COG - Terms and Conditions

为了给大家营造轻松愉快的购物环境，请在选购前知悉：COG 保留随时优化本条款的权利，完成下单即代表您赞同当前的购物规则。店内商品支付后均不接受撤销、更改或退换，请您在付款前务必仔细核对订单内容，感谢您的支持！

To ensure a pleasant and reliable shopping journey for all, please note that COG reserves the right to refine our store rules as needed. Placing an order indicates your acceptance of our current policy. Because all purchases are non-refundable and non-exchangeable after payment, please double-check your order details prior to checkout. Thank you so much for your cooperation!

Read Before Order | 下单前须知

为了大家能有愉快的购物体验，下单即代表您同意以下规则：To ensure an enjoyable shopping experience for everyone, placing an order indicates your agreement to the following terms:

• 款式/颜色变更： 在截单前如需更改，请尽快联系客服；预购订单截单后，概不接受任何修改、取消、退款或退换。• Item/Color Changes: If you need to switch styles or colors, please contact customer service before order cut-off. All sales are strictly final upon cut-off or payment, with no cancellations, refunds, or exchanges.

• 地址变更： 包裹发出前如需修改邮寄信息，可随时联系客服为您更正。• Shipping Address: If you need to update your delivery details, please reach out to customer service prior to dispatch.

• 库存与付款： 未付款订单不预留库存（将在 12-24 小时内自动取消），商品以最终完成支付为准。• Payment & Stock: Stock is not reserved until payment is completed. Unpaid orders will auto-cancel within 12–24 hours.

About Shipment | 发货须知

• 现货发货： 确认付款后，现货商品将在 1-5 个工作日内安排发货（不含周末及公共假期）。• In-Stock Shipping: Ready-stock items will be shipped within 1–5 working days upon payment confirmation (excluding weekends & public holidays).

• 预购到货时间： 预购商品的预计到货与发货进度，可随时前往官网【Pre-Order Stock Update】页面查看。• Pre-Order Schedule: For estimated arrival and dispatch updates on pre-order items, please visit the "Pre-Order Stock Update" page on our website.

• 含预购订单发货规则： 若订单包含预购商品，默认将等待预购到齐后一并发货。如需将现货先发，请联系 IG 客服补付运费安排分发。• Mixed Orders Shipping: Orders containing pre-order items will default to shipping together once all items arrive. If you would like in-stock items shipped first, please contact our IG customer support to pay the additional shipping fee.

• 运费查询： 详细运费标准与计算方式，请查阅官网【Shipping 运费说明】页面。• Shipping Rates: For detailed shipping rates, please refer to the "Shipping 运费说明" section on our website.

Preorder | 预购须知

• 自制生产周期： 本店商品大部分均为自制，整体工期需要 1–3 个月（通常约 1.5–2 个月）。由于工厂工期不同，且面料偶尔可能出现断货等情况，请大家耐心等待，恕不接急单哦！• In-House Production: As all pieces are self-manufactured, production takes 1–3 months (typically 1.5–2 months). Due to varying factory schedules and fabric availability, rush orders are strictly not accepted—thank you for your patience!

• 文明理性购物： 我们一直秉持诚信做生意的原则，非常希望能够服务好每一位股东。也请大家文明理性沟通、避免辱骂或催促；只要商品到货，我们一定会第一时间内尽快为您发出！• Kind & Respectful Shopping: We operate our business with honesty and sincerity, and we always strive to serve you best. We kindly ask for polite and respect-based communication. Please rest assured that as soon as stock arrives, we will ship out your orders as quickly as possible!

• 进度查询： 补货与到货状态会在官网【Pre-Order Stock Update】统一更新，不另行安排一对一通知。• Status Updates: Arrival updates are published directly on our "Pre-Order Stock Update" page; individual notifications will not be sent.

• 延迟处理规则： 到货时间可能因海关运输、生产排期或面料短缺等不可控因素有所延迟。如遇到货延迟，订单无法办理取消或退款（若商品最终确认为断货/停产除外）。• Delay Policy: Arrival schedules may be affected by shipping or material backlogs. Delayed pre-orders cannot be canceled or refunded unless confirmed out of stock.

• 缺货/停产退款： 若遇到商品停产或缺货，我们将在第一时间主动联系您并安排全额退款。• Out-of-Stock Refunds: If an item becomes discontinued or sold out, we will notify you promptly and issue a full refund.

Combine Orders | 拼单须知

为了方便大家合并包裹，符合条件的订单均可申请拼单：To help streamline your package, orders meeting the specified conditions can be combined:

• 拼单条件： 拼单仅限使用同一个账号 (Account) 与同一个 Email 提交的订单。• Eligibility: Order combining is strictly limited to orders placed under the same account and the same email address.

• 免运费/拼单操作： 西马订单满 RM180 即享免运；若未达门槛或需拼单，结账时请选择 【Combine Order】。系统若显示为 “Pickup” 属于正常现象，无需担心！• How to Select: West Malaysia orders enjoy free shipping over RM180. If you wish to combine orders, please select "Combine Order" at checkout. (It is completely normal if the system shows "Pickup"—no worries!)

• 新加坡顾客专享： 新加坡顾客建议每次下单直接选择 【Combine Order】，直到您在备注栏注明【可以寄了】。我们会等您的商品全部到齐、统一打包称重后，再一次性通知结算最终运费。• Singapore Customers: Singapore customers are recommended to select "Combine Order" for your purchases until you write "Ready to Ship" in the remarks field. We will hold your items, weigh the combined package once everything arrives, and notify you of the final shipping rate.

Self Pickup | 自取说明

非常欢迎大家选择自取服务，请留意以下取货流程：We welcome you to choose self-pickup! Please refer to the following instructions:

• 打包与通知： 包裹打包完成后，系统会先发送 Email 通知。随后客服会通过 IG PM 或 WhatsApp Business 与您联系取货，并附上包裹的照片。• Packing & Notification: You will receive an email once your order is packed. Our support team will then contact you via IG PM or WhatsApp Business with pickup details and a photo of your package.

• 取货标识： 收到包裹照片后，即代表包裹已放置在店外的取货箱内。在未收到照片前，请尽量先不要前往取货哦！• Ready for Pickup: Receiving the package photo means your item has been placed in the pickup box outside our store. Please hold off on visiting until you have received your photo!

• 无时间限制： 包裹放入店外箱子后，取货没有时间限制，您可以配合自己的时间随时前往领取。• Flexible Collection: Once placed in the outside box, there is no time restriction for pickup—you are welcome to collect it whenever it is convenient for you!

包裹签收提醒 | Unboxing Video Recommendation

• 为保障您的权益，强烈建议在拆封包裹时全程录像（需清晰展示面单与包裹未拆封状态）。

• 若遇到商品少发、错发或严重瑕疵，请凭完整开箱视频联系客服，我们将为您优先快速处理。

• To protect your rights, we strongly recommend recording an unboxing video upon receiving your package (showing the intact shipping label and sealed packaging).

• In cases of missing items, wrong items, or severe defects, providing an uninterrupted unboxing video will enable us to process your claim promptly.‘

Return & Exchange | 售后与退换说明

我们深知您收到新衣服的心情，并竭诚为您把关品质。若商品出现严重问题，我们将全力协助：We take quality control seriously and want you to love your purchases. If you receive an item with major issues, here is how we can help:

• 瑕疵换货流程： 若收到影响正常穿着的严重瑕疵（如面料破损、零部件损坏），请在签收起 48 小时内拍摄清晰照片/视频发给客服。经确认后，我们将第一时间为您安排同款更换。• Exchange Process for Defects: Exchanges are strictly reserved for severe defects affecting wearability (e.g., fabric tears or broken hardware). Please send clear photo/video proof to customer service within 48 hours of parcel delivery for review and replacement.

• 不受理退换范围： 签收超过 48 小时后提出的售后；因样式不喜欢、穿搭效果不合预期、屏幕色差、线头或 1–3cm 尺寸误差等原因；内衣裤、胸贴与安全裤等贴身私密商品；以及任何已清洗、穿过、带有香水/体味或有痕迹的商品，均不在退换与退款范围内。• Ineligible for Return or Exchange: Claims made after 48 hours; dissatisfaction with style/fit, screen color variations, loose threads, or normal 1–3cm measurement differences; intimate apparel (bralettes, panties, stick-on bras, safety shorts); and any items that have been washed, worn, scented, or marked are strictly non-returnable and non-refundable.

• 手工测量因拉伸度及测量点不同，存在 1–3cm 的合理尺寸误差。

• 受到拍摄光线、环境光以及不同手机/电脑显示屏色彩偏好的影响，可能存在微小色差。

• Manual measurement variances of 1–3cm are normal due to fabric elasticity and techniques.

• Subtle color shifts may occur under different lighting conditions or screen display calibration.

• 牛仔水洗与面料批次 | Denim Washes & Fabric Batches

• 牛仔水洗工艺： 牛仔类商品因水洗做旧工序的不同，不同批次间可能产生微小色差或洗水纹理差异。

• 批次差异： 不同批次的面料在纹理、厚薄、柔软度及弹性上可能存在自然微调。

• 面料特性： 深色/牛仔面料首两次洗涤时有轻微浮色属正常现象（建议单独洗涤）；新衣布料气味在通风或清洗后即可消散；穿着摩擦后的轻微起毛球属于面料正常物理现象。

• Denim Washing: Variations in denim wash treatments may cause slight tone or pattern differences across batches.

• Fabric Batches: Subtle variances in texture, weight, softness, or elasticity may exist between restock batches.

• Material Traits: Excess surface dye on dark/denim fabrics during initial washes is normal (please wash separately); new garment odors fade after airing/washing; natural fabric pilling from friction is expected.

• 车工细节与做工痕迹 | Sewing Details & Workmanship

• 未修剪干净的线头、轻微脱线、可洗涤的小标记/污渍、打包运输产生的压痕折痕。

• 印花、刺绣、蕾丝、纽扣、口袋等位置与官图可能存在数毫米的轻微偏移。

• Untrimmed thread ends, loose threads, washable marks, and shipping creases.

• Minor position variations (a few millimeters) for prints, embroidery, lace, buttons, or pockets compared to photos.

• 主观偏好与穿搭预期 | Personal Preferences & Expectations

• 因个人喜好改变、穿搭效果与想象不符、尺寸不合身或版型不符合个人习惯等主观因素。

• Changes of mind, style expectations differing from reality, or individual sizing preferences.

买家温馨提示 | Friendly Reminder:下单前请务必认真核对尺寸表、颜色与商品描述。如您对缝线工艺、完美对称度或专柜级制作标准有极高的要求，建议前往品牌实体门市选购哦！Please carefully verify the size chart, color, and description before ordering. If you have stringent standards for crafting precision, perfect symmetry, or luxury retail finishings, we kindly recommend purchasing at branded brick-and-mortar stores.

洗涤与保养须知 | Washing & Garment Care

• 建议所有衣物（特别是深色、拼接色、羊毛、针织及印花类）首次清洗时单独手洗或使用洗衣袋，请勿长时间浸泡或使用强力漂白洗涤剂。

• 因洗涤方式不当（如高温烘干导致缩水、深浅色混洗导致染色、强力甩干导致变形等）造成的商品损坏，恕不属于售后与退换范围。

• We recommend hand washing or using a laundry bag for initial washes (especially for dark, contrast-panel, knitwear, or printed items). Do not soak for long periods or use harsh bleaching agents.

• Damages caused by improper washing or drying practices (e.g., shrinkage from heat drying, color bleeding from mixing dark/light clothes, or warping from heavy spinning) are strictly non-eligible for after-sales claims.

Customer Support | 客服服务时间

• 在线客服时间： 周一至周五 10:30 AM – 7:00 PM（周末及公共假期休息）。Service Hours: Monday to Friday: 10:30 AM – 7:00 PM (Closed on Weekends & Public Holidays).

• 咨询通道与回复次序： 请通过 Instagram DM / WhatsApp 联系我们。我们按照时间顺序依次回复，请避免在 3 天内重复发送新信息（重复发讯会重新刷新排序）；若超过 3 天未获回复可再发送信息跟进。Inquiries & Priority: Please reach out via Instagram DM or WhatsApp. Messages are answered in chronological order. Please avoid sending repeated messages within 3 days (as new messages bump your chat to the bottom); feel free to follow up if you haven't received a response after 3 days.

• 紧急情况说明： 如有极为紧急的事宜，可以通过 WhatsApp 发送文字信息给我们，但请勿直接拨打电话（电话一律恕不接听）。Urgent Matters: For extremely urgent issues, please text us via WhatsApp. Kindly note that phone calls will not be answered.

• 首访顾客请注意（IG Request）： 首次发讯的新朋友，由于系统会自动将您的信息归类至 “Message Requests（信息请求）” 列表中，我们的客服会优先处理“Primary（主要）” inbox 内的对话，因此 Requests 列表的回复时间可能会稍长一些，请大家多一份理解与耐心等候哦！

• First-Time Inquiries (IG Requests): For first-time visitors, your message will automatically be placed in "Message Requests". As customer support prioritizes the "Primary" inbox first, requests may take slightly longer to reach and respond to—thank you so much for your understanding and patience!