If you believe you have a faulty product, email us at email@example.com (with your order number) to allow us to investigate the issue with you and advise you on your options for replacement, refund, partial refund or return. You can do this any time in the 12 months since you purchased the product from us. We are here to help and want every customer to be safe in the knowledge that you can shop with Itsy with confidence.
To be eligible for a return (for example if you have changed your mind), your item must be unused and in the same condition that you received it. It must also be in the original packaging, including all accessories and instruction manuals.
Additional non-returnable items:
To complete your return, we require a receipt or proof of purchase.
There are certain situations where only partial refunds are granted (if applicable)
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Please note: We are only able to process returns and exchanges for items purchased via our site at itsykids.com. For items purchased through another retailer (including Amazon), please contact the retailer in the first instance.
If you wish to return an item, please email our customer support team on firstname.lastname@example.org.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account.
Then contact your bank or credit card company, it may take some time to ‘clear’ before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, please send us an email at firstname.lastname@example.org with your Order Number and we will send detailed instructions on how to return the item to us.
To return your product, please email us in the first instance at email@example.com. We will send further instructions on how to return an item to us with one of our trusted courier partners.