At D-mop, we strive to make your shopping experience seamless and enjoyable. If you’re not completely satisfied with your purchase, please review our return and refund policy below:
Returns
You can return unused products within 7 days of receipt by contacting our Customer Service team.
Return Conditions
- The item must be in sellable condition, meaning:
- All original tags, certificates, warranties, care instructions, product labeling, authenticity cards, and additional accessories (e.g., extra buttons, hangers, dust bags, and boxes for shoes) must be intact.
- Items must be unused, unworn, unwashed, unaltered, and undamaged.
- A copy of the original invoice must be provided.
Return timeline
- Local (Hong Kong): Once your return is approved, please ship the item and ensure it arrives at our designated location within 7 days.
- Overseas (outside Hong Kong): Once approved, please ship the item within 7 days. We understand delivery times vary by courier and country—if the parcel is dispatched within this 7‑day window, it will be considered on time even if it arrives later.
- Late returns (not shipped/received within the above timelines) will not be processed.
Shipping fees
- Please note: The return shipping fee will be borne by the sender
Excluded Items
The following items cannot be returned or exchanged for hygiene and safety reasons:
- Bodysuits
- Swimwear
- Socks
- Leggings
- Care products (e.g. thornproof dressing, shoe cleanser)
- Personal care and beauty products (all items from the Beauty collection^, including skincare, haircare, body care, fragrances, candles, diffusers, oils)
- Face masks
- Items marked "final sale",
- Items that are used, worn, altered, damaged, or missing original tags and packaging.
^Note: For clarity, “all items from the Beauty collection” includes products from brands such as Frama and Verden listed on the Beauty page.
Defective or Damaged Items
If your item is faulty or damaged upon delivery, contact Customer Service within 7 days of receipt to arrange a return or refund.
Exchanges
- We only accept exchange requests for a different size of the same item. The conditions for exchanges are the same as those listed above for returns.
- Products that have already been exchanged are not eligible for further exchanges or refunds.
Refunds
Once we confirm that your returned item meets the return conditions, a refund will be processed to your original payment method.
- Refunds are processed within 6-9 business days after approval.
- Refunds may take up to 10-15 business days to reflect, depending on your payment method or platform.
- Initial shipping costs, return shipping fees, taxes, and duties are non-refundable.
- If your return does not meet the required conditions, our Customer Service team will contact you. The item will be shipped back to you at your expense.
- The company’s decision regarding the acceptance of returns is final.