Returns & Exchanges
General Terms
Canton Collective gladly accepts returns and exchanges of eligible products within 7 business days of receiving the items. To initiate a return or exchange, please contact our customer service team at info@cantoncollective.com.
Returnable Condition Requirements:
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Items must be unworn, unwashed, undamaged, unaltered, and free from makeup, stains, deodorant, or perfume.
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All original internal garment tags must be attached, including any secure return tags.
Items that do not meet these conditions may not be eligible for return or exchange. To ensure eligibility, we recommend trying items on carefully, and for shoes, only on a clean, soft surface.
Exceptions:
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Final sale items cannot be returned or exchanged. Please check the product description to see if an item is marked as final sale.
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For hygiene reasons, swimwear cannot be returned unconditionally. Please consult with our customer service team if you need assistance.
Important:
Please do not send returns to the address on the shipping label, as this is not our return address. Refunds cannot be processed for items sent to the wrong location.
Responsibility
Canton Collective covers return and exchange costs if the issue is due to our error. In other cases, customers are responsible for shipping fees and customs duties. Common situations include:
Eligible for Free Returns and Exchanges:
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Items with quality issues, significant color discrepancies, or strong odors.
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Wrong items shipped.
Eligible for Free Exchange or Customer-Paid Return:
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The customer no longer wants the item for personal reasons.
Eligible for Free Resend:
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Items missing from the order. Customers can also request a refund for missing items.
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Orders not delivered successfully (excluding customer refusals). If due to an incorrect address provided, the customer may need to contact the courier for re-delivery or pick-up.
Important:
If a package is rejected by the customer, we will not provide after-sales services such as returns, exchanges, or refunds.
If your situation is not listed above, please contact our customer service for assistance or detailed return instructions. Otherwise, the return may fail.
Sizing Issues:
To minimize issues, we recommend contacting our customer service team for sizing advice before purchasing. We understand sizing can be tricky when shopping online. If you receive an item that does not fit, customers are responsible for the return and exchange shipping costs.
Exchanges:
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Each item can be exchanged once, except for final sale products.
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If exchanging for a higher-priced item, customers must pay the price difference.
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If the new item is lower in price (e.g., due to product quality issues), the difference will be refunded.
Return Costs
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If the return is for customer reasons (e.g., change of mind or wrong size ordered), the customer is responsible for shipping fees. The exact cost depends on the courier used.
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For orders that originally received free shipping, approximately 10% of the item’s value will be deducted from the refund as the shipping charge.
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If the return is due to our error (e.g., damaged or incorrect items), Canton Collective will cover the shipping fees, with no additional cost to the customer.
Order Cancellation
Orders can generally be canceled within 1-3 days of placement. If the order has already shipped, cancellation will not be possible. In such cases, we recommend contacting customer service to arrange a return after the package is delivered.
Refunds
Refunds will be processed after the returned items are received and inspected by our warehouse. For customer-paid returns, the original shipping and return shipping fees will be deducted from the refund. You should receive your refund within 14 days after the returned package is delivered.
Return and Exchange Address
Important: All returns and refunds must be initiated by contacting our customer service team. Directly sending items to the return address without prior communication may result in a failed refund.