Return Policy

Return Eligibility

We want you to love your KNOT purchase. If you're not completely satisfied, we offer a 14-day return window from the date of delivery. To be eligible for a return:

• The item must be unused and in its original packaging
• All labels and documentation must be included
• The item must be in its original condition (no damage, wear, or stains)
• A copy of your order confirmation or receipt is required

How to Initiate a Return

Follow these simple steps to start your return:

1. Contact us at studio@shixiang.co with your order number and reason for return
2. Receive a return authorization within 1–2 business days, including a return shipping address
3. Pack your item(s) securely in the original packaging to prevent damage during transit
4. Ship the package using a trackable shipping method. We recommend using the carrier of your choice with tracking and insurance
5. Send us the tracking number so we can monitor your return

Refund Process

Once we receive your returned item(s) and verify they meet the return eligibility criteria:

• Refunds are processed within 3–5 business days of receiving the returned package
• Refunds are issued to your original payment method
• Please allow 7–14 business days for the refund to appear on your statement (depending on your payment processor)
• You'll receive a confirmation email once your refund has been issued

Return Shipping Costs

Returns are free. Once your return is approved, we'll send you a prepaid return label — just drop the package off and you're done.

If an item arrives defective or damaged, or you received the wrong product, we'll cover the return shipping and send a replacement or issue a full refund right away.

Exchanges

Need a different scent, collection, or product? We're happy to help with exchanges. Here's how it works:

• Initiate a return for the item you want to exchange
• Place a new order for the replacement item(s)
• Once we receive and process your return, we'll issue a refund for the original order
• Your new order will ship immediately, ensuring you get your replacement quickly

Damaged or Defective Items

If you receive a damaged or defective item:

1. Photograph the damage or defect
2. Contact us at studio@shixiang.co within 7 days of receiving the item
3. We'll provide a free return shipping label and send a replacement or issue a full refund
4. Please keep the original packaging — it helps us investigate the issue

Order Cancellation

If you need to cancel your order before it ships, please contact us immediately at studio@shixiang.co. We process orders quickly (within 1 business day), so we can't guarantee cancellation after processing has begun. Once an order ships, it must be returned following the standard return process.

Refund Exceptions

The following items are not eligible for refund:

• Items clearly marked as "Final Sale"
• Custom or personalized orders
• Gift cards and electronic gift cards
• Items returned after the 14-day window
• Items that show signs of significant use, modification, or damage after delivery

Contact Us

Have questions about returns? We're here to help:

• Email: studio@shixiang.co
• Response time: Within 1–2 business days