We gladly accept any unused items purchased on We cannot accept items that have been opened unless the product is damaged or defective. If a set is being returned, all products in the set must be returned. If your order contained a GWP (Gift With Purchase) all products making up the gift must be returned along with the items you are returning.  In case of damaged, defective or incorrect item, please contact Customer Service at +852-3589-5326 and we’ll be happy to assist you. 

Merchandise purchased on must be returned within 7 days following the delivery date found on the Packing List. You can print out the Return Form online by going to My Account then click on My Returns. Refunds will be issued based on the original form of payment.    

Please allow up to 7-10 business days to proceed the refund from when we receive the return items. Business days are from Monday to Friday, excluding General holidays within Hong Kong. We will send you an email once we have completed the refund process. Items purchased outside of Hong Kong are not eligible for returns.


You will be responsible for paying your own shipping costs in returning your item. We regret that we do not refund original shipping costs. We recommend to send in your returns via an insured method with tracking information in case of loss. Please remember to write down your Tracking Number to monitor the status. Returns

19/F, Nan Dao Commercial Building

359-361 Queen’s Road Central

Sheung Wan, Hong Kong

Contact Us

If you have any questions on how to return your item to us, please feel free to contact our customer service.


Phone +852 3589-5326


JOWAE Customer Service Representatives are available 9am - 6pm Hong Kong time, Monday through Friday via telephone or e-mail.