At Owl Glade , we prioritize customer satisfaction above all else. You can trust that we take extra measures to ensure the timely delivery of all orders, going the extra mile to ensure your items reach your doorstep promptly. It’s important to acknowledge that despite our relentless efforts to minimize any potential delays, external variables such as peak seasons or delivery disruptions might occasionally impact the delivery schedule.

Your confidence in purchasing from us is of utmost importance. That’s why we extend our buyer protection and refund policy to all our customers. In the event that your order doesn’t reach you within the specified timeframe detailed in our Refund Policy, we are more than happy to provide a complete refund for your purchase.

ORDER EXCHANGE

Exchanging Ordered Items!

  • Unfortunately, our system does not support post-order modifications through exchanges.
  • Customers are accountable for carefully verifying all details, including item dimensions, design, and quantity.
  • We are unable to process requests for exchanges or returns related to errors in selection, size, or design.
  • Orders can be canceled and replaced with a new order within 24 hours from the original placement. Feel free to contact us if you have any questions or concerns.

ORDER CANCELLATION

Order Cancellation Time Frame: 24 hours

  • Requests for cancellations can only be considered within a 24-hour period starting from the moment the order is placed.
  • Once this timeframe has passed, the order may have already entered the processing stage.
  • A cancellation fee, amounting to 10% of the total order value, will be applicable.
  • To initiate the cancellation of your order, please contact us via email at [email protected].

RETURN & REFUND POLICY

Return and Refund Time Frame: 30 days after delivery

Refunds cannot be facilitated beyond a 30-day timeframe.

Returns and refunds are eligible under the following conditions:

  • Receiving an item in a damaged or broken condition.
  • Receiving a product that differs in design, size, or material, or is the wrong item altogether.
  • Noticing inconsistencies compared to the original product description.

We cannot accept items that have been worn, laundered, altered, show defects (unless originating from us), are missing original tags, or have minor thread imperfections.

Refund Claim Requirements

  • Please include the shipping label or receipt, proof of purchase, documentation of any defective items, and screenshots of previous email correspondence.

Return and Refund Process

  1. To initiate your refund request, please reach out to us at [email protected] and attach the necessary documents.
  2. Expect our response within 2 to 3 business days. Following that, please follow additional instructions based on the specific situation.
  3. Once you receive our confirmation email, you can proceed to send the package back to the provided address.
  4. Don’t forget to share the tracking number from the carrier with us by sending it to [email protected].
  5. Please be aware that customers are responsible for the cost of return shipping.

Refund Processing Time

  • The processing time for the refund can extend up to 2 business days from the moment we receive the returned item.
  • The refund will encompass the full amount, including the original shipping fee.
  • Please consult your bank and credit card company regarding any potential delays.
  • If your refund is not received within 10 to 15 days, please get in touch with us at [email protected].

IMPORTANT NOTES:

  • Our policy remains effective for a duration of 30 days starting from the date of delivery.
  • Within this 30-day period, items can be returned or exchanged without incurring additional fees, except for the cost of return shipping.
  • Please note that we cannot assume responsibility for packages that are damaged or lost during the return shipping process.
  • Any refund or return requests that do not meet the qualifying criteria or result in lost items during the procedure are not within our responsibility.
  • Prior to taking any action, kindly ensure to always reach out to our Support Team for guidance.