Return and exchange

At DXJ Cheongsam, we strive to provide our customers with quality products and exceptional customer service. We understand that sometimes a return or exchange may be necessary, and we are here to assist you in the process.

Please be informed that once an order is placed, it cannot be canceled. Please review your order carefully before confirming your purchase.

Key Points:

  • No Cancellation: Orders cannot be canceled after they have been submitted.
  • Final Decision: All sales are considered final once the order is placed

Return & Exchange Policy

DXJ Cheongsam

At DXJ Cheongsam, we take pride in the craftsmanship and beauty of each garment we create. Our collections are thoughtfully designed to be cherished and worn with care.

We also offer complimentary international shipping, which is a privilege we extend to our customers worldwide. To continue providing this benefit, we kindly ask for your understanding of our return and exchange policy, designed to balance fairness for our customers and the sustainability of our business.

Change of Mind Returns

As a boutique brand offering free international shipping, we are unable to provide monetary refunds for change-of-mind returns. For eligible returns, we are pleased to offer:

  • An exchange for another item of your choice, or

  • An e-store credit is valid for 12 months. Please note that free shipping applies only to your first order. Orders placed using store credit will require a shipping fee, which will be deducted from the credited amount when issuing a credit note. 

If you would like to request an exchange or store credit, please email us at DXJ Email 

within 3 days of receiving your order.

Returned items must be:

  • In original condition — unworn, unwashed, and undamaged
  • With all original tags and labels attached
  • Free of makeup, perfume, deodorant, or any signs of wear

Returned to our Australian office, with a valid tracking number provided within 3 days of approval

Please note:

  • We are unable to process any return where the item has been worn, washed, damaged, or altered.
  • Sale items and custom orders are final sale and not eligible for return.

Exchanges

We provide free shipping for the first exchange as a courtesy.

For any additional exchanges, shipping fees will apply and must be paid by the customer before we dispatch the replacement item.

Faulty or Damaged Items

We stand behind the quality of our garments. Each piece is carefully inspected by our team prior to dispatch to ensure it meets our high standards of craftsmanship and quality.

In accordance with Australian Consumer Law, if you receive an item that is:

Faulty - you are entitled to choose a repair, replacement, or full refund (including original shipping costs).

To request a return for a faulty item, please email us at DXJ Email within 3 days of receiving your order, including:

  • Clear photos of the fault

  • A brief description of the issue

Returned items will be carefully inspected upon receipt to confirm the fault and ensure it was not caused by:

  • Improper use or failure to follow our garment care instructions

  • Accidental or deliberate damage

  • Normal wear and tear

👉 Please note: Each DXJ Cheongsam garment is individually inspected before dispatch. We maintain detailed records of this process. If an item is returned showing damage inconsistent with its original condition at dispatch, we reserve the right to decline a refund.

We kindly remind our customers to treat each garment with the same care with which it was made, so that it may be enjoyed for many occasions to come.

Important Notes

  • For change of mind returns, no monetary refunds are provided. Exchanges or store credit will be offered.

  • If a refund is granted (for a confirmed faulty product), the original shipping cost will be included.

  • Important: If a refund is granted for a change-of-mind return (which is only at our discretion), the free shipping provided with your order will be forfeited. A shipping recovery fee starting from USD $29 will be deducted from your refund to cover the original international shipping costs. The final fee may vary depending on the parcel's weight and destination.

  • Return shipping costs for change-of-mind returns are the responsibility of the customer. For faulty returns, return shipping will be reimbursed where required by law.

     

Sale Item Policy

Please read carefully before purchasing sale items.

Sale Terms:

All items purchased on sale or during promotional events are FINAL SALE.

  • No returns, refunds, or exchanges will be accepted for sale items unless the item arrives damaged during shipping.

Quality Assurance:

  • Every item is inspected thoroughly before shipping. We document condition and packaging to ensure quality control.
  • We ensure that your order leaves our facility in perfect condition.

Damaged-in-Transit Policy:

  • If your item is truly damaged during transit, you must:
      • Notify us within 3 days of delivery.
      • Provide clear photos of the item, packaging, and shipping label.
  • If verified, we will replace the item with the same size and design (subject to availability).
  • No refunds will be issued for sale items under any condition.

We greatly appreciate your understanding and your respect for our garments and policies. This approach allows us to continue offering the highest level of craftsmanship and free international shipping to our valued customers worldwide.

With gratitude,
The DXJ Cheongsam Team