Returns / Exchange

Criteria for Accepting Returns/ Exchange

Customers may submit an application for return within 14 days after receiving the goods through online instant customer service or email to cs@rookiehk.com. The application time will be based on the system receiving message record.

Criteria for accepting return/exchange

  • Quality problems- damaged or defective product
  • The product colors, patterns, models and materials do not match with the description on the website
  •  The size is wrong or the size is not suitable

Criteria for not accepting return/exchange

  • Customers did not apply for return/exchange within the 14 days return period.
  • The customer did not keep or damage the product's original packaging and tag
  • Customer failed to provide order receipt
  • The product has been reprocessed by the customer, including but not limited to contact with special moisture, chemicals, gasoline, paint, detergent, solvents, cooking oil, overheating, etc.
  • Wear caused by foreign objects. The clothes are unstitched or cracked.
  • The product has exceeded its service life that caused damage
  • Human factors that caused the product to fade
  • Product appearance is not clean
  • The product is not sold in Rookie Hong Kong official online store

Return Process

  1. Contact online customer service, provide the reason for return (if the return of goods is due to quality problems, customer needs to provide a proof photo).
  2. Choose the appropriate return method:
    ● Use the SF carriage after-paid service (only apply to return the product with quality problems);
    ● choose any courier company to ship the product to us;
    ● Go to Rookie HK retail store in person.
  3. If you choose not to return the product to Rookie retail store, please fill in the order number on the paper and put it in the package.
  4. The returned payment will be returned to your payment account within 14 working days. (The actual arrival date is subject to the bank / PayPal processing period)

Product Exchange Process

  1. Contact online customer service, provide the reason for exchange (if the exchange of goods is due to quality problems, customer needs to provide a proof photo) .
  2. Choose the appropriate return method:
    Use the SF carriage after-paid service (only apply to return the product with quality problems);
    Choose any courier company to ship the product to us;
    Go to Rookie HK retail store in person.
  3. If you choose not to return the product to Rookie retail store, please fill in the order number on the paper and put it in the package.
  4. We will create a new order for the replacement product to request your payment after collecting your original product, If there are no price difference between the replacement product and original product, you will only need to pay for the shipping fee.
  5. The replacement product will be shipped to your receipt address of the original order after receiving your payment. If you need to change the address, please contact customer service instructions, otherwise it will not be changed.
  • Any price difference between original product and the replacement product will not be refunded.

Refund Process

The payment will be returned to your payment account within 14 working days. (The actual arrival date is subject to the bank / PayPal processing period)

refund cannot be used to redeem the new order, please be patient and wait for a refund.

Refund/ Exchange Shipping Fee

As a result of product quality problems submitted for the return of applications, customers need to use SF carriage after-paid service to return the product. Customer do not need to bear the shipping fee.

If customer request for a refund or exchange of product other than quality problem, customer need to bear the shipping fee.

Incorrect Order

After receiving the package, if you find the product does not match with your order, you can reject it on the spot or contact our customer service staff for processing after receipt.