Return and Refund Policy

Last updated: November 13, 2026

We hope you love your piece. If something is not right, this page explains how returns and refunds work.

At a glance

• You have 14 days from delivery of the last item in your order to request a return.
• If an item arrives damaged, is defective, or is not what you ordered, we cover all costs.
• If you change your mind or chose the wrong size, you pay return shipping.
• Refunds are issued within 10 business days after we receive and inspect your return.
• Customers in the European Union (and, under UK law, customers in the United Kingdom) have additional statutory rights. See "Customers in the European Union" and "Your statutory rights" below.

Return window

You can request a return within 14 days from the day the last item in your order is delivered.

Condition of returns

To be eligible for a voluntary return (for example change of mind or wrong size), items must be:

• unworn and unused
• if the item has a tamper-evident seal, with the seal still intact and not removed, cut, or broken
• in their original packaging, with any tags still attached
• sent with proof of purchase, such as your order number or receipt

Tamper-evident seal

Some pieces come with a tamper-evident seal to help protect product integrity. Where a seal is used, it is applied so it does not stop you from trying the piece on briefly, as you would in a shop. The brand name appears on the reverse of the seal.

For customers outside the European Union and the United Kingdom: if your item has a seal, our voluntary return policy requires the seal to remain intact. If the seal is removed, we may decline a change-of-mind return. Items without a seal can still be returned under the other conditions above. This does not affect claims for damaged, defective, or wrong items.

For customers in the European Union and the United Kingdom: the seal does not limit your statutory right of withdrawal. See "Customers in the European Union" and "Your statutory rights" below. Where a seal is present, seal status may still be used to assess any loss in value from handling beyond a brief try-on.

How to start a return

All returns must be approved before you send anything back. To request a return:

• email cs@mysticforest.com.co with your order number and the item you would like to return, or
• submit a request through your account at https://account.mysticforest.com.co

We will reply with the next steps. We cannot accept items sent back without prior approval.

Once your return is approved, please send it to:

Mystic Forest
RM 1105, Airport Freight Forwarding Centre
2 Chun Wan Road, Chek Lap Kok
Hong Kong

Damaged, defective or wrong items

Please check your order when it arrives. If an item was damaged in transit, is defective, or is not what you ordered, contact us within 7 days of delivery at cs@mysticforest.com.co. Please include photos or an unboxing video.

• We cover all costs, including return shipping.
• If we need the item back, we will send you a prepaid return label. Prepaid labels are provided only for damaged, defective or wrong items.
• At our discretion, we may offer a replacement or refund without asking you to return the item.

Change of mind or wrong size

• You pay the cost of return shipping.
• Please use a tracked shipping service and keep your tracking number.
• We are not responsible for returns lost in transit back to us, so we recommend insuring the parcel for the value of the items.
• Original shipping charges, duties and taxes are not refundable. For orders with free shipping and duties included, we refund the full price you paid for the returned items.

This paragraph does not apply where EU law requires otherwise. See "Customers in the European Union".

Sale and promotional items

Discounted or promotional items can be returned on the same terms as full-price items, unless the product page clearly marks the item "Final Sale".

Items that cannot be returned

• Gift cards
• Personalised or custom-made items
• Items clearly marked "Final Sale" on the product page

Refunds

When we have received and inspected your return, we will email you to confirm whether your refund is approved.

Approved refunds are issued within 10 business days after we receive and inspect your return. They are made to your original payment method. Your bank or card issuer may take additional time to show the refund on your statement.

If you have not received your refund after this time, please contact us at cs@mysticforest.com.co.

Exchanges

To exchange an item, please return it as described above and place a new order for the item you would like.

Lost or undelivered parcels

If your order has not arrived within 10 business days after the estimated delivery window, please contact us. We will ask the carrier to trace the parcel. Once the trace is complete, we will reship your order or issue a refund.

Chargebacks

If there is a problem with your order, please contact us first. We will do our best to resolve it quickly, and this is usually faster than a payment dispute. Contacting us does not affect any rights you have with your bank or card issuer.

Customers in the European Union

If you live in the European Union, you have the rights below. Where this section differs from the rest of this policy, this section applies.

Right of withdrawal

• You may withdraw from your purchase within 14 days without giving any reason.
• The 14 days start on the day you, or someone you nominate other than the carrier, receive the goods. If your order arrives in several parcels, the 14 days start when the last item arrives.
• To withdraw, tell us of your decision with a clear statement before the 14 days end by emailing customer service at cs@mysticforest.com.co. Include your order number and that you wish to withdraw. You do not need our prior approval. We will confirm receipt by email.
• Please send the goods back to the return address above without undue delay, and no later than 14 days after you tell us you are withdrawing. You meet the deadline if you send the goods before the 14 days end.
• You pay the direct cost of returning the goods, unless they are damaged, defective or wrong.
• We will refund all payments received from you, including the standard outbound delivery cost and any duties or taxes included in the price. We will do so within 14 days of receiving your withdrawal notice. We may hold the refund until we have received the goods back, or until you have given us proof that you sent them, whichever comes first.
• Refunds are made to the payment method you used, unless you expressly agree otherwise. You will not pay any fees for the refund.
• You are responsible for any loss in value caused by handling the goods beyond what is needed to check their nature, characteristics and functioning. Trying a piece on briefly, as you would in a shop, is fine.
• The approval step, the packaging requirements, the tamper-evident seal condition, and "Final Sale" markings described above do not limit your right of withdrawal. If the item has a seal, voluntary returns require the seal to remain intact; once the seal is removed, the voluntary return does not apply, without limiting your statutory right of withdrawal.
• The right of withdrawal does not apply to goods made to your specifications or clearly personalised.

Legal guarantee

Under EU law, you have a legal guarantee of conformity of at least 2 years from delivery. If an item is faulty or not as described, you are entitled to a free repair or replacement. If that is not possible, you are entitled to a price reduction or refund. The law in your country may give you longer protection. The 7-day reporting window above helps us resolve problems quickly. It does not reduce these rights.

Your statutory rights

This policy does not affect your statutory rights as a consumer, including any right of withdrawal or cancellation that applies in your country (for example in the European Union or the United Kingdom).

Contact us

Mystic Forest
Trader / legal name: Mystic Forest
Email (customer service): cs@mysticforest.com.co
Phone: +852 62887811
Account and return requests: https://account.mysticforest.com.co
Return address: RM 1105, Airport Freight Forwarding Centre, 2 Chun Wan Road, Chek Lap Kok, Hong Kong