FAQ

Frequently asked questions

1. What should I do when my order arrives?

Upon receiving your order, please record a clear and continuous unboxing video showing:

• The sealed package before opening

• The waybill/shipping label

• The full unboxing process

• The actual condition of the item

Important: Claims for damaged, missing, or incorrect items will only be accepted if supported by a complete unboxing video. Edited or cut videos will not be accepted.

This protects both the customer and Ursimus Clothing from fraudulent or forcefully damaged claims.

2. What if I received a damaged or wrong item?

If you receive a defective, damaged, or incorrect product:

• Contact us within 7 days of delivery

• Send your order number

• Provide the complete unboxing video

• Include clear photos of the issue

Without proper video proof, we reserve the right to decline exchange or refund requests.

3. Can I return or exchange my item?

Yes, within 7 days of receiving your order, provided that:

• The item is unused and unwashed

• Tags are intact

• Original packaging is complete

• You provide a valid unboxing video (if claiming damage)

Sale or discounted items are final and non-returnable.

4. Who pays for return shipping?

• If the item is defective or incorrect (with valid proof), we will cover the return shipping.

• If the return is due to change of mind, wrong size selected, or preference, the customer is responsible for shipping costs.

5. Can I cancel my order?

Orders cannot be cancelled once they are processed or shipped.
We reserve the right to refuse cancellation requests at our discretion.

6. What if the courier delays my order?

Once shipped, delivery is handled by third-party couriers (LBC, J&T Express, etc.).
We are not responsible for delays caused by couriers, weather conditions, or unforeseen events.

7. What if I entered the wrong address?

Customers are responsible for providing accurate shipping information.
Ursimus Clothing is not liable for lost packages due to incorrect or incomplete addresses provided by the customer.

8. Do you accept refunds without returning the item?

No. Refunds are processed only after:

• The returned item is received

• The item passes inspection

• It complies with our Return Policy

9. What happens if the returned item does not pass inspection?

If the item shows signs of:

• Use

• Washing

• Alteration

• Intentional damage

• Missing tags

We reserve the right to deny the refund or exchange and return the item back to the customer at their expense.

10. Why do you require an unboxing video?

This policy protects both parties from:

• False damage claims

• Item swapping

• Intentional sabotage

• Fraudulent refund attempts

We value fairness and transparency in every transaction.