Effective Date: 29/05/2025
At It’s Okay Co., we are committed to ensuring our customers are satisfied with their purchases. Please read the following policy carefully before making a purchase.
Your Right to Cancel
Under the Consumer Contracts Regulations 2013, you have the legal right to cancel your order within 14 days of receiving your items for a full refund. To exercise this right:
- You must notify us within 14 calendar days from the day after you receive your order.
- You then have another 14 days to return the items to us.
We recommend using a tracked service when returning goods to ensure safe delivery.
Items Not Eligible for Return
We do not accept returns or issue refunds for items that have been:
- Opened
- Worn
- Used
- Damaged after delivery due to misuse or improper care
This policy is in place for hygiene and quality control reasons. All returned items must be in their original, unworn condition with all tags attached.
Faulty or Incorrect Items
If your item is faulty, damaged, or incorrect upon arrival, please contact us within 14 days of delivery. We will offer:
- A full refund
- A replacement item
- Or an exchange (subject to availability)
You may be required to provide photos and return the item before a refund or replacement is issued.
Return Shipping Costs
Unless the item is faulty or sent in error:
- You are responsible for the cost of return shipping.
- Original delivery charges are non-refundable unless the entire order is returned.
How to Return an Item
To initiate a return or report an issue, please contact our customer service team at:
📧 support@itsokay.uk
Please include:
- Your order number
- Reason for return
- Any relevant photos (for faulty items)
We will then provide you with return instructions.
Refund Processing
Refunds will be processed within 14 days of receiving the returned goods.
Funds will be returned to the original payment method.