Moustache Mustache Brand

Return Policy

Losing

  • Please note that we are not responsible for any product lost in transition(Except HK Local Orders), you can purchase additional insurance cover protection on your products when making an order to have an extra cover.

Damages

  • Please note that we are not responsible for products with any damage in transition(Except HK Local Orders), if you would like your products an extra cover protection, you can purchase additional insurance cover protection that we offer.

Return, Exchange and Refund Policies

If you are not entirely satisfied with your purchase, please email us or visit our customer service page for enquiry. Any goods return, exchange and refund will arrange according to the following criteria:

  1. Customer should notify us within 14 days after the orders delivered via email, together with the order number, product information and photo.
  2. Please return the product within 14 days to designated address.
  3. For return, exchange or refund process, all returned items should be in good condition (not worn, not used, not damaged as a result of your negligence, and the packaging is not damaged or missing). Please make sure the goods returned to our designated address.
  4. You must return the product by using bubble mailers package together with the copy of official receipt.

Refund

Refund Method:

  1. Customer should notify us within 14 days after orders delivered by email, together with the order number and product information.
  2. We will send email confirmation to acknowledge official receipt of your refund request.
  3. Please pack the product by using bubble mailers together with the official receipt and send to the designated address within 14 days
  4. Upon receipt and verification of the returned product, we will send you confirmation email which includes the refund date, total refund amount and other arrangement.(if applicable).
  5. Please note that the refund amount will not include the delivery fees, insurance fees or tax (For worldwide orders only).
  6. "Alva and Passion" will proceed with the refund procedure according to customer's refund request within 14 days upon the receipt of customer's refund confirmation email.

Return

Return Method:

  1. Customer should notify us within 14 days after orders delivered by email, together with the order number and product information.
  2. We will send email confirmation to acknowledge official receipt of your return request.
  3. Please pack the product by using bubble mailers together with the official receipt and send to the designated address within 14 days
  4. Upon receipt and verification of the returned product, we will send you confirmation email which includes the return date, and other arrangement.(if applicable). Please note that the refund amount will not include the delivery fees, insurance fees or tax (For worldwide orders only).
  5. After sending out a confirmation email, we will process the return arrangement, exchange or refund according to your request within 3 days.
  6. "Alva and Passion" will proceed with the return procedure according to customer's return request within 14 days upon the receipt of customer's return confirmation email.

Exchange

Exchange Method:

  1. Customer should notify us within 14 days after orders delivered by email, together with the order number and product information.
  2. We will send email confirmation to acknowledge official receipt of your exchange request.
  3. Please pack the product by using bubble mailers together with the official receipt and send to the designated address within 14 days
  4. Upon receipt and verification of the returned product, we will send you confirmation email which includes the return date, and other arrangement.(if applicable).
  5.  "Alva and Passion" will proceed with the exchange procedure according to customer's exchange request within three days upon the receipt of customer's exchange confirmation email.

For return order request, please click help desk corner.