Refund policy
RETURN POLICY
Full Price products
If you have changed your mind and wish to make a return for refund or exchange for a product purchased on www.awake-mode.com, you can make a return within 14 days of receiving your order.
Any returned product should be in a resalable condition and in their original packaging. No refund will be processed for products that are returned incomplete or soiled.
Please note that earrings cannot be returned due to hygiene reasons.
Sale products
Please note that we do not offer refunds on Sale products.
For any Sale product up to 50% off, we can offer an exchange of size if available or store credit.
For any Sale product at 50% off and more, sales are final.
For any additional information, please contact our Customer Care team at customercare@awake-mode.com.
Returns conditions
If you have changed your mind and wish to make a return for refund or exchange, you can make a return on your full price product within 14 days of receiving your order.
The returned product will only be accepted in a new, unused and saleable condition with all tags attached. Any shoe should be unworn with no scratches on the soles or marks on the shoe box.
We would recommend to add an extra layer when packing the product to avoid any damage when delivered. Once received and examined with no sign of wear and tear, we will process the refund or exchange.
For any product received as damaged or faulty, please contact our Customer Care at customercare@awake-mode.com with some images of the issue. You have 14 days after receiving your order to make a return or exchange.
Please note that A.W.A.K.E Mode reserves the right to refuse a return in case of breach of our returns policy by making repeated returns.
Returns procedure
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Please send an email to customercare@awake-mode.com briefly explaining the return reason for each of the items you are returning, and our Customer Care team will assist you further.
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Our Customer Care team will send you the pre-paid return label to print and attach to the box. Products should be returned within 7 days of receiving the pre-paid label.
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Place the product in the original shipping box and attach the return labels to the outside of the box. If you are using the original box, make sure you have removed the other shipping labels from the outside of the box. Please note that A.W.A.K.E Mode reserves the right to charge the customer for any cost incurred by using other courier than Fedex.
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Book a collection with the carrier by calling the number provided along with the return label or drop your parcel in an allocated courier point. You can also find contact number by visiting their website.
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Ensure you keep the postage receipt for your records.
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Once we receive the returned item, our team will check that the product is in saleable condition. Once approved, we will email you and refund you within 14 days following receipt of the returned item. Please note that original postage and packaging cost is not refundable nor the international customs duties and sales taxes.
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You will receive your refund in the original account corresponding to the original payment method.
EXCHANGE
We only offer size exchanges on the same product. Where available, replacement items will be dispatched within 14 working days.
If your chosen replacement size is not in stock, you will automatically be refunded in accordance with the Terms & Conditions and notified by email.
For alternative items, please place a new order on our website.
ORDER CANCELLATION
Please note that order cancellation can be accepted on Full Price or Sale product purchased on www.awake-mode.com by sending an email to our Customer Care team customercare@awake-mode.com and before receipt of the order confirmation.
Once the order is confirmed, we will be unable to cancel the order nor modify your order details (including size, style, shipping, billing address, contact number, delivery date). We recommend to return the product following the Return Process.