Returns & Exchanges

Return Policy
1. All return requests must be submitted within 14 days of your package being delivered. 
2. The following items cannot be returned, refunded, or exchanged—① Items on sale ②Customised designs ③Bespoke designs
3. Returned items must be unworn, unwashed, undamaged with all original tags attached, in original packaging. We do not accept returned items that have been worn, damaged, washed, or altered.
4.Please print out and fill in the order form and enclose it in your returns. 
Note: If you are unable to print the order form, as an alternative, please write your order information (order number and email address), reasons for returning or exchanging, plus other comments on a piece of paper. Please enclose this in your returns package.
Note: We do not accept returned items that have not been processed and submitted first.
Return FAQs
Q: How do I initiate a return?
A: Please email us at shop@princessproject.co with your order number, reasons for returning, and any other comments. 
Q: Do I have to pay for return shipping?
A: Yes, the customer 
will be responsible for the fee. However, if an item is incorrect, damaged, or a faulty good, we will cover the postage. In this case, please send us an email attached with a clear photo of the item so that we can verify the issue.
 
Q: Can I cancel my order?
A: Once the order is processed and shipped, we are unable to cancel it. However, the customer can request a return upon receipt of the parcel.
Q: When will I be refunded?
A:  ① Please note that we will refund you the exact price of the item purchased. The price will be affected by additional discounts, promotions, coupon codes applied at the checkout. 

② A refund will be issued within 3 to 5 business days to the original card used to purchase the item(s). We do not accept refunds from alternative cards or different payment methods. Please note that processing payments may take up to 7 to 10 additional business days for the refund to be credited to your account.

③ If the value of the remaining products on your returned order is less than $1000 HKD for local orders; and $230 USD for international orders, a respective shipping fee of $50 HKD or $500 HKD will be deducted from the refund.
Q: Where do I send my returns?
A:  We do not accept returned items that have not been processed and submitted first. The address and contact information for the incoming return will be provided via email once the request is approved.
Q: Will you charge a return handling fee for the return or exchange?
A: 
There is no handling fee for return or exchanged items. However, kindly note ① Customers are responsible for shipping costs. ② If the value of the remaining products on your returned order is less than $1000 HKD for local orders; and $230 USD for international orders, a respective shipping fee of $50 HKD or $65 USD will be deducted from the refund.