To ensure a worry-free shopping experience, we offer a 7-day return and exchange service (based on the courier delivery record). Please read the following terms and conditions carefully before submitting a request.
Eligibility
To request a return or exchange, please contact us within 7 days of receiving your order via:
Email: eshop@mrpoco.com
WhatsApp: wa.me/85256042173
When contacting us, please provide the following information:
Order number
Photos of the item (especially if there are defects)
Reason for return or exchange
Exchange Policy
Exchanges are only available for items that are currently in stock (such as size or color). All exchanges must be confirmed by us first.
Items must be in brand new, unused condition with all original packaging, tags, boxes, etc.
Shoes should only be tried on over a clean carpet or soft surface, and must show no visible signs of wear.
Items with damaged or missing original packaging cannot be accepted for exchange.
Items Not Eligible for Return or Exchange
We are unable to accept returns or exchanges for the following:
Sale, clearance, or discounted items
Pre-order, personalized, or custom-made products
Items that have been used, washed, or returned with incomplete packaging
Items without their original branded packaging or damaged packaging
Refund Policy (For Non-Quality Issues)
If you would like to return an item due to personal reasons (e.g., incorrect size, change of mind), we can arrange a refund. The refund process depends on the payment method used:
Payment by Bank Transfer or FPS
No handling fee will be charged
Refunds will be issued by cheque or bank transfer
Processing time: approximately 7–14 working days
A handling fee of HK$50 or 5% of the total order amount (whichever is higher) will be deducted
Alternatively, you may choose to receive the full amount as store credit, and the handling fee will be waived
Refunds will be issued back to your credit card or via bank transfer
Processing time: approximately 7–14 working days
Return Shipping
All return and exchange shipping costs are the responsibility of the customer
Please use a trackable shipping method with signature upon delivery, and ensure the item is properly packaged
We are not responsible for any damage during return shipping
Important Notes
Please do not return items without contacting us first, as we may not be able to process your request
The return address is different from the shipping label address; we will provide the correct return address after contact
Original shipping fees are non-refundable
All returned items will be inspected upon arrival. If they do not meet the return/exchange requirements, we reserve the right to reject the request
Kidspot International Limited reserves the right to make the final decision on all return, exchange, and refund requests.
