According to legal provisions you are entitled to return your item and get a refund if you request it within 14 calendar days after you or a third person named by you (e.g. your flatmate, your post office) have received your order according to the shipping information. Our return/exchange and refund policy lasts for calendar 14 days. After that timeframe unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused, unworn and in the same condition that you received it.
If you want to have a refund or exchange, please note that you will have to return the item and cover the shipping costs yourself. These shipping costs including any taxes or fees will not be refunded. However, we will cover the shipping costs for sending an exchanged item back to you.
If you want to return/exchange an item, we recommend you to first contact our customer service and adhere to the following instructions:
1. Please send your request for refund or exchange within 14 calendar days of goods receipt by e-mail to firstname.lastname@example.org. In this e-mail please specify your name, order number and if you wish to have an exchange for a different size or a refund.3. In case of a refund because the product is damaged/defective/misprinted please add a photo to your e-mail that proves that the item has arrived damaged due to our fault.4. We will reply by e-mail with the instructions for return/exchange which will include the address to which the package should be returned. Any return that has not been accepted by e-mail will not be processed.5. Please note that you will have to cover the shipping costs. Before you ship the package back, please make sure to send us a proof of your shipment e.g. picture of receipt including tracking number. In this way we can prepare the refund or exchange item in advance and prevent any delay in the processing of returns.6. You will have to send the item back within 14 calendar days after you have sent your request for refund or exchange.7. Once the item has been received at our facility, we will proceed with the shipment of the exchanged item.
Please contact us if you observe a defect on your item when you receive the item.
There are certain situations where no returns (exchanges or refunds) are granted:
- Any item not in its original condition is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 14 calendar days after goods receipt
For packages lost in transit first please make sure that you have got in touch with your local post office to try locating the lost order. If the order cannot be located, please send us an e-mail to customercare@infinitydanceclothing. We will evaluate your request and check whether there was an error on our side (e.g. wrong mailing address). Claims deemed an error on our part are covered at our expense and we will send you a new item.
Keep in mind that if tracking information states the order was delivered but you think you haven't received it, we won't take responsibility and reship or refund that order.
- If the item is broken/damaged/misprinted due to our fault, we can offer you a free replacement first.- In some cases, you may be asked to return the damaged item to our facility.- Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.- If the refund is approved, then it will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.- Products showing signs of use will not be refunded.
Late or missing refunds
1. If you haven’t received a refund yet, first check your bank account again.2. Then contact your credit card company, it may take some time before your refund is officially posted.3. Next contact your bank. There is often some processing time before a refund is posted.4. If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com
If you need to exchange an ordered and received item for the same item in a different size, send us an email at firstname.lastname@example.org and follow the instructions as described above in section "Returns".
You will be responsible for covering the shipping costs when returning your item.
Shipping costs are non-refundable.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary. We will arrange for the fulfillment of your exchange request only when we received your original item, except in cases where we told you it was not necessary to send it back.
We generally recommend you to use a trackable shipping service or purchasing shipping insurance. You must be able to prove that you sent the item to the right facility. We can not guarantee receipt of returned items.
Please always make sure that you specify the exact address at checkout. In case there is any shipment issue due to an error in the address we will not be responsible for it if the error was made by you.
If you provide an address that is considered insufficient by the carrier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you.
Depending on the tax and customs policies of your local government, there may be an additional fee at the time of delivery. We are not responsible for paying or reimbursing the customs or taxes.