Returns & Exchanges

Thank you for shopping at our online store! As part of our commitment to your satisfaction, we want you to love what you ordered, but if something is not right, let us know for a refund or an exchange as appropriate. The terms outlined here apply only to purchases made through our online shop.  

General 

Qualified Returns. Unused, unworn, unaltered and unwashed merchandise with original tags and receipt may be returned for a full refund of the purchase price after the deduction of other charges, such as shipping cost, etc. or an exchange within the time limits specified below.

Exclusion for Returns. Due to hygiene concerns, we do not accept returns for all panties, girdles, hosiery, bodysuits, body care, adhesive products or any altered merchandise. In addition, we do not accept any on sale or clearance products or gift items as these sales are considered final. Any non-qualified and non-conforming returns will be rejected. You will be billed for the return shipping cost if you want the good(s) sent back to you. Otherwise, the good(s) will be disposed of.

Return Condition. All merchandise must be returned in its original condition with packaging and tags intact. No refunds will be made on goods found to be used, worn, washed, altered or damaged upon inspection.

Proof of Return. In case that you return your parcel using any postal service, we ask that you obtain a proof of postage receipt so that if your parcel goes missing on the way back to us, you will have proof that you sent it.

Quality Issue / Missing / Wrongly Sent Items. If there are any quality issues, missing or wrongly sent items, please report to us specifying the label, order number and product code within 7 days of its receipt/delivery by Contact us. We will require you to provide the photo of the good(s) received if we consider necessary. Return shipping costs will be refunded only on faulty items or items sent in error. For all other returns, the customer is responsible for the cost of return shipping.

Return Procedure. Please refer to the different return requirements below for International order and Local order respectively. For further details, please visit "Returns, Exchange And Refund" section under "Frequently Asked Questions".

Means of Refund. Refunds can only be issued to the card, Paypal account or Alipay account used for the original purchase. Once we receive the returned item(s) in its original condition, we will issue your refund within 3 working day and will notify you by email. Depends on your card issuer, Paypal or Alipay, it may take a month for the funds to show back into your account.

Amount of Refund. Original and return shipping costs paid by you are not refundable, unless your items are faulty or wrongly sent or missing. Customers are responsible for return shipping cost. Moreover, some or even full shipping cost had been covered by us based on your original purchase amount. Therefore, in case of return for a refund, that portion of shipping cost originally borne by us will be deducted from your refund on pro rata basis. We will notify you the refund details by email.

Maintenance. No alteration and/or maintenance service will be provided for all online purchase.

We reserve the right to amend our Returns & Exchange Policy without prior notice and refuse any refund and/or exchange without any confirmation or notice from us.


For International Orders

Time Limit for Returns. Online order shipped outside Hong Kong is international order. Any qualified return shall be made within 30 days of delivery.

Return for a Refund. International order made by registered users must sign in and submit your request using our "Return" button at "View your order history" page under "My Orders" in "My Account". Guest checkout users, please contact Customer Service with your order number by Contact us. All returns for refund must be made by post or parcel with tracking. For detailed return procedure, please see "Returns, Exchange And Refund" section under "Frequently Asked Questions".

Return for an Exchange. International order that is eligible for return will be treated by refund only and no exchange is allowed. Customers who want an alternate product must return the original item for a refund in line with the above policy and place a new order.


For Hong Kong Local Orders 

Time Limit for Returns. Online order shipped within Hong Kong is local order. Any qualified return shall be made within 14 days from the invoice date. 

Refund for a Refund. Any local order that is eligible for return can be returned for a refund. Local order made by registered users must sign in and submit your request using our "Return" button at "View your order history" page under "My Orders" in "My Account". Guest checkout users, please contact Customer Service with your order number by Contact us. All returns for refund must be made by post or parcel with tracking. For detailed return procedure, please see "Returns, Exchange And Refund" section under "Frequently Asked Questions".

Return for an Exchange via Physical Shops in Hong Kong. Instead of return for a refund, local order can be returned for an exchange. No online application is required. Simply bring along the qualified return item(s) that you wish to return for an exchange and the official invoice enclosed in the parcel to any SATAMI shops in Hong Kong within the time limit specified. No refund will be made at SATAMI shops. Each invoice shall only be returned for exchange once per receipt irrespective of the quantity of items in the invoice. The item of return can only be exchanged for item(s) with same value or higher and the customer shall pay the extra. No credit or refund will be given for the any exchange with lower value. No refund or exchange for the exchanged item(s).

*Special reminder - Please do not use the "Return for a Refund" procedure to submit the return form above if you decide to exchange any item at physical shops in Hong Kong. Otherwise, the return for a refund might not be successful due to double handling.