Returns & Exchanges Policy
At Aclosy, we create each product with care and precision. While we strive for perfection, we understand that they may not always be 100% perfect. If your order doesn’t meet your expectations, please feel free to contact us—we’re here to provide excellent after-sales support and ensure your satisfaction.
📦 Return Eligibility & Conditions
To qualify for a return or exchange, items must:
- Be unworn, unwashed, undamaged, and unaltered.
- Be free of makeup, deodorant, perfume, or other signs of wear.
- Have all original tags and packaging intact.
- It must be returned within 14 days of the delivery date.
Please try items on with care—especially delicate pieces or shoes (on a clean surface only)—to preserve their return eligibility.
💳 Return Categories & Fees
We accept returns for store credit (Gift Card) or exchange only. The amount of store credit issued depends on the reason for the return.
✅ Returns Due to Aclosy’s Responsibility
If your item has any of the following issues, we’ll take full responsibility and cover all return costs:
- Quality defects, significant color differences, or strong odors.
- Wrong item received or missing items from your order.
For these cases, as long as the item meets the return conditions, we will provide full store credit to you.
🔁 Customer-Initiated Returns
If you’re returning an item for personal reasons (wrong size, change of mind, etc.):
-You may return the item at your own expense
-If your order originally qualified for free shipping, 10% of the item’s value will be deducted from your store credit to cover shipping costs
🚫 Non-Returnable Items
- Final Sale & Marked as Sale Items: Items marked as 'Final Sale and sale cannot be returned. However, if a defective sale item is received, we can offer a free replacement or store credit.
- Swimwear: Due to hygiene reasons, unconditional returns on swimwear are not accepted. If you experience an issue, please get in touch with our customer service team for assistance.
✂️Cancellation
Orders can be canceled within 14 days of placing the order. If your order has already shipped, please wait for it to arrive and then contact us to arrange a return.
🌍 European Union and UK Customers
If your order is delivered within the European Union, you have the right to cancel or return it within 14 calendar days of receiving the last item in your order, for any reason and without justification, under the EU Consumer Rights Directive (2011/83/EU).
To exercise your right of withdrawal, contact us at support@aclosy.com before the 14-day window expires. You do not need to provide a reason.
Refunds: EU customers and UK customers are entitled to a full monetary refund to their original payment method — we do not substitute this with store credit or gift cards. Refunds will be processed within 14 days of receiving your returned item or proof of return shipment, whichever comes first.
"We will also refund the standard outbound shipping cost paid on your original order."
Returns: Items must be sent back within 14 days of notifying us of your cancellation. You are responsible for return shipping costs unless the item is faulty or not as described. Items should be in unused condition where reasonably possible, but this does not override your statutory withdrawal right for change-of-mind returns.
"UK customers have equivalent rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013."
Exceptions — the right of withdrawal does not apply to custom or personalised items, or sealed goods unsealed after delivery for hygiene reasons.
To submit a withdrawal request, you can also use our self-serve portal: Self-serve customer account
To request a return or exchange, please email us at support@aclosy.com with the following details:
- Order number
- Product name ( the item you wish to return or exchange )
- Reason for return/exchange
- Clear photos of the item, including attached tags
Providing clear photos helps us verify the item's condition and process your request faster. Our team will review your request and respond within 24 hours with the next steps.
👗 Having Trouble with Sizing?
We know that finding the perfect fit online can be tricky. If your item doesn’t fit quite right, we offer free exchanges to help you get the right size. Alternatively, you may return the item at your own expense.
To help avoid sizing issues before you order, feel free to reach out to our customer care team. We’re always here with personalized sizing advice to guide you. 💬
📦 Return Method
All returns must be self-mailed to our designated warehouse — please note that we do not provide return shipping labels.
Once your return is shipped, please email us the tracking number to help us monitor your package.
⚠️ Important:
Returns that are sent without prior approval or to the wrong address may be rejected and result in a failed return. Always contact our customer service team before mailing your item.
Refunds will be processed once the returned items are received and inspected by our warehouse team. For customer-paid returns, the original shipping and return shipping fees will be deducted from the refund. You should receive your refund within 14 days after your returned package is delivered.
Important Notes:
- All returns must be initiated through our customer service team. Sending your return directly to the address on the shipping label or to the address below may result in a failed return.
- If the customer rejects a package, we are unable to process a return. Instead, store credit—equal to the remaining order amount after deducting shipping fees—will be issued. You can apply this store credit to your next purchase by contacting our customer service team.
Store credit will be processed once our warehouse team receives and inspects the returned items. If you haven’t received an update, please contact us within 7 days of your return package being delivered to follow up on the status.
17300 Railroad St, Unit D City of Industry, CA, United States 91748
182-184 High Street North, East Ham, London, United Kingdom, E6 2JA table
1809, Global Tower, Financial Street 168 Yiwu City, Zhejiang Province, 322099 China
Note: All returns and refunds must be initiated by contacting our customer service team. Returning items directly to this address may result in a failed refund.
Thank you for your understanding.
