Refunds & Returns Policy
Order cancellation
All orders can be canceled until they are shipped. If your order has been paid and you need to cancel it, please contact us within 12 hours of placing your order.
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Refunds
Your satisfaction is our #1 priority. We want you to shop with confidence. That’s why we proudly offer the best customer service. If for any reason you are not satisfied with your purchase, we gladly accept returns within 30 days from the date of item delivery. All merchandise eligible for a return must be in its original packaging condition, unused, and unaltered. In order to process a return, you will need to contact us at contact@downtownkiddies.com to request an authorized return address. After your return request is approved, you must return the item to our warehouse at your own expense. Please do not send to any address without hearing from our customer service team. In the case you receive a damaged or incorrect product, you are required to submit photo evidence at contact@downtownkiddies.com within 14 days of receiving the item. Otherwise, you agree that the product is deemed delivered and satisfactory.
- We do not offer any exchanges at this time but would gladly accept returns and refunds for eligible merchandise.
- Some items purchased through special promotions may be final sale, and therefore not eligible for returns (please refer to promotional disclaimers for the terms of each offer).
- Missing order. In the case that a package is delivered (based on tracking number update) but you did not receive the item, you must submit a claim to the shipping carrier directly
- Customer would be responsible for all return postages.
- Downtown kiddies would not be responsible for missing, damaged, or packages lost in return transit. For all returned merchandise, we suggest sending through a courier that provides delivery confirmation.
Full refunds are not available under the following circumstances:
- your order does not arrive due to factors within your control (e.g. providing the wrong shipping address)
- your order does not arrive due to exceptional circumstances outside our control (e.g. not cleared by customs, delayed by a natural disaster).
How do I request for a return or a refund?
If you want to initiate a request for a return or a refund, please complete the following steps:
- Send an email to contact@downtownkiddies.com and include the evidence if required;
- After we have approved your request, the product must be returned to our warehouse at the address we provide to you. You must return the item to our warehouse at your own expense and the item must be in its original packaging condition, unused, and unaltered.
- Once we received the returned product, a refund will be credited back to the card or original method of payment on file.
Have any other questions? Please feel free to reach out to us at contact@downtownkiddies.com
