Delivery & Returns

Shipping  

Shipping Fee

Shipping Details

We currently ship to the following locations. There are no import duties and taxes.

Delivery Terms

Shipment is dispatched from Monday to Friday (except Public Holidays). Orders placed after Friday 1 am UTC, Saturday and Sunday will be processed on Monday morning. We will declare the exact value of the order(s) purchased as per invoice. The delivery timeline is provided as reference only, it may be delay due to the customs clearance procedures.

If the order cannot reach the customer’s delivery address due to wrong information provided by customers, it will be returned back to Hong Kong under possible resolutions. All expenses incurring due to this will be deducted from the refund, if any.  

Return Policy

All items undergo comprehensive quality control and are checked for faults and damage before being sent to customers.

You may return any original priced item within 14 days of receiving the parcel for a refund. Returned items must comply with our returns policy:

General Conditions

• Each order is eligible for a single return or exchange.
• Items must be returned in their original packaging, in unused condition, with the identification tag and disposable seal intact.
• Used items are not eligible for return or exchange unless they have a manufacturing defect.
• Return shipping fees are the customer’s responsibility.
• Online purchases cannot be returned at physical retail stores.
• Please reach out to our Customer Service team at cs@evisu.com to receive return approval and assistance before sending any items back.

Non-Returnable Items

Due to hygiene and customization considerations, the following items are not eligible for return:

• Hygiene-sensitive products: socks, underwear, masks, hats
• Made-to-order items: BESPOKE orders
• Accessories and collectibles: toys, lighters, figures, skateboards, sunglasses, bags, hats, and other specified items
• On-Sale and Discounted, Crossover and other specific items are non-refundable

Free Gift Returns

• If your order includes a free gift, the gift must be returned along with the item(s) and its original packaging in order to qualify for a refund or exchange.

Refund

• Refunds will be processed within 14 working days after the returned item is received.
• Refunds will be issued to the original payment method. Please note that any differences resulting from currency fluctuations or exchange rates are not refundable.
• Shipping fees are non-refundable.

Items returned late or those that do not meet the conditions above will be sent back to the customer's address.

To help keep our return process fair and environmentally responsible, we may review and take appropriate action if we notice any unusual or excessive return patterns.

Return Procedure

To ensure a smooth Return process, please follow the steps below:

1. Contact our Customer Service team at cs@evisu.com to request a return authorization.
2. Clearly write your order number on both inside and outside the parcel. Send the item back to us within 14 days to our Return Center. Customers are responsible for the return shipping fee and any additional costs incurred.

Return Address:

Evisu Global Return Center
Room 1101-05, 11/F, Berkshire House, 25 Westlands Road, Quarry Bay, Hong Kong SAR, China

3. We have a designated courier for return and exchange shipments. If you choose to use an alternative courier, please email us your tracking number and the name of the courier company as soon as the parcel is dispatched. This helps us process your refund more efficiently.
4. We recommend insuring your return shipment, as you are responsible for the item until it reaches our warehouse. Please use a secure, trackable shipping method and retain proof of dispatch in case of any disputes.

Exchange Policy

You may return any item within 14 days of receiving the parcel for an exchange. Exchange items must comply with our policy:

General Conditions

• Exchanges are only available for a different size of the same style. Requested sizes are subject to availability. If the requested size is unavailable, a refund will be issued to the original payment method.
• Each order is eligible for a single return or exchange.
• Items must be returned in their original packaging, in unused condition, with the identification tag and disposable seal intact.
• Used items cannot be exchanged unless they are found to have a manufacturing defect.
• Return shipping fees and any applicable taxes are the customer’s responsibility.
• Online purchases cannot be exchanged at retail stores.
• Please reach out to our Customer Service team at cs@evisu.com to receive exchange approval and assistance before sending any items back.

Non-Exchangeable Items

For hygiene and customization considerations, the following items are not eligible for exchange:

• Hygiene-sensitive products: socks, underwear, masks, hats
• Made-to-order items: BESPOKE orders
• Accessories and collectibles: toys, lighters, figures, skateboards, sunglasses, bags, hats, and other specified items

On-Sale and Discounted Items

• On-sale and discounted items are eligible for exchange only. If the requested size is out of stock, a gift card will be issued for use on your next purchase. Return shipping fees and any applicable taxes are the customer’s responsibility.

Items exchanged late, or those that do not meet the conditions above, will be sent back to the customer’s address at the customer’s expense.

Exchange Procedure

To ensure a smooth Exchange process, please follow the steps below:

1. Contact our Customer Service team at cs@evisu.com to request an exchange authorization.
2. Clearly write your order number on both inside and outside the parcel. Send the item back to us within 14 days to our Return Center. Customers are responsible for the return shipping fee and any additional costs incurred.

Return Address:

Evisu Global Return Center
Room 1101-05, 11/F, Berkshire House, 25 Westlands Road, Quarry Bay, Hong Kong SAR, China

3. We have a designated courier for return and exchange shipments. If you choose to use an alternative courier, please email us your tracking number and the name of the courier company as soon as the parcel is dispatched. This helps us process your refund more efficiently.
4. We recommend insuring your return shipment, as you are responsible for the item until it reaches our warehouse. Please use a secure, trackable shipping method and retain proof of dispatch in case of any disputes.
5. Once we have confirmed the receipt of your return, the replacement item(s) will be sent to your address within 14 working days.

Faulty Items & Repair Policy

We take product quality seriously. Please review the following guidelines regarding faulty items and repair services:

Faulty Goods

• Goods are classified as faulty if they are not of satisfactory quality, fit for purpose, or not as described.
• Items damaged due to normal wear and tears, accidents, improper washing, or misuse will not be classified as faulty.

Reporting Faulty Items

• If you believe your item is faulty upon receipt, please email cs@evisu.com with photos and receipt of the item. Our Customer Service team will assist you further.
• Please do not remove the identification tag or disposable seal when returning a faulty item.
• Complaints of faulty items must be raised within three (3) months of receiving your items. EVISU reserves the final right of interpretation regarding faulty items.
• Please reach out to our Customer Service team at cs@evisu.com to receive approval and assistance before sending any items back.

Not Considered Quality Issues

Please note the following are not recognized as quality issues or product faults:

• Minor threads, raw edges (common in apparel), and color variations due to monitor differences.
• Product thickness, hand-feel, running threads, and other subjective details.
• Style, color, or personal preference concerns.
• Fabric properties (the inherent nature of certain fabrics, such as tassels or delicate materials that may be easily damaged if washed or handled inappropriately).
• Damage caused by improper use, washing, alterations, or other human factors.

EVISU reserves the right of final interpretation regarding quality issues.

Repair Services

• We offer repair services for selected items; however, not all products are eligible. A service fee and delivery fee may apply for repairs.
• Please consult our Customer Service team to confirm whether your item can be repaired.

For further assistance, please contact our Customer Service team at cs@evisu.com.

Evisu reserves the final right of interpretation for all terms and conditions.