Return& refund

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a refund, exchange or replacement, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging and returned to our warehouse. You’ll also need the receipt or proof of purchase. 

To start an exchange, replacement or refund, you can contact us directly at customercare@ultimoboutique.com. We always prioritize exchange, replacement & refund related inquiries, but as we are currently experiencing high volume of inquiries, it is advised to title your email in the format of Refund / Replacement / Exchange + Your Order Number. Please do not reply to any automated emails like order confirmation, shipping updates, news letters and etc. as they might be filtered. All items must be returned to be eligible for exchange, replacement or refund. Items sent back to us without first requesting a return will not be accepted. If your return is accepted, we’ll send you an instructions on how and where to send your package. 

Damages & Defect 

Damages refer to any form of break, scratches, crushed or deformation of the item's physical shape. While defect refers to any malfunction of the items within warranty period or unstated imperfection of their designed shapes or appearance

Once a parcel is marked as delivered, it is considered to be under the consumer's custody and it's therefore the consumer's responsibility to keep it safe and away from hazard that might cause damages. It is also the customer's responsibility to inspect your order upon reception and contact us immediately within 3 days if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Any damage claimed 3 days after the parcel being marked as delivered would be deemed to caused by customers and therefore not eligible for exchange, replacement & refund.

Any defect claim related to imperfection of an item's physical shapes or appearance ( e.g.: unremovable stain ) would be deemed to caused by customers and therefore not eligible for exchange, replacement & refund. 

Missing Parcels

Once a parcel is delivered, it is under the customer's custody and it is the customer's responsibility to keep it safe. If you received a parcel delivered message but cannot find it anyway, please contact us via email: customercare@inspecialhome.com within 7 days from the first day you receive the  parcel delivered message so we could inspect or send you a replacement 

Exceptions / non-returnable items

Please note that any cancellation, refund or exchange when the item is in transit will not be accepted.

Given the nature of the products and the current covid condition, certain types of items cannot be returned or refunded, include intimate goods, customized or made on demand products and gift items.

It is customers' responsibility to make sure the address is correct, complete, permanent and can be reasonably delivered. Any items missing, damaged or failed to deliver due to incorrect, incomplete or unaccessible address and relocation of customer are not refundable either.

It is the customers' responsibility to track the parcel and coordinate their time for delivery, reschedule the delivery or collect the parcels themselves timely. Missing parcels or parcels being disposed by the local courier due to customers' absence, failure to reschedule or failure to collect the items timely is not eligible for refund. Parcels being returned by the couriers due to multiple failed delivery attempt caused by customers' absence or failure to collect the parcels timely is only eligible for partial refund ( order value - returning shipping fee ).

It is customers' responsibility to inspect the items upon receiving. In the circumstance of defective / damaged items, please notify us within 7 days from the first day you receive the parcel delivered message. However, defective or damaged items failed to file a refund / replacement request within the 7-days time frame is not eligible for refund or replacement.

Exchange & Replacement Process

All items need to be returned for exchange or replacement. Customers are responsible to return the item with reasonable protection to the given warehouse address and share with us the tracking info so the warehouse staff could expect and inspect the item asap once it arrived. The replacement or exchange items would be shipped out within 3 business days once the inspection finished and customer support would share with you the tracking info of the new parcels.

Refunds Process

All items need to be returned for refund. Customers will be responsible to return the item to the given warehouse and with reasonable protection. It is advised to share with us a photo record that showcase the condition of the refunded item before shipping off to us. We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 7 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at customercare@ultimoboutique.com.