Cart 0
  • Your cart is currently empty.

Start a return 

Thank you for shopping with NTBAY. Our aim is to create a satisfying experience for you. However if you are not satisfied with your purchase, simply contact us for return and exchange.

NTBAY Return Policy

You can return the items within 30 days from the delivered date for a full refund.
Our full refund policy covers the following situations: items shipped by mistake, lost package, damaged package or items, missing items, wrong size or color. Generally we need 24 hours to process refund (In some cases, the shipping cost for return is not inculded). The details are as bellow:

Defect products can be returned to us for the following cases and the shipping cost will be coverd by us: stains, zipper malfunction, ripped or torn, poor quality materials, obvious color difference, major difference between the photographed product and the product received. If you experience such problems, please contact us by submitting a ticket, or you can find live help online.

Non-quality related returns:
If there is no quality-related issue but you are still not satisfied with your purchase, you may  return the items for refund within 30 days of receiving your order. We will refund you the item price after we have received your package and inspected it. You will bear all shipping fees incurred.
PS: All returned items must be in brand-new condition, unused and with original tags and packaging.

We shipped the wrong item:
You have two options
1) Exchange it for the correct item and we will cover the shipping cost;
2) Return it for a full refund. Please contact our Customer Service and send back the wrong item within 30 days. We will refund you the full price once we receive it.
PS: All returned items must be in brand-new condition, unused and with original tags and packaging.

Lost package:
Please contact our Customer Service if you did not receive your package by the expected delivery date. We will give you a full refund or resend it once we are confirmed with the courier that your package is lost. In this case, the shipping cost will be covered by us.

Missing items:
Inform our Customer Service if any item is missing from your package. When we have confirmed it, we will offer a full refund or send the missing piece, upon your request. We will be responsible for all shipping fees incurred. Generally we need 24 hours to deal with this issue.

Damaged package or items:
If your package arrives in damaged condition, please reject it from the courier with the reason of damaged package and inform our Customer Service about it.

If you find the package or items are damaged after accepting it, please provide our Customer Service sufficient evidence like photos and description of the issue. We will send you a new one or issue a full refund after confirmation. In this case, the shipping cost will be covered by us.

Color mismatch:
The settings of your computer screen may alter the color of the pictures shown on Slight color mismatches between the color of your item and the color shown on screen does not mean that the item is defective or mis-shipped. However, if you believe that you have received the item in a wrong color, please contact our Customer Service to decide if you are in line with the refund policy.

Out of stock:
The inventory changes frequently with the increasing of the order, so maybe some items are not available after you finish the payment. On this situation, we will contact you within 48 hours and let you decide whether it could be replaced or canceled to enable timely delivery. Payment including the shipping fee will be credited to the balance of your member account for future use.

 How to return
If you are not 100% satisfied with your purchase. You can return your item(s) for a full refund within 30 days upon receipt. However you need to pay the shipping fee (not including the cases where we stated above mentioning that we will cover the cost)on your own.

Request For The Returned Or Exchanged Items
a. The customer has to contact us to get a return authorization (return address) or exchange authorization within 30 days upon receipt if you want to return/exchange your purchase.
b. Items received unused (without the smell of perfume), unwashed, not in damaged or worn condition (only when the items which are defective or damaged upon receipt);
c. Items received in original packaging.

Please send your items back with information as below:
1. Tracking No. of return package
2. Original order number
3. Reasons for refund (+ photo proofs if the items are not returned
4. Specification and number of the returned items

How Long Does It Take To Process My Return?
Once we have received your package:

a. if you ask for a return, your refund will be processed within 7 business days upon receving your return. You will be notified via email at the address listed on your account when this transaction has taken place. Please note that your banking institution may require additional days to process and post this transaction.

b.If you ask for an exchange, exchange will be made in 7 business days upon receving your return.


Thanks for your cooperation and understanding.

Cancellation Policy
We are greatly thankful for you to make orders on, but there are three rules for order cancellation you need to know:
1. Orders cancelled within 24 hours of payment confirmation will get a full refund.
2. Orders cancelled after order preparation may be canceled, but you will be responsible for 15% of item price.
3. It is not allowed to change items including changing item size or color after 24 hours of payment confirmation. We will charge for 15% of item price if you insist to change.
4.Orders cannot be canceled after shipment.