Refund policy
Returns are accepted within 14 days of delivery, subject to the conditions below.
To be eligible for a return, the item must be in the same condition in which it was received, unworn, unused, with all original tags attached, in its original packaging, and accompanied by proof of purchase.
To request a return, please contact us at identitystorecy@gmail.com.
Returns are accepted only after prior approval by email. Once your return request has been approved, we will provide you with the return instructions and return address.
Items returned without prior authorization will not be accepted.
Unless the item is defective, damaged, or we sent the wrong item, customers are responsible for all return shipping costs.
If you have any questions regarding your return, please contact us at identitystorecy@gmail.com.
Damages and Issues
Please inspect your order upon delivery and contact us immediately if you receive a defective, damaged, or incorrect item. We will evaluate the issue and resolve it as quickly as possible.
If the return is due to our mistake or a defective product, we will cover the applicable return and replacement shipping costs.
Exceptions / Non-returnable Items
We do not accept returns for:
- Items that have been worn, used, washed, or damaged after delivery.
- Items returned without their original packaging or original tags.
- Face masks that have been opened or used, unless they are defective.
If you are unsure whether your item is eligible for return, please contact us before sending it back.
Exchanges
We do not offer direct exchanges.
If you ordered the wrong size or wish to receive a different item, you must first request a return within 14 days of receiving your order.
Once your returned item has been received and approved, you may place a new order for the desired size or product.
Customers are responsible for both the return shipping costs and the shipping costs of the replacement order, unless the exchange is required because of our mistake or because the product is defective.
European Union 14-Day Right of Withdrawal
If your order is delivered within the European Union, you have the legal right to withdraw from your purchase within 14 days of receiving your order, without providing a reason.
To exercise this right, you must notify us within the 14-day period by emailing identitystorecy@gmail.com.
Returned items must be unworn, unused, in their original condition, with all original tags attached, in their original packaging, and accompanied by proof of purchase.
Unless the return is due to our mistake or a defective product, customers are responsible for the cost of returning the goods.
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 10 business days. Please note that your bank or card provider may require additional time to process the refund.
Original shipping charges are non-refundable, except where the return is the result of our error or a defective product.
If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at identitystorecy@gmail.com.