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Refund Policy


  • You can cancel the order at any time before Cutematchy has shipped the products to you.  Under normal circumstances, Cutematchy  will process your order cancellation request within 1-2 working days.  Once the order has entered the shipped stage, it may not be canceled.  Please contact us by email:

  • You can only cancel the entire order, not part of an order.  If you still need to cancel some items in your order, you must cancel the whole order before repurchasing.  If the amount of the canceled order is higher than the amount of the new order, you only need to submit the order;  if the amount of the canceled order is lower than the amount of the new order, please contact us, and we will refund you the corresponding price difference according to the amount of the canceled order.

  • After the order is canceled, Cutematchy  will not reserve inventory for you, resulting in insufficient stock and unable to purchase.  Please contact us by
    After you submit the cancellation request, we will send you the processing result by email.  If the cancellation is not successful, please contact us and follow the steps outlined in the Returns Policy to make a return.

  • The delivery cannot be delivered due to special reasons, including but not limited to natural disasters, government actions, social anomalies, etc.  We will notify you by sending an email.
    Refund time limit: Once a refund occurs, the refund amount will be returned to your account through the original payment channel.  If you paid with Paypal, the refund amount will be credited within 3-7 business days.  The arrival time of other banks/payment methods depends on the refund policy of each bank/payment channel.

  • If you have any issues with your return, you must contact Customer Support within 180 days after your order was first placed.
  • Refunds will be processed within 7 days after we receive your package. The refund will be issued to your original payment account, as per your request.
  • If your order doesn't include any promotions or discounts, you will receive a full refund for the items, equal to the price shown on our site (Item’s original price).
  • The original shipping fee and insurance are non-refundable.



1. How long do I have before making a return, and do I have to pay for shipping?

  1.  You have a max of 30 days to make returns. You must send back and postmark your return packages within 30 days after the purchase date. No returns made after 30 days from the purchase date will be accepted.
  2.  The Order’s Shipping Fee won’t be included in refunds. We also don’t offer Free Return Shipping nor do we provide refunds for any fees that may have resulted from shipping the returned items. Then send back and postmark the package within 30 days from the purchase date.
  3. You can use your own shipping method and at your own cost.

2. How do I make a return?

  1. Contact us on: If your return is accepted, we’ll send you an instruction on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
  2. Select the item(s) you would like to return, indicate the reason, and submit.
  3. Print the return label and securely tape it on the outside of your return package.
  4. Call the post office to arrange a collection or drop off at your nearest post office.


  1. If you are paying to ship back the return yourself, you can use any shipping method you like, just make sure it's postmarked no later than 30 days from the purchase date. (See "Important Notice" section for details)
  2. Free Return only available for order vaule less than US$30


3. Can I still return items if they are worn, damaged, or have the tags removed?

  1. You can only return items that are unworn, unwashed, undamaged, have the original tags attached and the original packaging.
  2. The following items cannot be returned or exchanged: bodysuits, lingerie, swimwear, jewelry, beauty,underwear,event&party supplies,DIY supplies ,pet supplies and accessories (except scarves, bags, and mermaid blankets). We cannot offer refunds on cosmetic if the hygienic seal has been broken.
  3. If your order includes promotions or discounts, the calculated price you've paid for the item is adjusted accordingly. This will lead to differences in the Refund’s amount, from the Original Cost of the items. Should you wish to check how much is the amount of the items after the discounts
  4. Items with non-returnable marks and free gifts cannot be returned.

Important Notice:

  • Please do not send your return to the sender's address on your package. This is not the return address and will affect the processing of your return. You should only send it to the address on the email we provide even if you are using your own shipping.
  •  Please make sure you don't include non-Cutematchy items by accident in your return package. We will not be responsible for sending back those items to you.
If you have suggestions and comments about our products/services, please contact us.    
Cutematchy thanks every customer who has ever chosen our product.