the original delivery.
    • We can only accept returns/exchanges from the country to which an order was originally shipped, for example, orders delivered to the US must be returned from the US.
    • Customised items cannot be returned.
    • The return/exchange is unfortunately not free of charge (import and shipping fees will be charged at your own expense).
    • Naturally any faulty items can be returned.

    We reserve the right not to accept any return/exchange if the product shows signs of wear or has been used or altered from its original condition.

    You will be informed if we reject your refund/exchange.


    HOW TO RETURN AN ITEM OR AN ENTIRE ORDER?

    Step 1: Please contact our Customer service team to start the return process with the following information:

    • Order number
    • Proof of purchase
    • Video or photo of the faulty product

    Step 2: Insert your receipt, along with the items, back into the original packaging.

    Step 3: Fill out all three copies of the Returns Pro-Forma Invoice Form. Insert all copies in the transparent envelope and attach it to the package without closing it. These documents are required for customs, so please be sure to complete all three copies.

    Step 4: Turn package over to the courier, after the courier has checked the return shipment, please close the package securely.


    REFUND

    In case of a return, your refund will be credited to the original payment method. The customer is responsible for shipping the products back related fees, including shipping fee and customs fees.

    Once your package reaches us, please allow 5 business days (depending on peak times) for your return to be processed. If your return does not meet the conditions listed, the package will be sent back to you at your own expense. When your return has been accepted, your refund will be issued and you will receive a confirmation email.


    RETURN/EXCHANGE INFO.:

    Return/Exchange Address: Building 10, No.508 Zixu Road, Maqiao Town, Minhang District, Shanghai, China.
    Postcode: 201111

    We’re available to support you via:

    Email: info@maggieframe.com

    Service Tel: 0086-15502115992

    We strive to respond to your questions within 24 hours.

    Customer service chat hours:

    Monday - Friday : 9 am - 18pm EST

    Now available in English.