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RETURNS & EXCHANGES

 

• Please allow 48h for your order to be processed and shipped (excluding weekends). 
• We begin processing orders as soon as they are placed, for this reason it may be impossible for us to cancel or make changes to orders.
• Send us an email (itsokay@itsokaystore.com) to see if we can help you in any way.

 We don't offer exchanges but you can always return your item. Unfortunately, we are not able to offer free returns/exchanges. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund. 

What we need you to do: RETURNS 

• You can return items to us for a refund up to 30 days after your goods are purchased. If 30 days have gone by since your purchase, we can't offer you a refund.
• Shipping costs are non-refundable:

•  IT'S OKAY will not refund the shipping costs.

• Unfortunately, we are not able to offer free returns or pre-paid labels.  If you wish to have your item refunded check the next steps:

1. To start a refund, you can contact us at itsokay@itsokaystore.com, stating your order number and reasons for return.

• Returns must be previously authorized by IT'S OKAY, who will provide you with a Return Reference and Form that must be fulfilled and shipped with the item. 

1. The good must be provided in its original packaging, unused, with tags & stickers- otherwise the return may not be accepted. 

2. You will also need the receipt or proof of purchase.
3. IT'S OKAY is not responsible for the return shipping costs.

   • In the event that you have benefited from free shipping costs, these will be deducted from the amount to be returned. 

4. The customer will be responsible for the cost of the courier company with which you make the return. 
   • IT'S OKAY cannot be held responsible for any loss or damage made by the courier chosen by the client.
   • Remember to obtain and keep a certificate of postage from the post office (this will act as your proof of delivery). We always advise the client to choose a courier with tracking services.
5. We will notify you once we've received and inspected your return, and let you know if the return was approved or not. 

• If approved, you'll be automatically refunded on your original payment method, within a certain amount of days. Where this is not possible, we will issue a credit note to use online. 

 

•  Please remember it can take some time for your bank or credit card company to process and post the refund too.
• International Returns: Customs declarations for all Non-EU returns must be marked 'Returned goods. No commercial value'.
• Please be aware that international customs duties and sales taxes are not refunded for shipments outside the E.U. Usually the return of the product takes around 14 weekdays, but sometimes Portuguese customs need more information about the shipment in order to release it. Unfortunately, IT'S OKAY is unable to offer a refund until the items are returned to our office. 

What we need you to do: EXCHANGES 

• We don't accept exchanges but you can return your item and make a new purchase. 
• Shipping costs are non-refundable:

•  IT'S OKAY is not responsible for the return shipping costs of the item and will not refund the shipping costs.

• Unfortunately, we are not able to offer free returns or pre-paid labels.  If you wish to have your item exchanged check the next steps:

SALES ITEMS 

You can't return items in sale. 

GIFT CARDS  

Unfortunately, we cannot refund or accept returns on gift cards.

DAMAGES & ISSUES 

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. 

 

If you have any further questions, please do not hesitate to contact us by email at itsokay@itsokaystore.com