Shipping & Returns
INTERNATIONAL ORDERS
As our carriers are expecting unprecedented volume this holiday season, we suggest you factor in a few additional days to your required arrival date to avoid disappointment due to potential transit delays.
For international orders. We offer free express shipping (3-6 days) and free priority shipping (4-8 days). All orders are charged in USD.
Please note that all international packages may incur duties and taxes, which are prepaid at checkout. These fees are determined by your local customs authorities and are non-refundable. For further details, please consult your local customs website.
RETURNS
All purchases must be returned in their original condition (unworn with original tags attached) within 30 days for a full refund, and we promise to make the process as easy as possible. During the Holiday season (Nov. 1st - Dec 25th), we will accept your return after 30 days so long as it is received by January 10th.
HONG KONG RETURNS
Good news - returns from Hong Kong are FREE! To return an item to FWRD, please use either Skynet Worldwide or SF Express as detailed below:
-
Skynet Worldwide (free pickup):
Visit this page and fill in your order number, email address, and other details to request a return label and choose your preferred day of pickup.
Pack your item(s) into a shipping envelope or box (ideally the original delivery box), and attach the return label. Skynet will arrange to collect your return on the scheduled day. -
SF Express, pickup or drop off:
Schedule a free return with the SF Express online service via this page
OR Check for the nearest SF Express store to drop off your package for return SF Express will ask you to fill out a short local delivery form upon pick-up for drop off. Inform SF Express that the package will be paid for upon receipt to Skynet Worldwide Express (HK) LTD (or select "pay upon receipt" if scheduling online)*
All Hong Kong returns should be sent to the address below:
FWRD Return c/o Skynet
17th Floor, Leahander Centre
28 Wang Wo Tsai Street
Tsuen Wan, Hong Kong
香港荃灣橫窩仔街28號利興強中心17樓
Telephone +852-2371-2685
*Please note that we only accept pay upon delivery returns from Hong Kong
Returns are generally processed between 7-10 business days from receipt, and you will receive an email confirmation once your return has been processed.
US
KEEPING YOUR RETURN IN ORIGINAL CONDITION
Please try your best to maintain items in pristine condition so that we may accept your return and it may be resold to other customers. All items must be returned unworn and with their original tags attached.
Here are some additional tips:
Shoes
Shoes scuff very easily on any hard surface so always try on shoes on carpet. Shoe boxes are an important part of the product presentation and must be returned undamaged, along with shoes.
Swimwear & Lingerie
Try on over underwear for sanitary reasons. Do not remove protective slip.
Tops & Dresses
Please be careful of makeup rubbing off on the garment.
Damage / Defective Items
If you receive an item that is damaged or defective, please contact customer service within 60 days of purchase. After 60 days, we will attempt to assist with repairs and/or obtaining replacement hardware but are unable to provide a replacement or refund for an unrepairable product.
Final Sale
A small number of items may be marked FINAL SALE, in which case they are not eligible for refund, exchange, or store credit.
Returns Sent In Error
In the event that you have mistakenly returned an item to FWRD that was not purchased from FWRD, please contact Customer Service by phone (562-407-3230) or via email (service@fwrd.com) as soon as possible. While we will attempt to assist you with locating and recovering the non-FWRD item, FWRD can not be held responsible for replacing, returning or otherwise compensating you for any non-FWRD items that you may have accidentally sent to FWRD.