Refund policy

Last updated: May 3, 2025 | Effective for orders placed after April 1, 2025

Core Return Principles

We stand behind every dress, coat, and accessory with our transparent 3-step guarantee:

• 14-Day Style Satisfaction Window: Initiate returns within 14 days of delivery date
• Condition Requirements: Unworn items with original tags and packaging
• Smart Refund Options: Choose between store credit (instant) or original payment

Step-by-Step Return Process

Phase 1: Pre-Return Preparation (Within 72 Hours)

• Photograph the item showing its condition and unique ECNWA SKU tag
• Complete the digital return form at service@ecnwa.com
• Our AI system will generate a customized QR return label within 2 business hours

Phase 2: Packaging Standards

• Reuse original ECNWA recyclable mailer when possible
• Include completed return slip (automatically emailed with label)
• For fragile items (e.g., beaded blouses): Use our recommended padding techniques

Shipping Cost Responsibility

Our Fair Shipping Principle applies:

Scenario	Cost Coverage	Shipping Method
Wrong item shipped	Full prepaid label provided	Priority tracked mail
Manufacturing defects	80% shipping reimbursement	Standard tracked
Change of mind	Customer responsibility	Any certified carrier

Refund Processing Timeline

• Stage 1: Warehouse scan (2-3 days after carrier pickup)
• Stage 2: Quality verification (48-hour automated inspection)
• Stage 3: Refund issuance (3-5 business days post-approval)

* Cross-border transactions may require additional 2 days for currency conversion

Special Circumstances Handling

For complex cases requiring human intervention:

• Multi-item returns exceeding 5 pieces: Request bulk processing code
• International custom duties: Submit original tax receipt for partial rebate
• Lost parcels: File trace request through our logistics partner portal

Need real-time assistance? Contact our returns specialists at service@ecnwa.com with your order number in the subject line.