Returns and Exchanges

Itsy Cotton's Product Return, Exchange and Refunds

Our General Product Return Policy, Defective Product Return Policy, Wrong Item sent Return Policy and No Exchange Policy are only for Products sold on our Websites. All permitted returns and exchanges need to be accompanied with proof of purchase from our Websites. For Products purchased from our stockists and wholesalers, please refer to their return and exchange policies.

General Product Return Policy

We want you to be happy with your purchase. In the event you have changed your mind, you may return your purchase. Returns are only accepted within 14 calendar days after you have received your order, after which we are not obliged to accept your returns.  

Before returning any Product of your purchase, you will need to send us an email at returns@itsycotton.com with your order number and the Product(s) you intend to send back to us. We will then provide you with instructions on the return procedures.

All returns shall be inspected and any Products deemed to have been worn or used shall not be accepted. All returns must be new, come with their original tag(s) attached and in their original packaging. All item(s) of the Products have to be returned with their shoeboxes in good condition as well.

Once we have checked that the Product(s) returned to us is in good condition, we will refund the amount paid for the Product via the original payment method used, excluding the original shipping fees paid. We regret to inform all our overseas customers that we will not be able to refund any custom duties/additional import taxes paid to your local customs office by you.

Returning the item of the Product purchased is your responsibility. We advise that all return(s) be by way of registered mail because returns that are lost in the mailing process cannot be processed. All return shipping fees are paid by the Customer.

Notwithstanding the foregoing, all returns will be subjected to our sole discretion and we reserve the right to refuse return of goods that do not meet our return policy requirements. If we reject the Customer’s return, he/she may arrange for the re-collection of the rejected return at his/her own cost. However, we are not obliged to store the rejected return for more than 7 calendar days.

Defective Product Return Policy

We check every single package carefully before dispatch to ensure that the items of the Products returned are in good condition. If you have a problem with your purchase, please let us know immediately upon receipt of your parcel at returns@itsycotton.com and we will do our best to help you. 

We reserve the right (but are not obliged) to arrange for a Carrier to collect the defective Product from you at our cost. All Products returned as defective shall be inspected and any Products deemed to have been worn or used or subject to fair wear and tear shall not be accepted as defective. All returns must be new, come with their original tag(s) attached and in their original packaging. All item(s) of shoes have to be returned with their shoeboxes in good condition as well.

Once we have checked that the Product is indeed defective and if returned, meets the aforementioned conditions, we will replace a defective Product for another item in the exact same model and size, if a replacement is in stock and available. We will be wholly responsible for the shipping fees for the replacement of a defective Product.

In case we cannot offer you a replacement, you will receive a refund via the original payment method used for the order at the time of purchase for your order value of the defective Product including the original shipping fees paid for the defective Product. We reserve the right to estimate and adjust the shipping fees refundable to you if your purchase consisted of other items besides the defective Product. We regret to inform all our overseas customers that we will not be able to refund any custom duties/additional import taxes paid to your local customs office for any defective Products sent.

Notwithstanding the foregoing, all returns and exchanges will be subjected to our sole discretion. We reserve the right to refuse return of goods that do not meet our return policy requirements. If we reject the Customer’s return, he/she may arrange for the re-collection of the rejected return at his/her own cost. However, we are not obliged to store the rejected return for more than 7 calendar days.

Wrong item sent Return Policy

We strive to do our best but sometimes we make errors. If we have incorrectly processed your order and have sent you the wrong item, please let us know immediately upon receipt of your parcel at returns@itsycotton.com and we will do our best to help you. 

We reserve the right (but are not obliged) to arrange for a Carrier to collect the wrong item sent from you at our cost. All returns shall be inspected and any Product deemed to have been worn or used shall not be accepted. All returns must be new, come with their original tag(s) attached and in their original packaging. All item(s) of shoes have to be returned with their shoeboxes in good condition as well.

Once we have checked that the Product is indeed wrongly sent and if returned, meets the aforementioned conditions, we will replace a wrong item of Product sent for the correct item ordered, if a replacement is in stock and available. We will be wholly responsible for shipping fees for the replacement of a wrong item sent.

In case we cannot offer you a replacement, you will receive a refund via the original payment method used for the order at the time of purchase for your order value of the wrong Product sent including the original shipping fees paid for the wrong Product sent. We reserve the right to estimate and adjust the shipping costs refundable to you if your purchase consisted of other items besides the wrong Product. We regret to inform all our overseas customers that we will not be able to refund any custom duties/additional import taxes paid to your local customs office for any wrong Products sent.

Notwithstanding the foregoing, all returns and exchanges will be subjected to our sole discretion. We reserve the right to refuse return of goods that do not meet our return policy requirements. If we reject the Customer’s return, he/she may arrange for the re-collection of the rejected return at his/her own cost. However, we are not obliged to store the rejected return for more than 7 calendar days.

No Exchanges Policy 

We do not process exchanges for correctly processed orders. If you need a different size or have changed your mind about the model or colour, please return the Product(s) purchased and place a new order for the size you need. 

Exchange of Sale/Promotional items of Product

All items that have been bought on sale and/or during any special promotional event are final sales and cannot be exchanged nor returned nor refunded.