Returns, Refund & Dispute

Fail to receive an item?

1. Tracking information is unavailable

Tracking information is unavailable – No information can be found on the carrier’s official website for the tracking number provided. In this case, we will take the full responsibility and make a full refund to you

  • 2.1 We shipped out the item, but you did not receive it—- Shipping information is incomplete

    Case 1: The item is in transit – This refers to any delivery failure cases except for customs detention. The tracking information shown on the carrier’s official website includes: customs cleared, leaving the processing center, being dispatched to XXX, etc. In such cases, we should take the full responsibility and make a full refund to you in principle

    Case 2: If the delivery fails because the address the buyer provided is incorrect or incomplete (according to what is indicated on the official website of the shipping carrier, e.g.’the address is unavailable for delivery’), but the item is shipped back to us

    For non-customer made items: We will deduct the shipping fee while return the rest of the payment to the buyer

    For customer made items: Buyer will undertake the shipping fee as well as a 50% refund of the product purchase price

    In this case, If the buyer needs the item, he or she should pay for the shipping fee, and we will reship it to the right address

    Case 3: If the delivery fails and the item is not returned to us

    In this case, the buyer should be eligible for a partial of the product purchase price as well as the shipping fee.

  • 2.2 We shipped out the item, but you did not receive it —- The item is held at the customs

    This refers to the case that the package is held in detention at customs. The dispatching party should be responsible for providing evidences to clear the customs

    Case 1: If the item is held in detention at the dispatching party’s customs, we should make a full refund to the buyer

    Case 2: If no written certification is provided by the customs about the detention, the goods are deemed to be en route and we should handle the case based on the specific situations according to 2.1

    Case 3: If the item is held in detention at the customer’s customs, the buyer is responsible for clearing the customs

  • 3. The item is successfully delivered.

    It refers to the case that the tracking information available on the official website of the shipping carrier shows that the order has been successfully delivered to the destination

    Handling Methods

    Case 1: The information on the shipping bill of us matches completely with the shipping information confirmed by both of us, and the information about the successful delivery matches with each other as follows:

    • Countries, cities, postal codes, time and signees match
    • Countries, cities, postal codes and time match but no signee is found on the official website of the shipping carrier
    • Countries, cities, postal codes and time match but signees do not match
    • Countries, cities, time and signees match but postal codes do not match

    For any of the above situations, we will not accept such kind of cases

    Case 2: The information on the shipping bill of peaksugar.com matches completely with the shipping information confirmed by both of us, but the information about the successful delivery does not match with each other as follows

    • Countries and time match but cities and postal codes do not match and no signee is found on the official website of the shipping carrier. •Time matches but countries, cities, postal codes and signees do not match. For any of the above situations, we should refund the full payment to the buyer.
  • 4. The item is shipped back to peaksugar

    It refers to the case that the tracking information available on the official website of the shipping carrier shows that the order has been successfully delivered to the destination

    Handling Methods

    Case 1: The information on the shipping bill of us matches completely with the shipping information confirmed by both of us, and the information about the successful delivery matches with each other as follows

    • Countries, cities, postal codes, time and signees match
    • Countries, cities, postal codes and time match but no signee is found on the official website of the shipping carrier
    • Countries, cities, postal codes and time match but signees do not match
    • Countries, cities, time and signees match but postal codes do not match

    For any of the above situations, we will not accept such kind of cases

    Case 2: The information on the shipping bill of ericdress.com matches completely with the shipping information confirmed by both of us, but the information about the successful delivery does not match with each other as follows

    • Countries and time match but cities and postal codes do not match and no signee is found on the official website of the shipping carrier
    • Time matches but countries, cities, postal codes and signees do not match. For any of the above situations, we should refund the full payment to the buyer.

 

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