Last updated: October 30, 2026
30-day returns and exchanges
Request a return or exchange within 30 calendar days after the carrier confirms delivery. We accept eligible non-defective returns, including changes of mind, as well as returns for damaged, defective, incorrect or incomplete products. New items and items with slight signs of normal use are eligible.
Eligible products and condition
Our decorative trays, glass keepsake boxes, hanging frames, tea organizers, plate racks, acrylic organizers and wedding card boxes may be returned or exchanged. Include the product, supplied accessories and all pieces belonging to a set. Original protective packaging is helpful for fragile glass but is not a condition that removes your rights. Reasonable inspection or light use does not by itself make an item ineligible.
When a return may be declined
Items substantially damaged by misuse, accidents or alteration after delivery; items with heavy use, contamination or missing essential components caused by the customer; and requests submitted after the 30-day window may be declined. Damage, missing parts or defects present on arrival are not customer-caused damage. Gift cards, personalized or made-to-order goods, if expressly offered and identified as such before purchase, cannot be returned for a change of mind. Defective or incorrect goods remain covered by applicable consumer rights.
Costs and responsibility
We cover return shipping and shipping for approved exchanges, whether the reason is a change of mind, ordering the wrong item or a product problem. There is no return handling fee, exchange processing fee or restocking fee. We do not deduct a return shipping fee from an approved refund. For customer-caused substantial damage, we will explain any eligibility decision before you send the item; we will not impose an undisclosed charge.
How to return
1. Email service@highfree.shop with your order number, the items and whether you prefer a refund or exchange. Describe the reason; for a product problem, include photos if available.
2. Customer support will confirm eligibility and provide the approved return address and instructions by email. Do not send goods to our business correspondence address.
3. A prepaid return label is included in your parcel. Wait for approval before using it. If the label is missing or unusable, we will email a replacement free of charge.
4. Pack the item securely, include the supplied parts, attach the prepaid label and hand it to the specified carrier. Keep your drop-off receipt and tracking number.
5. We inspect the returned item and email the refund or exchange confirmation.
Refund timing
We complete the return review and issue an approved refund to the original payment method within 5 business days after receiving the returned item. We email confirmation when the refund is issued. Your bank or payment provider controls when a refund appears on your statement; contact us if it is not visible after the stated processing period. Any applicable tax on refunded items is refunded with the item price.
Direct exchanges
Request an exchange through the same email and approval process. We cover the return and replacement delivery, with no restocking or exchange fee. After receiving and checking the return, we dispatch an available replacement within 1–2 business days; standard transit is 3–7 business days. Any price difference for a different item is explained and agreed before processing. If the replacement is unavailable, you may choose another available item or a refund.
HighFree
Operated by YAEMART SHANGHAI CORPORATE
Room 602B, Floor 6, No. 370, Pudian Road, Pilot Free Trade Zone, Shanghai 200122, China
Email: service@highfree.shop
Customer service: Monday–Friday, 9:00 AM–6:00 PM Pacific Time (PT), excluding U.S. public holidays.