Our policy lasts for 14 days. If 14 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
* Gift cards
* Downloadable software products
* Some health and personal care items
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted: (if applicable)
* Book with obvious signs of use
* CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
* Any item that is returned more than 30 days after delivery
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at sango@mymerchsupport.com.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at sango@mymerchsupport.com and send your item to:
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Damaged or Defective Items
The manufacturing process is a beautiful symphony of humans and technology working together to create a one-of-a-kind product, just for you. Our teams work tirelessly to quality-control each and every item we ship. With lots of touch points in print, fulfillment, and delivery processes - there is a chance your garment will pick up a dash of dust, some stray threads, a splash of sewing oil, or small marks along the way. Not to worry, the majority of these minor imperfections will come out in the first wash with traditional detergents/stain removers. If the imperfection remains after washing, please email sango@mymerchsupport.com and include:
- Your order number
- Name on the order
- Email the order was entered with
- A clear photograph demonstrating the quality of the damaged area, after it has been washed.
If you have received a damaged, defective or incorrect item please email
sango@mymerchsupport.com and include:
- Your order number
- Name on the order
- Email the order was entered with
Most importantly, please always include clear pictures demonstrating the defective or damaged area. The most optimal pictures are taken on a flat surface with the tag and error clearly displayed. We will use this information to help you with your order, and eliminate future errors.
SHIPPING, TAXES, AND DUTIES
How long will it take for me order to be shipped to me?
Shipping takes 3-7 business days. While we make every effort to ship all orders within that time frame, processing delays outside of our control may occur and unfortunately, we cannot make guarantees on shipping dates.
What happens if my address is entered incorrectly at the time of shipping?
If you need to make a change to your shipping address, we will do our best to accommodate you; however, processing begins immediately and there may be instances that your shipping label has been created and cannot be changed. If this is the case, please contact USPS with your tracking number to have your package rerouted.
Can you redirect an order to a different address?
We are unable to redirect orders to an alternate address once your order has been dispatched.
What if my tracking states that my package has been delivered, but it never showed up?
It's possible that 1) the tracking link was updated by the shipping carrier prematurely or 2) your package is hidden around your mailbox or building. Carriers have a tendency to leave packages in hidden places, for the safety of the goods, if they're unable to deliver to you directly. Pleasure have a thorough look around and/or contact USPS to try to locate your package.
Who pays for shipping fees?
Shipping fees are the responsibility of the customer and are non-refundable.
Taxes & Duties
Prices displayed on the website do not include taxes. When you proceed to purchase your order, sales tax (where applicable) and shipping charges may be calculated on the total value of merchandise, and will be displayed on the Order Summary page.
If you are ordering from outside of the United States or Canada your order may be subject to additional taxes or duties upon delivery. These charges are the responsibility of the customer and our store will not reimburse for these charges.
My package is lost. What should I do?
If you have sufficient reasoning to believe your package has been misplaced by USPS, please contact USPS directly and file a USPS lost claim here:
https://www.usps.com/help/claims.htm
You can also contact sango@mymerchsupport.com with your order number and the USPS Case Code so we can assist you further. Sango Shop is not responsible for damaged, lost, or stolen packages; however, we will try our hardest to make sure the carrier locates your package.
What happens if I refuse a package or it is undeliverable?
If you have been notified of your order returning to sender, please monitor your tracking number until it states that your package has been successfully returned to us. Once tracking confirms that your package has been sent back, please notify us immediately at sango@mymerchsupport.com with your order number, so we can begin the process of reshipping your order.
Shipping Carriers
Shipments are sent via USPS. Once we hand off your shipment to the shipping company, you will receive a tracking number with the most up to date. We do not offer other shipping services at this time.
INTERNATIONAL CUSTOMERS
Do you ship internationally?
Yes! We ship worldwide. Packages leaving the US will be shipped to a regional hub and then to the destination country. Once the packages reach their destination country, they are handed over to the country's local postal service for final delivery. Keep in mind that international orders can take up 3- 6 weeks to be delivered.
International Duties and Taxes
For shipments outside of the United States or Canada, your country has the right to impose local taxes, duties, or additional brokerage fees. The fee varies by country and we are unable to calculate this in advance. Mia K Shop is not responsible for the payment of this fee.
How do I track an international order?
Once your package leaves the USPS system, please use the same tracking number to locate it on your country’s local postal service website. There may be a delay between the time it departs the USA and is next scanned into your local postal service. Please allow up to two weeks for information to become available.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
