Refund policy

We ask you for a careful examination prior to your purchase (e.g. size, color, or etc.)
Any inquiries regarding the products should be made within 7 days from the day the delivery was completed.
※ All return must include unboxing videos from when the package is opened without any pause or edits.
※ Please be noted that you should put your order number in returning parcel to make the process faster.


[Exchange / Return policy for defective and wrongly shipped items]
- Please contact our Customer service center within 7 days after receiving your package and send us return tracking number in 3 business days.
- While making an inquiry to our Customer Service Center include the following information to hasten the process:
[Order list, barcode of all the items, a picture of the item, a picture of defect part)


[Missing Items]
- If any of your item(s) is missing in your parcel, please contact our CS team within 7 days from you receive the box. When contacting us, please send us the pictures described below.
(Picture of the box, Picture of all items you received, Order list, pictures of each barcode of the item)
- If confirmed of missing, we will send you the product right away, however, some products may go out-of-stock.
- We sometimes send products separately for our customers' favor. Please double check this on your [My page] whether your order is partially shipped.

[The followings are not eligible for returns/exchange]

- Any items reported after 7 days from the date of receiving
- Any item from which the tags have been removed, regardless of if they were defective on arrival
- Any items that is requested to cut by length (crystal chains, fabrics, etc)
- Customized items
- Due to change of customer's mind
- SALE items are final and cannot be exchanged or refunded
- Items having trace of scent, cigarette, perfume, use, wash, or alterations
- Items that have been damaged intentionally including, but not limited to, lost tags, alterations, washing damages, even if the item was defective upon arrival
- All goods returned without previous notice or in spite of return denial by our CS team will not be accepted

[Refund policy for unclaimed packages]
- In case the customer fails to claim the package and it gets returned to Istana Kancing due to [absence of addressee/wrong or insufficient address],
the round-trip shipping fee based on actual shipping fee rate of each courier will be deducted from the refund.
- In some cases, depending on the shipping cost, the parcel may be discarded; those the customers will be held responsible for the loss caused and no refund will be issued.

Return Address:
Istana Kancing
Ruko Crown Blok E/2,
Green Lake City, Cipondoh, Tangerang, 15147