Last updated: October 21, 2026
We want you to love your QAYQEY denim. If something isn’t right, we offer a 30-day return window from the date your order is delivered.
1. Return Eligibility
To be eligible for a return, items must be:
- Unworn, unwashed and in their original condition;
- Returned with all original tags attached;
- Sent back within 30 days of the delivery date.
Subject to the statutory rights described below, items marked as Final Sale, and items that have been worn, washed, altered or damaged through use, cannot be returned.
2. How to Start a Return
- Email us at support@qayqey.com with your order number and the item(s) you wish to return;
- Our team will confirm your return authorization and provide the correct return address and instructions within 24 hours on business days;
- Pack the item securely and ship it back with a trackable service. Please keep your tracking number until the refund is completed.
For our voluntary return service, please do not send any item back before receiving return instructions — unannounced parcels may not be processed.
3. Quality Issues — Return Shipping Is on Us
If your item arrives defective, damaged or incorrect, contact us within 30 days of delivery with photos of the issue. We will cover the return shipping and offer you a free replacement or a full refund — your choice.
4. Size & Personal-Preference Returns
For returns due to size or personal preference, return shipping is the customer’s responsibility. Alternatively, in many cases we can offer a partial refund and you keep the item — a faster, lower-waste option. Our team will present the available options when you contact us.
Tip: denim sizing can be precise. Check our Size Guide before ordering, or message us — we’re happy to advise on fit.
5. Refund Timing & Method
Once your return arrives and passes inspection (typically within 3 business days of receipt), your refund will be issued to your original payment method within 5–10 business days. Depending on your bank or card issuer, it may take a few additional days to appear on your statement. For voluntary change-of-mind returns outside statutory withdrawal rights, original shipping fees are non-refundable except in the case of quality issues or our error. Statutory withdrawal refunds follow the rules below.
6. Exchanges
The fastest way to exchange an item is to return it for a refund and place a new order. If you prefer a direct exchange (e.g., for a different size), let us know in your return email and we will arrange it subject to stock availability.
7. Late or Missing Refunds
If your refund hasn’t appeared after 10 business days from our confirmation email, please first check with your bank or card issuer, then contact us at support@qayqey.com — we will trace it for you.
8. Questions
Customer care: support@qayqey.com · WhatsApp: +852 8401 3789. We typically reply within 24 hours on business days.
EU and UK statutory cancellation rights
If applicable consumer law gives you a right to withdraw from an online purchase, you may notify us within 14 days after receiving the goods, without giving a reason. For goods delivered separately, the period starts when you receive the last item in the relevant order. Send a clear cancellation statement to support@qayqey.com, or use our cancellation and withdrawal page. You do not need our approval to exercise a statutory right.
Send the goods back without undue delay and no later than 14 days after notifying us. You are responsible for direct return postage for a change-of-mind withdrawal, unless we agreed to cover it or applicable law requires otherwise. We cover return shipping for defective, damaged or incorrect goods. Contact us for the correct return address; our registered office is not a returns warehouse.
For a valid statutory withdrawal, we reimburse payments, including the cost of our least expensive standard outbound delivery option, within 14 days after receiving your notice. We may withhold reimbursement until we receive the goods or evidence that you sent them back, whichever occurs first, unless we offered to collect them. Extra charges for a premium delivery option need not be reimbursed. Refunds use the original payment method unless you expressly agree otherwise, without a refund fee.
You may inspect goods as you would in a shop. You may be responsible for diminished value caused by handling beyond what is necessary to establish their nature, characteristics and functioning. Final-sale labels and our voluntary return conditions do not remove statutory rights. Any legal exception, such as clearly personalised goods, applies only where the law permits it and it was properly disclosed before purchase.
Faulty goods and mandatory rights
Our voluntary 30-day return offer is additional to your mandatory rights. It does not limit legal guarantees or remedies for goods that are faulty, misdescribed or not fit for purpose, or impose a 30-day legal claim deadline. Please report a problem promptly so that we can help.