Terms and Conditions

1. General Terms

1.1 All orders placed through this website, Instagram, WhatsApp, direct messages or any other channel designated by Solace by JS are subject to these Terms & Conditions. By placing an order, the customer confirms that they have read, understood and agreed to all of our policies and terms.

1.2 We reserve the right to change product information, prices, stock quantities, promotions, delivery arrangements, website content and these Terms & Conditions at any time without prior notice.

1.3 We make every effort to ensure that product images, colours, sizes, descriptions and prices are accurate. However, differences in screens, lighting and production batches may cause slight variations in colour or detail between the actual product and the images. All information is for reference only.

1.4 The actual product shall prevail. Because measurements are taken by hand, sizes may vary by approximately 1–3 cm. This is considered reasonable and is not grounds for a return or exchange.

1.5 An order is only established once we have confirmed stock availability and received payment in full. In the event of stock shortage, sell-out, pricing error, system issue or any other circumstance beyond our control, we reserve the right to cancel the order and will refund the amount actually paid.

2. Orders and Payment

2.1 Customers must complete payment within three days of placing an order; otherwise the order will be cancelled automatically without further notice.

2.2 Once payment is made, no changes to style, quantity, size, colour or delivery details, and no cancellations, are accepted. Please check your order carefully before placing it.

2.3 If payment is not completed within the payment period, we may release the items for sale again and shall not be liable for any resulting loss.

2.4 Where a refund is required due to human error, duplicate payment, pricing error, stock shortage or inability to supply, we will arrange the refund within a reasonable time after confirming the situation.

3. Nature of Products

3.1 Our products are mainly in-stock items air-shipped directly from Japan, and pre-order items.

3.2 In-stock items are limited. If an item is sold through more than one platform at the same time, orders will be confirmed in order of payment. If an item is sold out, we will notify the customer and arrange a refund.

3.3 Arrival times for pre-order items may be delayed due to supplier dispatch, flight arrangements, customs clearance or logistics. By placing an order, the customer accepts this risk.

4. Disclaimer

4.1 We shall not be liable for any delay, cancellation or loss caused by natural disasters, fire, flood, epidemics, strikes, logistics delays, customs clearance, flight cancellations, system failures, interruption of third-party services or any other force majeure event. We will, however, make every effort to notify customers and offer practicable arrangements.

4.2 To the extent permitted by law, we shall not be liable for any direct or indirect loss arising from the use of this website, social media platforms, payment platforms, logistics services or third-party systems.

4.3 Nothing in these Terms & Conditions affects any statutory rights the customer has under Hong Kong law, including the Sale of Goods Ordinance.

5. Governing Law

5.1 These Terms & Conditions and any separate agreements whereby we provide you services shall be governed by and interpreted in accordance with the laws of the Hong Kong Special Administrative Region, China. Both parties submit to the non-exclusive jurisdiction of the Hong Kong courts.

5.2 These Terms & Conditions are available in Chinese and English. If there is any inconsistency between the two versions, the Chinese version shall prevail.

Privacy Policy

1. Collection of Data

1.1 To process orders, payments, delivery, after-sales service and customer service, we may collect the customer's name, phone number, email address, delivery address, payment records, conversation records and order information.

2. Purpose of Use

2.1 Personal data we collect will only be used to:

•      process orders, payments and refunds;

•      arrange delivery, self-pickup or logistics enquiries;

•      respond to customer enquiries and provide after-sales service;

•      keep transaction records and for internal administration and accounting;

•      send new arrivals, offers or promotional information, only with the customer's express consent.

3. Transfer and Disclosure of Data

3.1 We will not sell, rent or otherwise disclose customers' personal data to third parties.

3.2 Customer data will only be disclosed, where necessary to complete a transaction, to the following service providers:

•      payment service providers;

•      logistics or courier companies;

•      website, technology or cloud service providers.

4. Data Security and Retention

4.1 We take reasonable and practicable security measures to protect personal data against unauthorised or accidental access, processing, erasure, loss or use.

4.2 Personal data is kept only for as long as needed to fulfil the purpose for which it was collected. When it is no longer needed, we take reasonable steps to delete it.

5. Access and Correction

5.1 Customers have the right to request access to and correction of their personal data.

5.2 To access or correct personal data, or to ask about this policy, please contact us at [business email] or through our designated contact channels.

Returns & Exchanges Policy

1. General Principles

1.1 For hygiene, inventory and product-nature reasons, we do not accept refunds, returns or exchanges on paid orders for personal preference, including but not limited to: not liking the item, the item differing from expectations, colour variation, size or fit, duplicate purchases, or change of mind.

1.2 No changes to style, quantity, size or colour, and no cancellations, are accepted after payment.

1.3 Pre-order items, sale items, clearance items, accessories and any item marked as non-returnable cannot be returned or exchanged for personal preference. Wrong or defective items are still handled under Section 2.

2. When Returns or Exchanges Are Accepted

2.1 We will only consider a return or exchange request if:

•      the item received does not match the order; or

•      the item clearly has significant damage or a manufacturing defect on receipt.

2.2 Customers must contact us within 7 days of receipt and provide the following for review:

•      order number;

•      clear photos and/or video of the item;

•      outer packaging and waybill details;

•      a description of the problem.

2.3 If we confirm the item was sent in error, has a significant defect, or was damaged before dispatch, we may, depending on the circumstances:

•      replace it with the same item;

•      issue store credit; or

•      refund to the original payment method.

2.4 If a request is accepted, the returned item must be:

•      new, unworn, unwashed and unused;

•      complete with tags and packaging;

•      free from perfume, stains, cosmetics, alterations or damage caused by the customer.

2.5 Returns or exchanges will not be accepted where:

•      the request is based on size, colour variation, personal impression, or fabric feel not meeting expectations;

•      the item has been used, washed, had its tags removed, or carries odours or stains;

•      the application period has passed;

•      the problem results from incorrect delivery details, no one receiving the parcel, or refusal of delivery;

•      the damage is caused by use, improper care, customer damage, snagging, wear and tear or accident.

3. Refunds

3.1 If a refund is approved, we will refund to the original payment method within a reasonable time after approval. The time for the refund to arrive depends on the payment platform or bank.

3.2 Original shipping fees, additional service fees and any non-product amounts are generally not refundable, unless the item was sent in error by us or has a significant defect.

Shipping Policy

1. Delivery Methods

1.1 We mainly ship with SF Express. Customers may choose an SF station, SF locker or another delivery method we offer.

1.2 If the SF station, locker, address, phone number or other delivery details provided are incorrect, causing failed delivery, delay, return or reshipment, the customer shall bear the additional shipping cost.

2. Free Shipping

2.1 Orders of three or more garments (excluding accessories) in a single order qualify for free shipping to an SF station or SF locker.

2.2 Free shipping applies to garments only, and not to accessories, price-difference top-ups, additional service fees or any other items we specify as excluded.

2.3 Orders below the free-shipping threshold are charged the actual shipping fee, as shown by SF or on our checkout page.

3. Dispatch Times

3.1 In-stock items: dispatched within 1–4 days after successful payment and order confirmation.

3.2 Pre-order items: usually take 10–21 working days to arrive in Hong Kong, then are dispatched within 2 days of arrival.

3.3 If an order contains both in-stock and pre-order items, it will usually be shipped together once all items have arrived, unless otherwise stated. Customers who request separate shipments bear the additional shipping cost.

3.4 Dispatch times are estimates and exclude Sundays, public holidays, severe weather, customs delays, flight changes and courier delays.

4. Receiving the Parcel

4.1 Customers should inspect the parcel and items immediately on receipt. If the packaging is visibly damaged, please take photos and notify us as soon as possible.

4.2 Once an item has been signed for, collected or shown as delivered, we are not responsible for loss, damage or delay caused by third parties, proxy recipients, building management, lockers or the customer's own arrangements.

4.3 If a parcel is returned because no one received it, it was not collected in time, the address was wrong or delivery was refused, we may arrange reshipment, but the customer shall bear the additional shipping and administrative costs.

By placing an order or completing payment, the customer confirms that they have read, understood and agreed to our Terms & Conditions, Privacy Policy, Returns & Exchanges Policy and Shipping Policy. These policies may be updated to meet operational needs; the latest version published on the website shall prevail.

Last updated: 11 October 2026