RETURNS & REFUNDS

Thanks for shopping at HORUSLY. Please contact us if you are unsatisfied with your purchase.

Order Modification

1) Change size or color option:

Please note that clothing  items on our website are available in corresponding sizes, so please read the size chart for each item before placing your order.

For orders that have not yet been shipped, you may contact us to change the size or color options.

Sizes and colors cannot be modified after an order has shipped.

Only size and color changes are allowed, not style changes, such as changing a bodysuit to a short in an order.

2) Change shipping address:

If you need to change the shipping address for your order, please contact us as soon as possible before it is shipped. 

You can contact us via our Contact Us page, online chat, or email us at customercare@horusly.com to request a change to your shipping address.

Please note that once an order is shipped, we are unable to change the shipping address. In such cases, you must either pick up the package at the originally stated address, or contact your local delivery service to request a change to the shipping address.

3）Order Processing and Cancellation
Under normal circumstances, we will process your order within 3-5 days.
In the event that the merchandise you have selected is not currently in stock, we will reach out to you with a follow-up email (customercare@horusly.com). Please ensure that you place your order with a valid email address so that we may contact you promptly.

Please note:
1) For orders placed more than 24 hours after the order time cannot be canceled.
2) Orders that have been shipped cannot be canceled.

 

Returns or Exchange Policy

Returns are accepted for 3 days from the date you receive the package. In an email to customer service at customercare@horusly.com, please specify the reason for the return/exchange. All returns must be authorized by a member of the HORUSLY Customer Service Team.

Items must be in their original packaging and must come with all accessories.（All standard returns are subject to a 20% restocking fee. Depending on the condition of the item, the restocking fee may be higher if it is not in its original packaging.）

Please note that we are unable to accept returns if they are dropped off more than 72 hours after the delivery date. Here's what you should do if you wish to initiate a return or exchange:

1) Contact us via online chat or email at customercare@horusly.com within 72 hours of receiving your package to request a return or exchange.

2) If your return is accepted, our customer service team will provide you with the returning address.

3) Please ensure that your returned package is shipped within 72 hours of the acceptance of your return request.

4) Please note that customers are responsible for the cost of returning shipping fees. We recommend using a trackable, insured shipping method.

5) You will receive an email confirmation once your return has been processed. Please allow up to 3 business days from the time we receive your return for it to be processed.

 Please kindly understand that we cannot be held responsible for lost packages in the following situations:
- Failure to inform us of a change of address before the order is shipped.
- No one being present at the delivery location and/or no one being reachable by phone during delivery.
- Packages being destroyed by the local express company due to extended periods of unavailability on the part of the recipient.
- Our attempts at contacting the recipient via email at customercare@horusly.com being unsuccessful.

*For abnormal/lost packages, we will reissue the package once again. If the package cannot be delivered again due to the recipient's address, we will not take any responsibility and will not accept refunds

Returns will not be granted in the following cases

1) Returns cannot be made because the size does not fit or you do not like the merchandise.

2) Duplicate orders cannot be returned or refunded due to personal reasons

3) Items with tags removed/washed/damaged will not be returned or refunded.

4) There are no returns or exchanges for clearance items.

Our return team reserves the right to refuse any returned item that does not meet the original condition. In such cases, the returned item will not be sent back to you.

 

Refunds

The items returned are inspected by our Quality Assurance team. We will inform you of the refund status as soon as we inspect the item.

If your return is approved, we will initiate a refund to your credit card (or original method of payment).

You will receive the credit within a certain amount of days, depending on your card issuer's policies.

For additional information in this section, you may contact our Customer service at customercare@horusly.com.

HORUSLY does not cover any customs charges, as these are determined at the discretion of the carrier and local laws, and the customer is responsible for all customs charges. Defaulting on customs charges could result in the destruction of your order by customs, meaning you would be refunded up to 50% of the original purchase price.

Delivery

All orders will be dispatched within 48 hours of customers placing their orders unless we predict any delays. Once dispatched, delivery will take 3-10 working days depending on the delivery option chosen.

Covid-19

We are committed to serving you while ensuring the health and safety of our employees and partners and are taking these preventative measures to help support the fight against the spread of COVID-19.

Please be patient as we get your orders delivered to you in the coming days. Our teams have been working tirelessly to fulfill backlog orders.

We appreciate your continued support and understanding as our warehouse implements new health and safety measures to protect you, our employees, and our partners.