Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.
Return Shipping Costs
Unless the item is faulty, damaged, or incorrect, customers are responsible for the cost of returning their item. We recommend using a tracked shipping service, as we cannot be held responsible for items lost during return transit.
To start a return, please contact us at info.timelesstraps@gmail.com. Once your return request has been approved, we will provide you with the appropriate return address. Please note that return addresses may vary, and returns may not always be sent to an address within your country.
Items returned without first requesting a return will not be accepted.
If you have any questions regarding a return, please contact us at info.timelesstraps@gmail.com.
Order Cancellation
If you wish to cancel your order, please contact us at info.timelesstraps@gmail.com as soon as possible.
We can provide a full refund if your cancellation request is received within 12 hours of placing your order. Once an order has entered processing or has been dispatched, it can no longer be cancelled.
Damages and Issues
Please inspect your order upon arrival and contact us immediately if your item is defective, damaged, or if you have received the wrong product. We will assess the issue and work with you to resolve it as quickly as possible.
Exceptions / Non-Returnable Items
Certain items cannot be returned, including:
- Custom or personalised products.
- Gift cards.
- Items purchased at a discounted price.
- Orders placed using promotional offers or special deals.
If you have any questions regarding the eligibility of your item, please contact us before requesting a return.
Exchanges
The quickest way to receive a different item is to return your original item. Once your return has been approved, you can place a new order for your preferred product.
Missing Packages
In the rare event that an order is lost in transit, we will offer either a replacement or a refund 10 business days after the parcel has been marked as delivered or after its expected delivery date, allowing sufficient time for potential shipping delays.
Once a shipment has been marked as delivered by the shipping carrier, responsibility for the package transfers to the customer. We are not responsible for, and cannot offer refunds or replacements for, packages reported as stolen, lost, or missing after confirmed delivery. This includes theft from mailboxes, doorsteps, reception areas, or other designated delivery locations.
Exception — Shipping Theft Protection
If Shipping Theft Protection was purchased at checkout and your package is reported as stolen after confirmed delivery, we will provide either a replacement or a refund for the item value only.
Please note that the original shipping charges are non-refundable, as the shipping service has already been completed.
Refunds
Once we receive and inspect your returned item, we will notify you whether your refund has been approved.
If approved, your refund will be issued to your original payment method within 5 business days. Please note that your bank or credit card provider may require additional time to process and post the refund.
If more than 10 business days have passed since your refund was approved, please contact us at info.timelesstraps@gmail.com.
Please note that original shipping charges are non-refundable, as the shipping service has already been completed. Customers are also responsible for the cost of returning eligible items unless the return is due to a faulty, damaged, or incorrect product. If you selected Express Shipping at checkout, the express shipping surcharge is also non-refundable.