Refund policy

We want every ritual you bring into your home to feel right. If something arrives and it isn’t as it should be, we’ll work with you to make it right in a way that’s fair, sustainable, and rooted in mutual respect.

Timeframe

You have 30 days from receiving your order to let us know if you’d like to return or exchange an item.

Eligibility

To be eligible, items must be:

In their original condition, unused, and with any tags or packaging intact
Returned with proof of purchase

We cannot accept returns on:

Custom or personalised items
Sale items
Gift cards

If you’re unsure whether your item qualifies, please email us before sending it back.

How to Start a Return

Once approved, we’ll provide instructions and, if applicable, a return shipping label.

Please do not send items back without confirmation — we cannot process unapproved returns.

Damages & Issues

If your order is damaged, defective, or incorrect, contact us immediately. We’ll review the issue and agree the next steps together. This may include a repair, replacement, or refund at our discretion.

Exchanges

If you’d like a different item, the quickest way is to return your original purchase (once approved) and place a new order.

EU Customers

If your order ships to the European Union, you have a 14-day cooling-off period from the date of delivery, during which you can return your order for any reason. Items must be in original condition, unused, and with proof of purchase.

Refunds

We’ll notify you once we’ve received and inspected your return. If approved, your refund will be processed to your original payment method within 10 business days.

Please note: it can take additional time for your bank or card provider to process and post the refund. If 15 business days pass without your refund appearing, contact us at hello@itselewa.com.

Country/region