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Customer Support

Returns & Refunds

Last updated: October 16, 2026

This website is operated by HONG KONG LETEI COMMERCE INTERNATIONAL LIMITED (“JOCQUELINE”, “we”, “us”). If a product’s description includes specific return terms, those terms take precedence over this policy.

Returns

You may request a return within 7 days of receiving your order. If the law in your country gives you a longer cancellation period, that period applies.

To be eligible, the item must be:

  • unused, unworn and in the same condition as you received it;
  • returned with all original packaging and accessories, including the box, barcode polybag, strap and bird charm where included;
  • accompanied by your order number or proof of purchase.

How to start a return

  1. Email us at jocqueline.seoul@le-tei.com with your order number, the item name and color, and the reason for the return. Photos help us review your request faster.
  2. We will reply with return instructions and the return address.
  3. Pack the item securely in its original packaging and send it with a tracked shipping service.

Please do not send an item back before your return has been approved. Items sent without approval may not be accepted.

Return shipping costs

  • Change of mind: return shipping is paid by the customer. Original shipping fees are non-refundable.
  • Defective, damaged or incorrect items: we cover the return shipping and refund the original shipping fee.
  • Import duties and taxes are not refundable.

Defective, damaged or incorrect items

Please inspect your order on arrival. If an item is defective, damaged in transit or not as described, contact us within 3 months of receipt with photos of the item and packaging. We will offer a replacement where available or a full refund.

Our bags are made from natural leather, such as French full-grain Taurillon leather. Natural variations in grain, tone and texture are characteristics of the material and are not considered defects.

Items that cannot be returned

  • Items that have been used, worn, altered or damaged after delivery
  • Items returned without their original packaging or accessories
  • Items whose resale value has been significantly reduced
  • Custom-made or personalized items
  • Items marked as final sale

Exchanges

We do not offer direct exchanges. If you would like a different size or color, please return the original item for a refund and place a new order.

Pre-order cancellations

You may cancel a pre-order free of charge at any time before it is dispatched. We will refund the full amount you paid.

Refunds

Once we receive and inspect your return, we will email you to confirm whether the refund is approved. Approved refunds are issued to your original payment method within 3 to 5 business days. Depending on your card issuer, it may take until your next billing cycle for the credit to appear.

If you have not received your refund after this time, please contact us at jocqueline.seoul@le-tei.com.

Contact

HONG KONG LETEI COMMERCE INTERNATIONAL LIMITED Shop 310, Level 3, Ocean Centre, Harbour City, 5 Canton Road, Tsim Sha Tsui, Kowloon, Hong Kong Email: jocqueline.seoul@le-tei.com Customer service: Monday to Friday, 10:00 to 18:00 (HKT)