Return & Refund
Return Policy
- Please aware that only products purchased from candorlov.com can be returned to us.
- We do not receive returns of products purchased from any other place.
- If the product you wish to return was not purchased from candorlov.com, please contact the place of purchase for a resolution.
- Customers may only return unopened products within 30 days of receiving the product.
- Customers should notify us to submit their return request with detailed information before returning the goods. Returning items without prior notification or approval may not be accepted.
Eligibility for Return
-Change of Mind
- If you wish to return an item due to a change of mind, you will be responsible for the return shipping cost. Refunds for change of mind returns will only be processed if the item is unworn, unused, with tags, and in its original packaging. You are also required to provide photos as proof of the item’s condition and accompanied by a receipt or proof of purchase.
- If your item arrives damaged or you receive the wrong product, please contact us immediately for assistance. We will cover the return shipping costs and offer a refund or replacement as needed.
- It is required to provide photos as proof if the product does not match the order or arrives damaged.
- Partially used products
- Products reported lost or stolen during shipment
Return Process
-Notify Us: Please contact us to submit your return request with detailed information (items, reason, quantity, etc.). Wait for approval before proceeding. *Note: Items returned without prior notification or approval may not be accepted.
- Packing the Return: Include the following details inside the return package: Full Name / Order Number / Email Address. *Note: All related gifts must be returned together with the purchased items. If any gift is missing from the return package, your refund may be denied or delayed.
- Return Address: 1536 W 228TH ST, UNIT B, Torrance, CA 90503
- Return Confirmation: After sending your return, please provide us with the delivery tracking number and a list of returned products.
- Investigating the Return: We will inspect the return package (item condition, quantity) with our distribution center. This process may take 7-10 business days. We sincerely appreciate your patience during this time.
- Refund Process: Refunds are credited to the original form of payment used when the order was placed.
Refund Policy
- Damaged & Wrong Items: Any issues with damaged or incorrect items must be reported to our Customer Service team within 30 days of receiving your order. Requests made after this period may not be accepted. Please inspect your order upon arrival and contact our Customer Service Team with detailed pictures of the damaged or incorrect product. We will evaluate the issue and assist you if there is damage or a defect.
- Lost Packages: CANDORLOV does not provide compensation for lost shipments. However, if the delivery service company acknowledges a delivery mistake, compensation may be offered. Clear evidence must be provided, and the delivery service company must recognize the error. False claims regarding the delivery status may lead to action being taken.
- Stolen Packages: Once a package is correctly delivered, CANDORLOV and the delivery service are not responsible for any theft.
- Incorrect Delivery Information / Inability to Contact the Recipient: If your package cannot be delivered due to an incorrect or incomplete address, or if the delivery service cannot contact the recipient, no reshipment or refund will be issued. We highly recommend providing complete and accurate shipping information (phone number, email, name, building, room, entrance code, etc.) and monitoring your phone and email to avoid missing calls from the delivery service.
- Exchanges: We do not receive the exchanges once the order is made. If you want to change the product, please cancel the original order and make a new one. But please be aware that once your order status is "in Progress", it means your order has already been confirmed and shipped, cannot be canceled.
- Price Adjustments During Promotions: CANDORLOV might occasionally offers promotions or sales, which may affect the pricing of our products. Please be aware that once the price of an order is placed before a promotion cannot be adjusted or compensated based on the promotion.