Pinkoi is only an online marketplace that connects customers (buyers) and designers (sellers). Order shipments, returns/refunds, or exchanges are managed by the individual shops. Before requesting for a refund, please first contact the shop and provide a reason. Thank you.
Please go to Refund Requests and fill in the form.
For returns or exchanges, products must be sent back to the shop in the original condition and packaging (including the product, inner and outer packaging, accessories, complimentary items, etc.). Shops will process returns and exchanges according to the Returns Policy, and after verifying that the product is in its original packaging and condition.
Keep product and packaging in the condition you received the product in, and take a photo for the shop to inspect. If you did not provide photos or explanation at the time, and just returned the product directly to the shop, the shop may decide the refund amount according to the degree of defect and chances of resale.
Pinkoi receives customers' payments on behalf of shops and transfers the payments to shops monthly. The currency that Pinkoi receives in depends on the payment method used for an order. Choosing a particular currency and payment method may result in exchange rates between different currencies. Moreover, your payment account or card issuer may charge additional fees for international transactions.
This depends on your debit/credit card issuer. Debit card refunds may take a few days to appear in accounts. Credit card refunds may only appear in accounts on the card's billing date. The amount should be refunded in the current or next billing cycle to the card you paid with.
Please go to Refund Requests to see all your received requests. After checking that the returned product is not damaged and the requested sum is correct, click "Approve" under the request details.
If your product comes with a complimentary item, the product description should state clearly whether, in case of returns, your shop requires this complimentary item sent back. If there is no clear statement, you cannot use the unreturned complimentary item as a reason for refusing a return/refund.
If a customer does not reply to a message within 3 business days (excluding weekends and public holidays), please contact us.