Exchange & Returns

To us, our core values are rooted in our dedication to customers' satisfaction
above all else. We understand that buying items online can be a daunting task. Hence, at our store, we want to make sure that there is ZERO risk in buying our products. To guarantee that you are completed satisfied with your purchase, we will offer a full refund within 7 days of purchase should your items are faulty or defective upon arrival or we sent the wrong items (e.g. size, style, color). Please rest assured that we take full responsibilities for the quality of our products and services.

For your information, upon your request and in the case where a full refund is applicable as outlined above, instead of such refund, we can also send a replacement at no additional cost to you if that's your wish.

Please contact our customer care to start the return process. Our friendly staff will quickly review your request and respond with further instructions on how to
proceed. Please include the following details in your message:

• Order number.
• Proof of purchase.
• Video / photo of the products in their current condition.
• Your complete delivery address.
• Contact phone number.

Note: You MUST contact us to verify if your order is eligible for a refund before sending the items back. Once we accept your return request, we will give you a return address to ship the items to. If you ship the items back to the wrong address before talking to us, you will NOT be eligible for a refund.

You're covered under our 7-Days Money Back Guarantee when:

• You receive the wrong items (e.g. size, style, color, etc.)
• You receive an item that's broken or faulty upon arrival

Please note that we do NOT provide warranty for any products unless specifically
mentioned on the product page

In addition, to be eligible for a full refund, please make sure the items satisfy all requirements below.

• The items must be returned to us within 7 days from the date of delivery.
• The items must be in their original packaging, including all accompanied accessories, tags, labels, manuals and documentations.
• The items must be unused, unwashed and in the same condition as we sent to you. We do not accept items that have been impaired or damaged by customer's mishandling (e.g. stains, scratches, broken seals, taken apart, etc.).
• The items must not be damaged, personalized, altered or engraved by a third party.

If your item is faulty or defective upon arrival, we will give you a full refund (including shipping cost). In other cases, if we accept a refund, you need to return the items to us. Besides, there will be a restocking fee of 50% of your order value and all shipping costs are non-refundable.

Please also take note that some products are one-size-fit-most by design (i.e. they fit most people but do not fit everyone). If you decide to purchase such items, we do not accept return & refund requests if they don't fit you.

Note: Our team will carefully inspect & verify all items before we send out a replacement or refund. We reserve the right to refuse any replacement and refund if it does not meet the above criteria.

After you have sent the products back to us, we will process your items within 14 business days of receipt and apply a credit to your original payment method. You will receive an email from us when this is complete. A credit will appear on your next statement, depending on the issuing bank and billing cycle.

Late or missing refunds (if applicable). If you haven’t received a refund yet, please check your bank account again and contact your credit card company. It may take some time before your refund is officially posted. If you’ve done all of these and still have not received your refund yet, please contact us.

Customers may request a return within 7 days from the date of receipt. Tracy will provide a return label to facilitate the process.

1.In cases where the customer changes their mind, and the product has no
manufacturing defects:

Customers will bear the shipping fees and any additional costs incurred during the return process to receive a refund. This cost amounts to 30% of the order value. Tracy will refund 70% of the order value in this case.

Refund processing time: up to 10 business days from the date the returned item reaches Vietnam's customs.

2. In cases where the product has manufacturing defects:

Customers must provide evidence of the defect within 7 days from the date of receipt. Evidence includes unboxing videos and photos.

Once the defect is confirmed as a manufacturing issue, Tracy will issue a full refund (100% of the order value) within 5 business days if the customer does not wish to exchange the product for another.

3. Custom or personalized products:

Tracy does not accept returns for items that are custom-designed, made-to-measure, or include personalized details.

Customers may request an exchange within 15 days from the date of receipt. Tracy will provide a return label to assist with the process.

For exchanges due to a change of mind, with no manufacturing defects:

Customers can exchange any item purchased on www.tracycouture.com. However,
they are responsible for all return shipping costs and fees, which amount to approximately 20% of the order value.

Upon receiving the returned item, the exchange will be processed within 5-12 business days, subject to stock availability. If the replacement item has a different value than the original, customers will either receive a discount voucher for the price difference or be informed of any additional fees.

Tracy will send an email detailing any remaining balance due before dispatching the exchanged product.