RETURNS

We are confident that you will be really happy with your order and enjoy your items, but we do understand that you can have a change of mind and would like a refund or exchange.

  • Please contact us within 14 days of receiving your order or unfortunately we can’t offer you a refund or exchange.

  • To be eligible for a return, your item must be unused and in the same condition that you received it, with original packaging.

  • We do not offer free returns so you will have to pay for the return postage. It is your responsibility to ensure that items are returned safely, so please use a registered service and/or keep all posting receipts to allow you to make a postal claim for damage/loss if necessary.

  • For damaged/faulty items, we do ask that you send photos to confirm it was damaged in transit - this helps us when contacting the delivery company. Please send the pictures to returns@imouto.uk.

  • The initial shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund except in cases where the item is damaged/faulty, in which case you will receive a full refund.

  • Sale Items are non-refundable; only regular priced items may be refunded.

Please send returns to:

Imouto Ltd. - Returns
31 Main Street,
Kirby Bellars,
Melton Mowbray,
Leicestershire,
LE142EA

ENGLAND

Please also write your order reference on the back (#00000).

A little extra detail…

  • Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

    • Additional non-returnable and non-refundable items:

      • Some health and personal care items

      • Delivery and any gift wrap costs are non-refundable (except in the rare case of incorrect, faulty or damaged items being received).

Payment Refund

  • Once your return is received and inspected, we will send you an email to notify you that we have received your returned item and whether we accept the condition of the returned item.

  • If accepted, your refund will be processed via your payment method within 48 hours. Please note for card payments, we cannot refund the money to a different card. This is also due to security reasons.

  • For items that are damaged/faulty, we will offer a full refund including shipping charges.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at returns@imouto.uk.

Exchanges

  • We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at returns@imouto.uk.

  • We will make sure to send you the replacement ASAP with no extra delivery charges.

  • If you requested an exchange and the cost of your new item(s) is different from the cost of your original item(s), we’ll refund or charge you the difference appropriately.

Gifts

  • If the item was marked as a gift the returns process will be sorted with the person who bought the goods.

  • They will be notified of the returns process and we will communicate with them for security reasons.

  • If you would like an exchange, we can make sure to send the replacement item to the gift address. Please note the same rules as stated in the ‘Exchanges’ section apply.