RETURNS & EXCHANGES

Sometimes things don't work out and that's okay. 🤎

Whether you need a different size, changed your mind or something isn't quite right, we're here to help.

Here's everything you need to know about returns and exchanges at IT’S OKAY.

 

ORDER CHANGES & CANCELLATIONS

We usually prepare orders within 48 hours, excluding weekends and public holidays.

Need to cancel your order or make a change? Email us at itsokay@itsokaystore.com as soon as possible.

We start preparing orders pretty quickly, so we can't always guarantee changes once an order has been processed or shipped. But we'll always do our best to help.

Your statutory cancellation rights remain unaffected.

RETURNS

Changed your mind? No worries!

We offer a 40-day return window, starting from the day you receive your order.

To request a return, email us at itsokay@itsokaystore.com with your order number. We'll guide you through the next steps and provide the return instructions.

Return conditions:

• Items must be unworn, unwashed and in their original condition, with tags attached and stickers, except where inspection is permitted by law.

• Please include your order number or proof of purchase.

• For voluntary returns requested after the statutory 14-day withdrawal period, items must meet our additional return conditions.

• We recommend using a tracked shipping service and keeping your proof of postage.

Return shipping costs are covered by the customer, unless the item is faulty, incorrect or we are legally required to cover them.

We do not provide free return labels for standard change-of-mind returns.

Your statutory consumer rights, including the right to inspect goods and withdraw from eligible online purchases within 14 days, remain unaffected.

EXCHANGES

Need a different size or colour? We've got you!

We accept exchange requests within 40 days of receiving your order, subject to product availability.

For voluntary exchanges, items must be unworn, unwashed and in their original condition, with tags attached and stickers.

For exchanges requested due to a preference for a different size or colour, shipping costs both ways are covered by the customer:

• Shipping the original item back to us.

• Shipping the replacement item to you.

To request an exchange, email itsokay@itsokaystore.com with your order number and the size or colour you'd like instead.

We'll check availability and help you from there.

If your preferred item is unavailable, you can request a return in accordance with our returns policy.

Exchanges involving faulty or incorrect items are handled separately, in accordance with your statutory rights.

REFUNDS

Once we receive your return, we'll inspect the item and confirm the next steps.

Returns within the statutory 14-day withdrawal period

For eligible returns made under the statutory 14-day right of withdrawal, we'll refund the payments due under applicable law.

For a full-order withdrawal, this includes the original standard delivery cost. Additional delivery costs resulting from a more expensive shipping option chosen by the customer are not refundable where permitted by law.

Refunds will be processed within 14 days of receiving your withdrawal notice. We may withhold the refund until we receive the returned goods or proof that they have been sent back, whichever comes first.

Refunds will be issued to the original payment method, unless you expressly agree otherwise.

After notifying us of your withdrawal, you must send the goods back within 14 days, unless we agree otherwise.

Returns after 14 days, up to 40 days

For voluntary returns requested after the statutory withdrawal period but within our extended 40-day return window, we'll refund the price paid for the eligible returned item.

Original shipping costs are not refunded under this extended return policy.

Return shipping costs are covered by the customer, unless otherwise required by law.

Once your return has been received and approved, we'll process your refund to the original payment method.

Please allow additional time for your bank or payment provider to complete the refund.

SALE ITEMS

Good news! Items purchased on sale can also be returned.

The statutory 14-day right of withdrawal applies to eligible sale purchases in the same way as full-price items.

Our extended 40-day return policy also applies to eligible sale items, subject to the conditions described above.

GIFT CARDS

Gift cards are subject to applicable consumer rights.

Statutory cancellation rights may apply to eligible online gift card purchases, depending on their nature and whether they have been redeemed or used.

If you need assistance with a gift card purchase, please contact us at itsokay@itsokaystore.com.

DAMAGED, FAULTY OR INCORRECT ITEMS

Something not quite right with your order? We're really sorry about that.

If your item arrives damaged, is faulty or you receive the wrong product, please email us at itsokay@itsokaystore.com with your order number and, if possible, photos of the issue.

We'll review everything and help find the right solution.

Where required by law, IT’S OKAY will cover the necessary shipping costs involved in resolving the issue.

Your statutory rights under consumer protection and product guarantee laws remain unaffected.

INTERNATIONAL RETURNS

We accept eligible international returns.

For standard change-of-mind returns, return shipping costs are covered by the customer, unless otherwise required by law.

We strongly recommend using a tracked shipping service and keeping your proof of postage.

For returns from outside the European Union, please clearly identify the shipment as returned goods on the customs documentation, using an accurate description and declared value.

Customs processing may take additional time.

Any refunds of import duties or taxes collected by customs authorities or third parties are subject to the applicable rules and procedures. Please contact the relevant provider or customs authority for more information.

NEED A HAND?

Questions about a return, exchange or order?

We're just an email away: itsokay@itsokaystore.com

We'll be happy to help.

It's okay to change your mind. 🤎