Return and Refund Policy
At Persona Collection, customer satisfaction is always our top priority.
Our dedicated QC and QA teams will inspect your items prior to shipping. Our product quality is guaranteed. However, you do need to carefully and accurately check your size before buying. Please kindly reference the size chart(s) on the product page.
If you are not satisfied with the items you receive, we can easily arrange an exchange or a refund for you.
We are here to help! Please feel free to contact customer care if you have any issue with your order!
14 Day Return Warranty
Customers can contact us within 14 days of receiving the item. All returnable items must be sent back in their original condition: unworn, unaltered, unwashed with their tags and labels.
If you have received a defective or damaged item, a wrong size or a wrong product, please contact us immediately at customer care.
Steps to contact us
1.Click on Contact at the top of our website and describe the issue in detail (return reason) along with your order number and SKU (product) number. For defective,incorrect or not as described item, please send us a clear picture or video of the problem.
2.We will review your case and offer a solution.
1.If our company is responsible for the issue, we will allow a return to our warehouse for a refund and or an exchange. Once we receive the item, we will refund in full the original product price and its shipping or resend for free a replacement at our expense.
2.If the customer has ordered an incorrect size, product or simply wants to exchange the item, we can allow a return too. In that case, the customer will be responsible for the shipping fee both ways (to and from our warehouse) for an exchange. If the customer chooses a refund, we will refund the original product price. All and any shipping fees are not refundable.
Your satisfaction is our priority!
From June 2016, Persona Collection provides one temporary policy: If you are dissatisfied with the order, please contact us within 14 days of receiving the product. All clients will be offered unconditional resend or refund for orders under $50.
Additional notes about Warranty
-All returns must first be approved by our customer service team; if approved, you will be provided with an RMA form. Returned items without RMA form will not be accepted.
-All returned items must be in brand new condition, unused/unworn, unwashed, come with all original tags and their original packaging.
-Unless there is a mistake on our side, we do not accept product return and exchange for the following items: clearance items, discounted items, and all apparel listed under both the lingerie and swimwear categories.
Please contact us for any further help. We will do our very best to help you.
We accept these secure and convenient payment methods:
Buyers can pay securely by credit card (including Visa and Mastercard) via PayPal.
PayPal is the most popular online payment method in the world.
For orders which exceed $500.00 please contact us at our dedicated Support Center
Note: Please tell us after you pay the wire transfer with your order number, the amount paid, the transaction number and the exact date you made the wire transfer.
4. Western Union
Please contact us at our Support Center for details.
Note: Please tell us the following information after you have paid using Western Union
(1) The 10 digit control number.
(2) Sender's name.
(3) The exact amount you send.
(4) Sender's address.
(5) Your shipping address.
Shipping & Handling
At Persona Collection, we value each and every single customer. As customer satisfaction is always our top priority, we offer various shipping options to suit every customer. Our options range from postal shipping (standard and medium speed) to expedited shipping (fast delivery).
You can choose your preferred shipping method on the Order Information page during the checkout process.
• Postal deliveries: If you haven’t received your package based on the above estimates, Please kindly submit a ticket on our Support Center.
We will provide a delivery deadline and then offer a solution.
• Due to longer customs clearance times, Standard Shipping times have been extended to 15-30 days for Brazil and 10-15 days for all other destinations in Latin America.
• All estimated/typical delivery time are derived from real world data collected from past orders. They are approximate times for reference only.
• Shipping times will be affected during public holidays; manufacturers and couriers will limit their operations at these times. This is outside our control. Normal service resumes immediately after each holiday.
• It can take a few days following order shipment before the Tracking number becomes active on the courier's system. If the information has not appeared on the courier's website, please try again later.
• The Persona Collection ships all packages from our warehouse and distribution center.
• Persona Collection may have to verify payment and order details before processing your order.
We kindly ask our customers to reply us as soon as possible to ensure a fast and smooth process.
(Total Delivery Time = Processing Time + Shipping Time)
WHAT IS ITEM PROCESSING TIME?
After the receiving of your order, we conduct Quality Control checks and testing in order to ensure the product's quality prior to shipment. The processing time varies depending on the specific product with the average processing time approximately 4 business days; however, it can also be affected by the item's stock status. If your order includes popular items experiencing stock availability issues, the order can take between 5-10 business days to process.
After we dispatch your goods
Persona Collection will email you a tracking number for the courier company (this will be based on your email preferences). Depending on the chosen courier, there may sometimes be a delay of one working day between dispatching your order from our warehouse in China and obtaining the shipping tracking number. If you have not received a tracking number from us, it probably means that we have not sent out your order yet.
Please be patient
Most orders take 1-3 days to complete the verification, packing and dispatch process. If you require additional information on the location of your order, please open a ticket by clicking quoting your order number(s) and we will assist you.
Product Size Disclaimer
We do not accept any responsibility or liability for the incorrect purchase of our products. All of the products on the website are extensively tested to comply with rigorous and strict QC standards. For all of our clothing products, items and accessories, please take careful note of the precise measurements, mainly shown in centimeters (CM). As part of our company policy, we will not be able to accept returns or provide refunds for items which are the wrong size.
Clothing Color Disclaimer
The precise color of the clothing item(s) may vary depending on the specific monitor, the settings and the lighting conditions. The item(s) colors depicted should only be used as an approximate guide.
ANY QUESTION? WE ARE HERE TO HELP!
Please submit a ticket Here.
Notice and Take down Policy of Persona Collection
Persona Collection Notice and Take down Policy is designed to protect the respective Intellectual Property Rights (IPR) of third parties as well as our consumers. It is our intention to respond promptly to notices of alleged IPR infringement.
Intellectual property owners are ultimately responsible for protecting their own IP. As Persona Collection does not claim to hold legal expertise on IPR matters, we require your assistance in identifying potentially IPR infringing items.
If you believe an intellectual property right has been violated on www.personacollection.com, please submit a statement of alleged IP infringement to us. We aim to respond promptly to notices of alleged IPR infringement. Your statement needs to include:
1. The Full name of the intellectual property right owner
2. Your full name & name of the company you represent
3. Your full address, inc. City, State and Zip Code
4. Your contact email address & telephone number, inc. international dialing code
5. Complete description of the alleged intellectual property rights infringement
6. Explanation of the alleged infringement & its location on the www.personacollection.com website
7. Declaration that you believe an IPR has been violated
8. Statement that the information in your Notice is true and correct
9. Clear declaration that you will indemnify www.personacollection.com from all related claims, losses, liabilities, costs, and expenses (including reasonable attorney's fees) which www.personacollection.com may incur in connection with the notice
To proceed, please fill in the information and sign the INFRINGEMENT STATEMENT (Notice) file.
Note: this link is only for legal matters and must not be used for pre-sale, order tracking or after-sale issues.
For pre-sale, order tracking or after-sale issues,contact us via our online ticket system.
Please understand that the submission of misrepresentations and inaccuracies in the notice may in turn expose you to liability and damages. You must carefully consider IP defenses, limitations or exceptions. For specific and specialist legal advice regarding this Notice and Take down Policy, you are strongly advised to consult an attorney.