IMPORTANT NOTE:
Since all our products are made-to-order, we are not responsible for refunds or exchanges due to general dissatisfaction, incorrect fit issues or misunderstanding. Buyers assume all risks when choosing the product, style and fit of their purchase. To better help you in choosing the right size, we have made available a size guide in each product page. Check on product details to find your best fit. Also the title, description, quality and materials of the product were clearly stated in the product details.
Order Modifications or Cancellation
As every OWL LOVERS item is made to order, after your order has been placed, you have 24 hours to contact our customer support at owlloversstore@gmail.com by including the order number and request order modifications or a cancellation. After 24 hours of purchase, please be informed that your order has already been placed in production and can no longer be canceled or modified.
Damaged or Incorrect Order
At OWL LOVERS, we are doing our best to ensure product quality and order accuracy. However, it may happen that you receive a damaged item, misprinted or incorrect product and we apologize for any inconvenience. Thankfully it is rather unusual but for this case, we guarantee 100% satisfaction to all of our customers by offering a free replacement order or store credit on the affected items.
Please contact our customer support at owlloversstore@gmail.com within 7 days after receiving the package. All we need is your order number and a clear photo showing either the incorrect item, the misprinted or the damaged area of the item including the unique QR code or shipping label of the package.
Please note that the unique QR code or shipping label is very important. DO NOT throw it away after receiving your package.
The replacement or store credit in this case must be claim within 7 days after receiving your order. Please be informed that after this duration, we can NOT guarantee any replacement or store credit. So please contact us as soon as possible within 7 days since your item has been arrived.
*All FREE/SALE item(s) are non-refundable. However, a replacement or store credit is an option if there’s an issue with the product received.
Order not received
If your item has not arrived more than 60 days after placing the order. Please contact our customer support at owlloversstore@gmail.com to check the package status, you may request a free replacement order, store credit or full refund of your purchase after our customer support has been confirmed.
Please note that you have 45 days for claiming a free replacement order, store credit or full refund of your purchase. So you should contact us as soon as possible when your case according to the condition in the first paragraph. After 45 days of our contacting duration, we can NOT guarantee any replacement, store credit or refund. So, please contact us as soon as possible within this duration.
If it has been less than 60 days and tracking data is showing, please patiently wait until the package has a chance to arrive.
If an order is lost in transit, we will replace it. You will be provided a tracking number and this is what we use to determine if an order has been lost in transit or delivered. Please note this policy excludes errors made by customers when providing incorrect shipping details on their order(s) and/or missed parcel deliveries.
Please be informed that we will not issue cash refunds for any orders showing “Delivered” that have become missing/stolen. If your order shows “Delivered” and you did not receive it. Please contact your local courier and file a claim.
The refund policy may be nullified or extended due to random events such as adverse weather conditions, natural disasters, pandemics, political unrest, or postal worker labor disputes that may impact various delivery locations.
Wrong Address
Since your order is made-to-order just for you, we are not responsible for refunds or exchanges due to incorrect address information provided by customers or missed delivery attempts by couriers. We only ship the package to the shipping address that provided by the customer. If the package is returned to sender by the shipping courier, please contact our customer support at owlloversstore@gmail.com and we will reship the package to you. Please be informed that we may charged for a shipping cost after an address verification is complete.
Returns
Since your product is made-to-order just for you, we do not take returns. We will replace defective items or an incorrect order simply by receiving a clear photo showing the specific problem with the product and by including the order number.
Please make sure that:
- The product was received in the last 7 days
- The product is unwashed, unworn and unused
- The product itself or the printing is defective OR the final product is different than the one you ordered
Under any circumstances, please do NOT send your product back to the manufacturer. This will invalidate any guarantee and make getting a refund or replacement unattainable. If you are unhappy with your product, please contact our customer support at owlloversstore@gmail.com and if we have made a mistake, we will make it right through either replacement, refund or store credit, depending on the situation.
Returns Shipping Label
OWL LOVERS does not provide prepaid returns shipping labels.
Refunds
If your refund request is approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.
Late or missing refunds:
- If you haven’t received a refund yet, first check your bank account again.
- Then contact your credit card company, it may take some time 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 our customer support at owlloversstore@gmail.com.