Returns

RETURNS & REFUND POLICY

If you are not entirely satisfied with your purchase, we are here to help.

RETURNS

We offer a one-time return in the form of store credit or exchange via fast-track for qualified orders. Please read further below regarding the two methods. No refunds.

Depending on the date of delivery, you have a return window of:

• 17 calendar days from the ordering date,

OR

• An extended 10 calendar days from the delivery date to request a return and send back your item(s). This window applies if your order arrived outside of normal processing times due to pre-orders or shipping delays.

If you pick up your order in person, your return window is 10 calendar days from the pickup date.

The return must be postmarked within the return window to be accepted. Please note that the original shipping cost is not refundable.

In-person purchases made in our showroom are final sale.

A one-time return/exchange means your order can only qualify and be returned no more than once. Regardless of the method of return, the subsequent order placed for exchange will be marked final sale. We reserve the right to reject returns that are requested and sent back but do not meet the mentioned criteria.

Keep in mind that we do not hold inventory or guarantee availability. Our return processing time is 5-10 business days after the return is delivered.

We offer two methods of exchange:

1/ Store Credit: Wait until your credit is issued, and then apply the store credit towards a new purchase. Orders paid with store credit will be marked final sale.

2/ Fast-Track Exchange: This method is similar to the first, except you would place a new order before your returns have been processed. With this method, instead of store credit, you will be issued a refund for your return once your return has been processed. Fast-track exchange is recommended if you need your new order faster. Please note that once your order has been deemed as fast track, the new order is a final sale and does not qualify for future returns.

To qualify for the Fast-Track Exchange:

• The new purchase must be of equal or greater value than the cumulative cost of your returned items.
• If the value of your new order (before shipping costs) is less than the value of your return, no refund will be issued; instead, you will receive a full store credit for your return.
• Use the same email address as in your original order.

Please note, regardless of the method chosen, there is still a 5-10 business day period to process returns and issue a credit back.

Items marked as Final Sale are ineligible for return. Please note that our return portal may automatically approve if your order is within the standard return window; however, portal approval does not guarantee processing of returns. The portal does not filter "Fast Track" or Final Sale items. It is the customer's responsibility to verify an item's eligibility before initiating a return.

If a Final Sale item is sent back to us, we reserve the right to reject the return. In such cases, the customer is responsible for the shipping costs to send back to you. Any exceptions made to this policy are at our sole discretion and will be subject to a minimum 25% restocking fee.

To qualify for either method, please ensure all the criteria below are met:

• The item must be in the same condition as when you received it - unworn or unused, with tags, and in its original packaging to be eligible for a return. Items purchased as sets with pants must be returned as sets. Customers are responsible for any loss in value.
• You will need the receipt or proof of purchase/packing slip included in your order.

These items are not eligible for a return unless they arrived defective: accessories, sale items, items purchased in-person, and items marked as "final-sale". In-person sustainable rack items are sold as-is and are final sale.

When requesting your return, you can either use our $8 shipping labels or provide one at your own cost. There is also the option to drop off your items at our showroom during our operating hours. For international orders, you must provide your own return label. 

When you request a return on our portal, please make your selections carefully, as the portal cannot be reopened or changed once your choices have been made. Once your request for return has been approved for review, you will receive return instructions and our PO box information via email. Items sent back without requesting a return via the portal and without valid tracking will not be accepted.

If you opt for your label, please provide a valid tracking number. USPS is the preferred carrier for domestic returns.

To start a return, please visit our return/exchange center to find your order and check if your window is still valid. If you placed a new order for the exchange, please provide the new order ID when requesting the return.

You can always contact us for any return questions via the Chat Box or at info@aodaibycutesass.com.

DAMAGES AND ISSUES

You have a 3-calendar-day window from delivery to report any damage. Please inspect your order 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.

When reaching out, please include a photo of the item, your order number, the packing slip, and the original bag the item came in. This helps us investigate and resolve the issue as quickly as possible.

Please note that we cannot process claims regarding defects after 3 calendar days. After this 3-day window has passed, it is understood that the items were received in satisfactory condition and are free of defects. Any subsequent wear or damage will be considered the result of post-delivery use.

NON-RETURNABLE ITEMS

Certain items cannot be returned, including accessories, sustainable rack items, items purchased on sale or with a gift card, pet items, bundles, Joeydolls dolls, and items that have been worn or altered. We also do not accept returns for items that are damaged or soiled.

Items that are reported to have a color discrepancy from the original listings are not valid for return. We make every effort to display our products as accurately as possible. However, because lighting and screen resolutions vary across devices, we cannot guarantee an exact color match and do not accept returns based on color discrepancies.

If you have any questions or concerns about a specific item, please feel free to reach out to us.

EXCHANGE

The fastest way to exchange is to follow the fast-track exchange method above.

REFUNDS

As mentioned previously, we do not offer refunds to your original payment method.

Once we have received your items, we will notify you of your eligibility for a return. If eligible, you will be automatically issued a refund or a store credit within our return processing time. The store credit for your return does not expire. Store credit gift card is not redeemable for cash.

In the event a package is returned to the sender, a store credit will be issued, and a reshipping cost will apply.

If we issue gift cards in certain extenuating circumstances or as a gesture of goodwill, we reserve the right to discontinue the issued gift card at any time, without prior notice or liability.

If you have any other questions, please contact us via the Chat Box or at info@aodaibycutesass.com.