1. For hygiene reasons, all items sold are strictly non-refundable. Thank you for your understanding. If you receive an incorrect order or damaged goods, please contact us via WhatsApp at +852 9668 7745 within 7 days of receipt.
2. Product appearance and colors may vary slightly from the photos or videos displayed due to differences in monitor settings. Furthermore, a manual measurement variance of approximately 1–3 cm may occur due to fabric characteristics and hand-measuring. Please note that unless the incorrect item was dispatched by our team, all products are strictly non-returnable and non-exchangeable.
3. Should you have any inquiries regarding your received items, please retain all original packaging and contact us via WhatsApp at +852 9668 7745 within 2 days of delivery so that we may assist you accordingly.
4. Each order is entitled to a one-time return or exchange service only, which is strictly limited to items of the exact same style and color.
5. If a return is requested for an order where a "STILL" coupon was applied, the refund amount will be issued minus the coupon value, and the coupon will not be reissued under any circumstances.
6. If the item requested for exchange is out of stock, it may be replaced with another item of equal or higher value. Customers must pay the price difference if the new item costs more. If the replacement item is of a lower value, the price difference is non-refundable. Alternatively, customers may choose to receive a refund in the form of store credit, subject to the deduction of a fixed return handling or administrative fee.
7. Returns and exchanges will not be accepted for any items unless a verified manufacturing defect or quality issue is present.
8. Items purchased from regions outside of Hong Kong and Macau are strictly non-returnable and non-exchangeable.
9. If the returned item does not meet our required standard and condition for eligible returns, your return request will be canceled, and the item will be sent back to you at your own expense.
10. All shipping fees and related costs incurred during the return or exchange process shall be fully borne by the customer.
11. Customers may also opt to arrange a return at our physical store, which is strictly available by prior appointment only.
12. Our Customer Service Office hours are Monday to Saturday, 11:00 AM – 9:00 PM (excluding public holidays).
13. STILL reserves all rights, at its sole discretion, to change, modify, add, or remove any portion of these terms and conditions at any time without prior notice to you. Any changes to the terms will be posted directly on this website, and the effective date at the bottom of these terms will be updated accordingly to reflect the date of the last modification. STILL highly recommends that you review these terms periodically to stay informed of the latest updates applicable to website usage and product shipments.
Product return and exchange conditions
To be eligible for a return or exchange, the returned items must strictly meet all of the following conditions simultaneously:
The item must be brand new, unwashed, and completely unused.
For items with packaging, they must be returned together with their complete, unaltered original packaging.
Standard Return & Exchange Steps
1. Please contact us via WhatsApp at +852 9668 7745. Kindly inform us of the specific issue with your order and provide either your Order Number or the mobile number used when placing the order.
2. Please attach clear photos of the specific item(s) you are requesting to return or exchange.
3. Our Customer Service representatives will contact you to verify the condition of the item and discuss the subsequent replacement or arrangement.
4. Your replacement or exchanged item will be dispatched within 7–10 working days after your return application has been formally accepted and processed.
THE LATEST UPDATES : 2026.05.20
