Your satisfaction is of the utmost importance to us. Upon the arrival of your package, we encourage you to check and make sure that the product is well delivered in undamaged condition. Then check whether the product is made the same as it is described in your order as soon as possible without removing the tags, altering or washing it.
If you are returning or exchanging item, please make sure they are in their original condition – unworn, unwashed, unaltered, undamaged, clean, free of lint and hair and with tags intact and attached.
Our return and exchange process is very easy. First, please send your return reason together with its supportive pictures on contact page within 30 days after delivery. Second, our customer service will check your email and analyze the issue. If your return request is supported, our customer service will email you our return shipping address and ask you to ship it back. Returns without an authorization will not be processed.
Sizing or Fitting Issues
If your item size fluctuates slightly, please kindly allow 1 or 2 inches difference because of the handwork variation when tailoring the same item. For some of the sewn items, it shall be only vary slightly at the seams.
Should your item size differ from the specifications of your order by much, we encourage you to contact us immediately for help.
The digital images we display have the most accurate color possible. However, due to differences in computer monitors, we cannot be responsible for variations in color between the actual product and your screen. However, if you are confident that you have received the item in a wrong color, please contact customer service to see if a return or exchange is possible.
Style or design is not 100% exactly the same as ordered
Please allow very slight difference exist between what you receive and what is shown in the picture, as this is a feature of handicraft. To minimize differences, we strictly test the quality before shipment, including the check of design similarity. If you are confident that the order was totally a wrong one, please contact our customer service within 7 days, and we will try our best to solve your problem.
Defective, Damaged or Mis-shipped Items
If we shipped you a defective or damaged item: You are eligible for a full refund or exchange. When requesting your refund, please be ready to provide customer service photographs clearly showing the problem with the item and its courier number as soon as possible. If you believe your item was damaged during shipping, customer service will need photographs showing the damaged packaging as well as “Proof of Damage” documentation to process your exchanging or refund. Alternatively, you can open the item in front of the delivery person and if you find that it was damaged during shipping, you can reject it. RockCushion.com will then ship you a new item immediately.
Can’t be returned or exchanged due to hygienic reasons
Customized, used or stained items are final sale, no returns or exchanges can be authorized.
Some of your ordered items can be cancelled within 24 hours after you place your order. But we still need you to send us an email in contact page to confirm whether the cancellation can be made as soon as you decide to cancel since some items will be shipped within the same day. If your order status is Shipped, we shall not be able to cancel it.