Refund policy
Return & Refund Policy
At iloveyou.toys, we want you to shop with confidence. If something isn’t right, we’ll do our best to make the return or exchange process as simple as possible.
1. Order Changes or Cancellations
After placing an order, you have 24 hours to contact us at hello@iloveyou.toys if you would like to:
- Modify your order
- Change your shipping address
- Cancel your order
After 24 hours, your order may already be in processing and can no longer be changed or canceled.
Once an order has been shipped, we are unable to cancel it or make changes to the items in the package.
2. How to Request a Return
To request a return, please email hello@iloveyou.toys and include your order number.
If your return is approved, we will provide return instructions and the correct return address.
Please note:
- Do not return items to the shipping address shown on the original package.
- Returns sent without prior approval may not be accepted.
- We strongly recommend using a trackable return shipping method.
3. Return Window
We accept return and exchange requests within 30 days of delivery.
4. Return Shipping Costs
A. Return for Personal Reasons
If you would like to return an item because you changed your mind, no longer want it, or ordered the wrong item, you will be responsible for the return shipping cost.
Customers are also responsible for any customs duties, import taxes, VAT, brokerage fees, local handling fees, or other charges that may apply to the return shipment.
We recommend using a tracked shipping method, as we are not responsible for returned packages lost in transit.
B. Return Due to Quality Issues
If the item you received is damaged, defective, or incorrect, please contact us at hello@iloveyou.toys with:
- Your order number
- A description of the issue
- Clear photos of the item and packaging
We will review the issue and provide a fair solution, such as a replacement, refund, partial refund, or return shipping support when a return is required.
5. Exchanges
If you would like to exchange an item, please contact us first at hello@iloveyou.toys and include:
- Your order number
- The reason for the exchange
- The item or variant you would like instead
Our customer service team will review your request and guide you through the next steps.
6. Exchange Shipping Costs
A. Non-Defective Item
If the item is not defective and you would simply like to exchange it, you may be responsible for:
- Return shipping costs
- Any price difference between the original item and the replacement item
- Any customs duties, import taxes, VAT, brokerage fees, local handling fees, or other charges that may apply
B. Defective, Damaged, or Incorrect Item
If the item has a quality issue or you received the wrong item, you will not be charged for exchange shipping when an exchange is approved.
Please contact us at hello@iloveyou.toys with your order number and photos of the issue. Photos of the product and outer packaging are especially helpful.
7. When Will I Receive My Exchange?
Once we receive and inspect the returned item, we will arrange the replacement order if the exchange is approved.
Please make sure to send us your return tracking number after shipping the item back.
Replacement orders are typically processed within 1 business day after the returned item has been received and approved.
Delivery time for the exchanged item will depend on your location and the shipping method available.
8. Non-Returnable Items
We may not accept returns in the following cases:
- Items that are severely damaged due to misuse, mishandling, or external causes not related to us
- Items that have been used, altered, washed, or are not in their original condition, unless the issue was caused by a product defect
- Items with missing parts not caused by our error
- Return requests made more than 30 days after delivery
- Returns sent without first contacting us for approval
9. Refunds
Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
If approved, your refund will be processed to your original payment method.
Please note:
- Returned items must be in acceptable condition.
- Refunds are typically processed within 7 business days after approval.
- Original shipping fees, upgraded shipping fees, or other non-product service fees, if any, are non-refundable unless the return is due to our error or a product quality issue.
- Customs duties, import taxes, VAT, brokerage fees, local handling fees, or other destination charges are not refundable by us unless the issue was caused by our error.
Depending on your payment provider, it may take additional time for the refund to appear in your account.
10. Delayed or Missing Refunds
If you haven’t received your refund yet, please follow these steps:
- Check your bank account again.
- Contact your credit card company or payment provider.
- Contact your bank, as posting times can vary.
If you have completed all of the above and still have not received your refund, please contact us at hello@iloveyou.toys.
11. Contact Us
If you have any questions about returns, refunds, or exchanges, please contact us at:
hello@iloveyou.toys
The iloveyou.toys Team