Frequently asked questions about returns, refunds, and exchanges.

How do I return an item(s)?

• Visit our returns center 

• Click the profile icon in the store's navigation, or go to the refund policy or a returns page, and then request a return.
  
  1. Log in to your account:
      1. In the Email field, enter your email address, and then click Continue.
      2. In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
      3. Go back to the online store, and then enter a six-digit verification code.
  2. Click the order that you want to submit the return for.
  3. If your order has more than one item, then select the items that you want to return.
  4. Select a return reason and add a note for the store.
  5. Click Request return.
  
  If your return request is approved and requires shipping, then you receive an email with shipping instructions and a return shipping label. After the product is returned, you receive a refund.

What items are returnable? 

• Within 14 days from the date of purchase
• In unused and resellable condition
• In the original packaging with all the tags intact
• Only items purchased from Ourkids when matching the above conditions, Only and only if the buyer present the payment receipt or receiving receipt that proves the item was bought from Ourkids and the item shall have Ourkids barcode sticker on the package.

What items are non-refundable? 

 The following items cannot be returned:

• Gift cards
• Discounted items (if applicable)
• Underwear, Costumes, Perfumes, Pools, Inflatables, Hair Brushes, Puzzles, Bottles, Pumps, Accessories And Any Other Hygienic Products Cannot Be Exchanged Or Refunded After Opening The Box.
• No refund for delivery service.

The item I received is damaged!

If the purchased product is faulty, reach out to us within 7 days of the delivered date.

Can the items be exchanged?

We allow the exchange of purchased items for selectable variants. Once the exchange request is approved, the replaced item will be shipped to you.

What are the refund options?

The following refund options are supported:

• Refund to the original payment method
• Refund to store credit (if applicable)

How do I ship back the items?

For instructions on how to ship the returned products, refer to the email received after placing the return request.

How soon will I get my refund?

Once your returned item is received and inspected, you will be notified via an email. You will also be informed about the approval or rejection of your refund request. If approved, the refund request will be processed within 7 - 14 working days after approval.

How to cancel an order?