We hope you love what you've ordered, but if something isn't quite right, we accept returns within 30 days of delivery for most items in new condition.

Step 1: 

We accept return requests via email. Please contact service@kerqu.com, indicating the item(s) you would like to return, the order number, the reason for returning it, and a photo of the item in its current condition. If there are quality issues, please provide images of the exact parts of the items and the tags with them. We will process your request within 24 hours of your submission.

Step 2: Please mail back your item(s) according to the return instructions from our service team.

Step 3: Within 3-5 days after our warehouse has received your item(s) and approved your request, the refund will be reflected to the original payment account or credit card, depending on the bank. 

Return Shipping Fee

All return shipping costs will be covered by the customer, unless there is a quality issue.

How long do I have to make a return?

You have up to 30 days from the date you've received all your items.

Conditions

• All items must be in good shape, unused, unworn, and contain all its parts with their original tags/package.
• Free gifts must be in good shape, unused, unworn, and returned at once.
• Lingeries, water bottles, hair accessories, glasses, hats, jewelry, socks, and masks cannot be returned for hygiene reasons.
• Shipping costs are non-refundable.

Once we process your returned items in the warehouse, a refund will be initiated immediately.

• Please allow an extra 3-5 days to process the returned items due to the high processing volume in the warehouse.
• If you choose to refund to your original payment method, refunds will be sent within 5 business days of receipt of the returned item or cancellation request. If you have not received your refund within 14 days of shipping out your returned product, please contact us at  service@kerqu.com ASAP.
• If you choose to refund with Kerqu Gift card, refunds will be issued within 1-2 business days.

Please mark our messages as "Not Spam“ or “Not Junk”. It is common that our email will not show up in your inbox. 

 

Please note that the conditions below are not deemed as defective in quality:

• Loose threads, raw edges, thickness, touch, and differences in color due to differences in monitor display do not constitute as quality issues
• Returns due to dissatisfaction in style, color, and changes in personal preference do not constitute as quality issues
• Damages due to use, wash, care, improper maintenance, self-repair, modifications, or other human factors do not constitute as quality issues
• Please refer to our sizing chart for decisions on your purchase, as our service team can only offer our recommendations. Returns due to sizing issues do not constitute as quality issues.
• Due to differences in design and style between items, there may be slight differences between different items of the same size. Please refer to the actual measurements.

Unfortunately, we don’t offer exchanges at the moment, but you can place a new order and initiate a return. Your refund will be processed as soon as we receive the returned package.

 

Note that Kerqu is not responsible for any failed delivery attempt caused by the negligent behaviors of customers. Negligence includes, but is not limited to, refusal of shipment confirmation and incorrect consignee's information (such as order address, contact number, or consignee's name). In this case, we are unable to file a refund for you. If you find your order information wrong, please contact us at service@kerqu.com. with your order number and the correct information ASAP.