1. General Policy
At The Country, each piece is crafted in limited quantities with attention to detail and quality. As a growing brand, we are not yet able to provide a full refund or return system.
That said, we deeply value every order and are always open to reviewing special cases with care and understanding.
Please note: The exchange process may take 20–30 days from the date we receive your request.
2. When can I request a product exchange?
We accept exchange requests in the following cases:
- The product has a manufacturing defect (e.g., torn fabric, discoloration, broken detail).
- The item received is incorrect in design, color, or size compared to the confirmed order.
- The customer wishes to change the product size.
For size exchanges, customers kindly cover both-way shipping costs and any applicable customs fees. We will inform you of the estimated fees before proceeding.
Notes:
- Each order is eligible for one-time exchange only.
- Items tailored or customized upon request are not eligible for return or exchange.
3. How long do I have to request an exchange?
All exchange requests — including those due to defects or shipping errors — must be submitted within 3 days of delivery.
We are unable to process requests beyond this period.
4. Conditions for exchange eligibility
To be eligible for exchange, the product must:
- Remain in its original condition: unworn, unwashed, unaltered, with all tags attached.
- Be accompanied by the order confirmation or receipt.
- Include photos and an unboxing video clearly showing the issue.
5. How to start the exchange process
- Step 1: Submit your exchange request with Order ID, product photos/unboxing video, and your exchange preference.
- Step 2: Wait for confirmation and instructions from The Country’s Customer Service (1-2 working days).
- Step 3: Pack and return the item as instructed.
- Step 4: The Country inspects the returned product (7-10 working days).
- Step 5: The Country prepares and ships the replacement item (within 1-2 working days).Step 6: Customer receives the new item (7-10 working days).
Shipping times exclude weekends and public holiday
