At VISION DEFINITY LIMITED (operator of www.aooknan.com), we want you to love every piece of casual women’s wear you buy from us—whether it’s a commute set, a flowy dress, or a comfy top. If something doesn’t fit or meet your expectations, our returns & exchanges policy is designed to be simple and transparent. This policy applies to all orders placed through our official website; please read it carefully to understand your rights and the steps to follow.
1. Basic Eligibility: What You Need to Know First
To ensure a smooth returns or exchanges process, your request must meet the following core conditions. We’ve kept these simple so you can avoid unnecessary back-and-forth!
1.1 Time Limit
You may initiate a return or exchange within 14 calendar days of the delivery date (as shown in your logistics tracking record). Requests submitted after this period will not be accepted, unless the product is defective or we sent the wrong item.
1.2 Product Condition
The item(s) must be in “as-new” condition—this means:
- Unworn, unwashed, and free from stains, odors, or signs of use (no makeup, deodorant, or lint residue).
- Original tags, labels, and packaging intact (e.g., plastic wraps, dust bags for premium items).
- All accessories included (e.g., belts for dresses, buttons for tops) are returned with the main item.
1.3 Proof of Purchase
You must provide a valid proof of purchase, which can be: (1) Your order confirmation email; (2) The order number from your “My Orders” page on www.aooknan.com; (3) The delivery receipt signed upon receiving the package.
2. Items That Cannot Be Returned/Exchanged
For hygiene, safety, or practical reasons, the following items are non-returnable and non-exchangeable—please choose carefully when purchasing:
- Hygiene-sensitive items: Underwear, swimwear, and seamless贴身衣物 (贴身衣物). This is a mandatory standard to protect all customers’ health.
- Final sale items: Products marked “Final Sale” or “Clearance” on the product page (these are discounted for quick turnover and cannot be returned).
- Damaged-by-customer items: Items that are torn, stained, or altered (e.g., hemmed, cut) by you after receipt.
- Custom items: Note: We do not offer custom or personalized products. This category applies only to rare cases where an item was mistakenly marked as “customizable” due to a system error.
3. Special Cases: Defective/Wrong Items
If you receive an item that’s defective (e.g., broken zipper, loose stitching) or not what you ordered (e.g., wrong size, wrong color), we’ll take full responsibility. Here’s how to handle it:
- Report the issue within 3 days of delivery by emailing [email protected]—delays may affect our ability to verify the problem.
- Include: Your order number, clear photos/videos of the defect or wrong item, and a brief description (e.g., “Size M dress has a broken shoulder strap”).
- Our solution: We’ll cover the return shipping cost and offer either a full refund, a free exchange for the correct item, or a store credit (your choice). Defective items do not need to be in “as-new” condition, but please keep all original packaging.
4. Step-by-Step Returns Process
Follow these 4 simple steps to complete your return—we’ll guide you through every part, and our customer service team is always here if you get stuck!
Step 1: Submit a Return Request
Initiate your request before sending any items back (unsolicited returns will not be processed):
- Option 1 (Fastest): Log into your account on www.aooknan.com → Go to “My Orders” → Find the relevant order → Click “Request Return” → Fill in the reason (e.g., “Size too small”), select the items, and upload photos (if needed).
- Option 2: Email [email protected] with the subject line “Return Request – [Your Order Number]”. Include your full name, contact phone number, order number, item details (name, size, SKU), return reason, and photos (if the item is defective/wrong).
Step 2: Wait for Our Approval
Our customer service team will review your request within 2 business days. You’ll receive an email with: (1) Approval notice (if eligible); (2) A unique return authorization number (RA number)—write this clearly on the outer package of your return; (3) A return shipping address (do not use the delivery address on your package—we have a dedicated returns warehouse).
If your request is rejected, we’ll explain the reason in the email (e.g., “Item is past the 14-day window”) and suggest alternative solutions if possible.
Step 3: Ship the Item Back
Once approved, ship the item(s) back to us within 5 calendar days (we need this to track returns efficiently):
- Pack the item(s) securely to avoid damage during transit (you can reuse the original packaging if it’s in good condition).
- Attach the RA number to the package (this helps us match your return to your order quickly).