Cancellations, Returns & Exchanges
A Customer may request to cancel an order only if the item has not been sent for dispatch and the courier has not picked it up for shipping. For a list of valid cancellation requests and our underlying actions, please refer to the table below:
|I need the delivery address changed||Yes||ITOOH checks if the new address will incur changes to the shipping fee. If yes, the customer has to shoulder the increase. No refund or credit will be issued if the delivery fee is less.|
|I ordered the incorrect product, size, color, or material||Yes||ITOOH will process only if the merchant has not sent an order for dispatch and a courier has not picked order up for shipping. If the correct item is available, ITOOH updates the customer's order.|
|I no longer want the item||
Yes and No
Yes, we can cancel the order if the customer has not been charged.
No cancellations if the customer has already been charged. ITOOH will be offering either another item of the same value, store credit, or a gift certificate of the same value instead.
|I found the same product from the same brand at a cheaper price.||No||We have a price match guarantee with our partner merchants. An ITOOH representative will verify the case.|
|Others||Y/N||An ITOOH representative will validate the reason stated & determine the right course of action.|
We do not accept cancellation, refund, alteration or replacement of made to order products at any cost. When allowed, Products that qualify for Returns and Replacements must not have been used, with the boxes, packaging, stickers and other marks still attached and as close to the condition when it was shipped.
Anything bought under a promo, bundle, or giveaway is filed under No Return, No Exchange.
All customers are encouraged to carefully check and inspect any item upon its delivery. Should you or your authorized representative refuse or fail to inspect the concerned item for any prominent, obvious and apparent damage, our delivery personnel shall expressly note in the delivery receipt that you "received without inspection". In this case, you agree that ITOOH and its Merchant will no longer be liable for any claim to replace the damaged item. This provision will not apply if the item delivered was not the correct item ordered and ITOOH shall still honor the claim to exchange the item for the correct one.
Claims for Return or Replacement which are not barred under (c) above must be made within a reasonable time from its delivery but not to exceed seven (7) days from its delivery. Otherwise, it is conclusively established that the service or product is correct and free from defects or damage.
For qualified Returns or Replacements, ITOOH shall get in touch with you on the details.
Allow our team 3-5 business days to investigate your claim.
You may expect an update after 5 business days.