Refund and return policies
We want to offer all of our customers a first class service. Therefore, we hope that you are satisfied with the purchases you have made. Nevertheless, it can happen that you want to return items. Please read our return policy. We will provide you with the best possible support for returns.
Items that can be returned
Items to be returned, refunded or exchanged under the warranty* must meet the following criteria:
- The claimed items are damaged, defective, or got dirty during shipping.
- The items received are wrong (not as specified in the order).
*Warranty:
14 days for the remaining items.
*7 days return without reason
If you are not satisfied with your purchase and the product is still in brand new condition, we can process a refund for the item price. The costs for the return are to be borne by you. Please submit a "Return or Exchange Ticket" within 7 days of receiving the order.
Note: Items that can be returned/refunded or exchanged within 7 days of receipt must meet the following criteria:
- The items are in the original packaging with tags.
- Items are in brand new condition: unwashed, unworn, unused and unaltered.
- You’ll also need the receipt or proof of purchase.
Conditions for return:
Please understand that we cannot cover the return costs for items without defects. All return requests must be approved by our Customer Service before they can be returned to our returns address.
Items that cannot be returned:
We cannot accept returns in the following cases:
- If items are returned outside of the 14-day
- Washed, worn, used or misused items without tags.
- Perishable goods (such as food, flowers, or plants).
- Custom products (such as special orders or personalized items).
- Personal care goods (such as beauty products).
- Hazardous materials, flammable liquids, or gases.
Before making a return request:
If for any reason you wish to cancel your order while the package is in transit, please ensure you wait for it to arrive before submitting a return request. Because shipping across borders is a major challenge: domestic and international customs regulations as well as domestic and international shipping companies and agencies.
If you refuse to take delivery of your package or do not pick it up at the location you have specified, our customer service will not be able to trace the process. Unfortunately, our customer service cannot process your return request in these cases.
If the package needs to be returned to our warehouse for reasons under the customer's control (check details below), we will contact you for a refund of the return shipping cost and arrange the return. However, please understand that a reimbursement of costs is not possible in such cases. Information on the personal reasons of the customer:
- Wrong address / no recipient
- Invalid contact information/no response to delivery calls and emails
- Customer refuses to accept the package/pay the tax/complete the customs clearance
- Package not picked up on time
We offer a 100% money back guarantee on any products that are defective or damaged during shipping. Just let us know and we will provide you with a return address and a replacement or refund, whichever you prefer.
If you are not satisfied with your order, please contact our support and we will do our best to help you!
We will not issue a refund if:
- Your order does not arrive due to factors within your control (such as providing the wrong shipping address).
Return Address and Refunds
Return address:
Please always submit a "Return or Exchange" ticket to Customer Service to obtain the return address. Please DO NOT return your package to an address listed on the shipping label of the package you received. We cannot accept responsibility if packages are returned to the wrong address.
Refunds:
The refund will be credited to your account. Unfortunately, the original shipping costs and insurance costs are non-refundable.
A notice:
If you wish to return an item, please confirm that you have received your package by clicking on "Order received". Then please send us a "return or exchange" ticket. We do not offer a return label service. Please contact our customer service for advice. After you send us your ticket, our customer service will review your request according to our policy, the warranty, the condition of the product and the supporting documents you have provided.
We are also not liable for subsequent orders that have not been properly handled without prior approval from IDW Base. We also need supporting documents for each complaint, such as photos, videos, etc.
*Notification for EU consumers:
According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for:
- the supply of goods that are made to the consumer's specifications or are clearly personalized;
- sealed goods which were unsealed after delivery and thus aren't suitable for return due to health protection or hygiene reasons.
Therefore, IDW Base reserves rights to refuse returns at its sole discretion.
This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.
Request period for trackable packages
Please note that all shipping companies only accept requests received within the request period. If you wish to check for packages that you have not received, please contact Customer Service within the applicable timeframe. Thank you for your help:
- Express Shipping: 10 days from the date of shipment
- Express delivery/ Priority Line/ Airmail: 5 days from the date of dispatch
- Postal Service - Tracking: 10-12 days from day of dispatch
Receipt of delivery & invitation for an evaluation
After delivery, we will send you an email inviting you to share your shopping experience with us.
*We hope that you were satisfied with our service. You are welcome to confirm delivery and write a review. (Our system will automatically confirm delivery if you don't.)
*If you have not received the package yet, please contact customer service.
If you need help, please contact us.
