Refund policy

Return & Refund Policy

We want you to love your IWLI piece. If something isn’t right, we’ll do our best to make the process clear and fair.

Return Window

You may request a return or exchange within 30 days of delivery.

How to Start a Return or Exchange

Please contact us at hello@iwli.shop before sending anything back. All returns and exchanges must be approved by us in advance so we can provide the correct return instructions.

Return Eligibility

To be eligible for a return, items must be:

• unused
• in original, undamaged packaging
• in resellable condition with no signs of wear or damage

Items Not Eligible for Return

The following items are not eligible for return or refund:

• personalized or custom-made products
• items returned without prior approval
• items not in original condition or missing packaging

Return Shipping

If you changed your mind or the item wasn’t quite what you expected:

• return shipping is the customer’s responsibility
• if we provide a return label for convenience, its cost will be deducted from your refund
• original shipping charges paid by the customer are non-refundable

Damaged or Incorrect Items

If your order arrived damaged, defective, incorrect, or incomplete, please contact us within 7 days of delivery at hello@iwli.shop and include your order number and clear photos of the issue.

If the issue was caused by our error or a confirmed defect, we will offer a replacement or a full refund and cover any necessary shipping costs related to the issue, including return shipping and reshipment where applicable.

Refunds

Approved refunds are issued to the original payment method only.

Please allow 5–10 business days for the refund to appear on your statement, depending on your bank or card provider.

Original shipping charges paid by the customer are non-refundable unless the item was defective or the issue was caused by our error.

Order Cancellations

We begin processing orders quickly, so cancellation requests are time-sensitive and cannot be guaranteed.

If you would like to cancel your order, please email us at hello@iwli.shop as soon as possible.

We will do our best to accommodate your request if the order has not yet been prepared for shipment or handed over to the carrier.

Once the order has shipped, it can no longer be cancelled. Eligible items may still be returned after delivery according to our Return Policy.

Returned Packages

If a package is returned to us due to an incomplete or incorrect address, or is marked as Return to Sender:

• reshipping fees will be the customer’s responsibility
• if the order is cancelled instead of reshipped, any original shipping charges paid by the customer will not be refunded