Due to the nature of the products, we do not accept non-defective/non-damaged returns or exchanges on items that have been opened or used. Used or opened products may not be returned or exchanged unless they are defective.

All products should be returned unmarked and in their original, undamaged packaging box as this is considered part of the product. Products that are returned without or in a damaged or marked packaging box will not be accepted, and will be sent back to the customer.

Unless the return or exchange is caused by our error or defective products, customers are responsible for any shipping or handling costs. Please email us and our customer service representative will contact you in 2 working days to arrange the details. Once the return is approved, please send the products back to Shivr Intimate Lifestyle / Mayfair International (HK) Ltd either by local courier, Hong Kong Post within 5 days.

Original shipping and handling fees are non-refundable unless in cases involving our error. Offers are subject to adjustment due to returns, cancellations, and exchanges.

We suggest that you insure the goods as they are within your care and you are liable for any damages to the goods while in transit back to us.

Pre-authorization by us is required for all returns and exchanges.

If upon receiving your delivery you find that the box has been damaged or opened, or the content is missing, please attach a photograph of the packaging and email with subject "Damaged / opened / missing content when delivered". Once we receive the email, we will take up the issue as soon as possible.

Custom Order Items
All custom-order items are non-returnable and non-refundable. Custom order items are classified as faulty if they are received damaged, or where a manufacturing defect occurs within 90 days of purchase. Please note that items that are damaged as a result of misuse, man-made damage, wear and tear are not considered to be defect. Where possible, we will replace it for the same product in the same model, color and size, subject to availability. Please fill in the return form above and our customer service representative will contact you in 1 working days to arrange the details.

Sales Items
Cannot be combined with any other offer, promotion or VIP discount.

All sales are final - no return or exchange unless the item is defective. Defective item must be returned within 7 days after purchase for exchange.