RETURNS POLICY

At Macoele, we stand behind the exceptional quality and craftsmanship of our products. If your purchase does not entirely meet your expectations, we are here to assist you with a secure and streamlined international return process.

To maintain the highest security for our premium items and ensure smooth customs clearance, all international returns must be processed through our designated official courier network (hereinafter referred to as the “International Courier”).

1. RETURN ELIGIBILITY

• Items must be requested for return within 10 days from the date the tracking system shows delivery as successful. (For orders delivered to the United Kingdom or European Union member states, this period is extended to 14 days in compliance with local mandatory consumer protection laws).

• Items must be in their original, pristine condition: unworn, unwashed, unaltered, and undamaged, with no traces of perfume or makeup. All original tags, security seals, and original packaging boxes must be fully intact.

• [Optional: Customized items, final sale/clearance items, earrings, or intimate apparel] are considered final sale and are not eligible for return or exchange.

2. THE MACOELE PREMIUM RETURN PROCESS

• Submit a Request: Contact our customer care team at order@macoele.com with your Order Number and photos/videos clearly showing the current condition of the item and its intact tags.
  
  
• Get Authorization (RMA): Once approved, you will receive a Return Merchandise Authorization (RMA) number and a pre-printed International Courier Return Shipping Label via email.
  
  
• Pack & Schedule: Securely pack the item in its original packaging box and firmly attach the return label to the outside of the package. You may schedule a pickup on the International Courier’s official website (the shipping fee is pre-paid via Macoele’s corporate account, so you do not need to pay any cash to the courier at the door) or drop it off at an authorized courier location. Please note that the international return shipping fee will be settled and deducted from your final refund in accordance with Section 3.
  
  
  

3. RETURN SHIPPING FEES & CUSTOMS

• Return Shipping Fee: To maintain fair pricing and brand sustainability, a flat-rate international return shipping fee of USD 35.00 will be deducted from your final refund amount.
  
  
• Duties and Taxes: Original shipping fees, import customs duties, and local taxes paid at the time of purchase are non-refundable. These charges are collected directly by your local government/customs authorities, and Macoele cannot intervene or issue refunds for them.
  
  
  

4. QUALITY INSPECTION & REFUND OPTIONS

• All returned items will undergo a thorough quality inspection by the Macoele specialist team. Macoele reserves the right of final decision regarding whether the returned item meets our brand-new condition standards.
  
  
• If the Item Passes Inspection: You may choose one of the following two refund methods:
  Option A (Refund to Original Payment Method): The refund will be credited back to your original credit card or PayPal account, minus the USD 35.00 international return shipping fee. (Processing time: 7–10 business days after a successful inspection).
    • Option B (Convert to 110% Store Credit – Recommended): You may choose to convert your full original purchase amount into Macoele Store Credit (with the USD 35.00 return shipping fee waived). Additionally, we will credit your digital gift card with an extra 10% bonus value based on the product’s purchase price as compensation. This store credit never expires.
  
  
• If the Item Fails Inspection: If an item is found to have signs of wear, damage, perfume/cosmetic residue, or missing original accessories, it will be deemed ineligible for a refund. The legal ownership of the item remains with the buyer. The buyer must arrange and pay for shipping to retrieve the item within 30 days of receiving our notice. Failure to do so will be deemed a voluntary abandonment of ownership. Macoele reserves the right to dispose of or destroy the item at its sole discretion, and the buyer shall have no right to object or claim any compensation.
  
  
  

5. SELF-SHIPPING POLICY & RISK DISCLAIMER

• We strongly discourage customers from shipping returns independently. If you choose to bypass our official channel and ship the item via your local postal service or alternative logistics:
  You must provide Macoele with a valid international tracking number.
    • You must fill out the customs declaration form strictly as: “Returned Goods – No Commercial Value”.
    • Macoele is NOT responsible or liable for any lost, stolen, or damaged packages, or customs delays incurred during independent shipping. If a self-shipped package arrives at our headquarters with outstanding import customs duties, clearancing fees, or local taxes, the entire amount will be deducted from your final refund.
  
  

If you have any questions regarding your international return, please reach out to our dedicated support team at order@macoele.com.