Refund policy

Last Updated: September 26, 2026

At Itsohoo, we want customers to shop with confidence. This Return & Refund Policy explains how returns, refunds, exchanges, damaged items, incorrect items, and order cancellations are handled for purchases made through itsohoo.com.

This policy applies to eligible orders placed through our online store.

1. Return Window

Eligible returns may be requested within 30 days after delivery.

To qualify for a voluntary return, the product must be in substantially the same condition in which it was received.

Returned products should be:

• Unused
• Unworn, where applicable
• Unwashed, where applicable
• Unaltered
• Clean
• Free from damage caused after delivery
• Returned with original tags, accessories, and packaging where applicable

Products showing significant signs of use, wear, damage, alteration, stains, odors, or other conditions caused after delivery may not qualify for a voluntary return.

Returns requested more than 30 days after delivery may not be accepted unless otherwise required by applicable law.

2. Category-Specific Return Conditions

In addition to the general return requirements above, the following conditions apply depending on the product category.

Footwear

This section applies to products including:

• Women’s shoes
• Men’s shoes
• Kids’ shoes
• Bridal shoes
• Bridesmaids shoes
• Wedding guest shoes
• Men’s wedding shoes
• Mother of the bride shoes
• Other footwear

Footwear must be returned in unworn condition with the original shoe box, packaging, tags, and accessories where applicable.

Shoes should be tried on only on a clean indoor surface.

Footwear showing signs of outdoor wear, dirt, scuffing, sole wear, stains, odors, damage, alteration, or other significant signs of use may not qualify for a voluntary return.

Where applicable, the original shoe box should be placed inside protective outer packaging and should not be used as the sole shipping container.

Clothing and Women’s Apparel

Clothing must be:

• Unworn
• Unwashed
• Unaltered
• Clean
• Returned with original tags where applicable

Clothing showing stains, odors, makeup marks, deodorant marks, damage, alterations, or other significant signs of wear may not qualify for a voluntary return.

Handbags and Accessories

Handbags and accessories must be returned unused and in substantially the same condition in which they were received.

Where applicable, returns should include:

• Original tags
• Dust bags
• Protective materials
• Straps
• Hardware
• Accessories
• Original packaging

Items showing significant signs of use, scratches, stains, damage, alteration, or missing essential components may not qualify for a voluntary return.

Wedding and Special Occasion Products

Wedding and special occasion footwear, clothing, and accessories are subject to the same return conditions stated in this policy.

Eligible wedding and special occasion products may be returned within 30 days after delivery, provided they have not been:

• Worn for an event
• Altered
• Washed
• Damaged
• Stained
• Used beyond reasonable indoor try-on

Normal indoor try-on is permitted where appropriate, provided the product remains in returnable condition.

3. How to Start a Return

To request a return, please contact:

support@itsohoo.com

Please include:

• Your order number
• The product you wish to return
• The reason for the return
• Relevant photos if the product is damaged, defective, incorrect, incomplete, or materially different from what was ordered

After receiving your request, we will review the information and provide return instructions and the applicable return address for eligible returns.

Returns must be sent by mail to the return address provided in our return instructions.

Please do not send returns to our business and contact address unless we specifically instruct you to do so. The applicable return address will be provided after your return request is reviewed and confirmed as eligible under this policy.

Returns sent without following the provided instructions may experience delays in processing.

4. Return Shipping Costs

For voluntary returns due to reasons such as:

• Change of mind
• Incorrect size selection
• Fit preference
• Color preference
• Style preference
• Ordering the wrong product
• Other reasons not caused by Itsohoo

the customer is responsible for the actual cost of return shipping.

If you receive an item that is:

• Damaged
• Defective
• Incorrect
• Incomplete
• Materially different from what you ordered

please contact us promptly.

If the issue is confirmed to be our responsibility, Itsohoo will cover reasonable return shipping costs or provide another appropriate solution.

Original shipping charges, if any, are generally non-refundable for voluntary returns unless otherwise required by applicable law.

Itsohoo does not charge a restocking fee for eligible returns.

We recommend using a trackable shipping method when returning a product.

5. Damaged, Defective, Incorrect, or Incomplete Items

Please inspect your order after delivery.

If your order arrives damaged, defective, incorrect, incomplete, or materially different from what you ordered, please contact:

support@itsohoo.com

Please provide:

• Your order number
• A description of the issue
• Clear photos or video where appropriate
• Photos of the product
• Photos of the shipping package or label where relevant

After reviewing the request, we may provide an appropriate solution, including:

• Replacement
• Refund
• Other appropriate remedy

If the issue is confirmed to be our responsibility, you will not be responsible for reasonable return shipping costs.

6. Size, Fit, Color, and Product Preference Returns

If a product does not meet your expectations because of size, fit, color, style, or another personal preference, you may request an eligible return within 30 days after delivery.

For these voluntary returns, the customer is responsible for the actual return shipping cost.

The product must meet the applicable return eligibility requirements stated in this policy.

We recommend reviewing all available:

• Product descriptions
• Size charts
• Measurements
• Fit information
• Materials
• Specifications
• Product images

before placing an order.

7. Non-Returnable Items

The following products are not eligible for voluntary returns unless otherwise required by applicable law:

• Products that have been worn, used, washed, or altered
• Footwear showing outdoor wear or significant sole wear
• Products worn to an event or special occasion
• Products damaged after delivery
• Products showing significant signs of use
• Products with stains, odors, or other signs of wear
• Products missing essential components or accessories
• Personalized or customized products, if offered
• Products clearly marked Final Sale or Non-Returnable before purchase

Any Final Sale or Non-Returnable restriction will be disclosed before purchase where applicable.

These restrictions do not limit any rights you may have regarding defective, damaged, incorrect, unsafe, or misdescribed products under applicable law.

8. Refunds

Once an eligible return reaches our return facility, we aim to inspect the product and notify you of the refund decision within 3 business days.

If approved, the refund will be issued to the original payment method used for the order.

After we process your refund, please allow approximately 5–10 business days for the funds to appear in your account.

The final posting time depends on your bank, card issuer, or payment provider.

Itsohoo does not charge a restocking fee for eligible returns.

We do not control the time required by banks or payment providers to post a completed refund after it has been processed.

9. Exchanges

If you would like a different size, color, style, or product, please contact:

support@itsohoo.com

Depending on product availability, we may:

• Provide exchange instructions, or
• Ask you to return the original product and place a new order

All exchanges are subject to product availability.

Products submitted for exchange must meet the applicable return conditions stated in this policy.

10. Order Changes and Cancellations

If you need to change or cancel an order, please contact us as soon as possible at:

support@itsohoo.com

We process orders promptly and cannot guarantee that an order can be changed or cancelled after processing or fulfillment has started.

Once an order has shipped, it generally cannot be cancelled while in transit.

After delivery, eligible products may be returned according to this Return & Refund Policy.

If an eligible order is cancelled after payment has already been collected, the applicable refund will be issued to the original payment method.

11. Refused or Undeliverable Packages

A package may be returned if:

• The shipping address is incorrect or incomplete
• Delivery is refused
• The package is not collected
• The carrier cannot complete delivery
• The recipient is unavailable after applicable delivery attempts

If a package is returned, we may contact you regarding reshipment, refund, or another appropriate resolution.

Where permitted by applicable law, customers may be responsible for reasonable reshipping costs when delivery fails because of incorrect customer-provided information or refusal to accept delivery.

If the delivery issue was caused by Itsohoo or a carrier acting on our behalf, the customer will not be responsible for additional shipping costs.

12. Return Package Responsibility

Customers are responsible for packaging voluntary returns securely to help prevent damage during return transit.

We recommend:

• Using suitable protective packaging
• Including all applicable accessories and components
• Using a trackable return shipping service
• Keeping the return shipping receipt and tracking information until the return has been completed

Itsohoo is not responsible for loss or damage caused by inadequate packaging or return shipping methods selected by the customer, except where otherwise required by applicable law.

13. Contact Us

If you have questions about returns, refunds, exchanges, cancellations, damaged products, defective products, incorrect orders, or return eligibility, please contact us:

Store Name:
Itsohoo

Website:
itsohoo.com

Email:
support@itsohoo.com

Phone:
+1 217-378-0109

Business & Contact Address:
719 N 6th St Apt 2
Springfield, IL 62702
United States

Customer Support Hours:
Monday – Saturday: 9:00 AM – 5:00 PM CT (Central Time)
Sunday: Closed

We normally respond to customer service inquiries within 1–2 business days.