Refund policy

RETURN POLICY

Return Eligibility 

Your item/s must be unused, unworn and in the same condition as received. The return must be requested within 4 hours of ordering . All original packaging (bags and hangers where they were included free) with all tags and the zip tie tags must be intact and included. We cannot accept returns if any of these have been tampered with.

In the case where it is evident the item has been worn (leaving makeup residue, washing fabric scents, perfume etc.) or damaged, ITS™ reserves the right to deduct the necessary value for cleaning, repair and restock, or not accept the return.

You must ensure to include the original order invoice with the returning items. If this has been lost or damaged, contact info@ITSTHONGSEASON.com with your order number to receive a copy.

We refuse the right to accept any returns that are believed to be made maliciously, fraudulently or to cause loss, damages or copyrights too ITS™. In the event continuous returns are made, refusal of returns will be considered.

Note:  Any intimate or sale items can not be returned.

Sale items are:
- Anything marked down at a discounted price
- Any items where a sale discount code has been applied
- Any items where a holiday sale discount code has been applied; Valentines Day, Easter, Black Friday, Christmas, Winter ect.
- Any items purchased in a deal or package.

Intimate items are:
- Thongs & Pasties

Late Returns
Any return initiated outside of the  window will not be accepted for refund and will be returned back to you. Once your return has been accepted items must be shipped back immediately. Orders that are shipped back after 1 day will not be accepted.

RETURNS INSTRUCTIONS

  1. Email us with the email used to purchase
  2. Subject - your order number
  3. You will get a confirmation email with the shipping address once the return request is approved. (Return shipping costs are the responsibility of the customer).
  4. Once approved, package the item/s you wish to return in suitable protective packaging and include your returns slip.
  5. Items must be returned to us via a tracked and signed for service so that you as the customer and we as the receiver can track parcel progress. While we cover the shipping cost for orders, the return shipping charges remain the responsibility of customer.(we will not be liable for any loss)
  6. Mark your parcel as RETURN to ensure quick and easy customs clearance.

Ensuring your return reaches us will also remain your responsibility, any issues with the chosen courier must be resolved on your behalf.

Please clearly mark the package as a RETURN for customs declaration if you are returning from outside the USA. If items are not marked as a return and as a result, ITS ™ is charged import taxes, this amount will be deducted from your order refund.

We aim to process all refunds and store credits within 5-7 working days of receipt back to our warehouse. This time may vary across seasonal periods which are busier, sale periods or US holidays.

Unpaid Taxes Returns

If an item is sent back to us due to unpaid taxes in the country of delivery, shipping charges and return fees of 20% of the return amount, whichever greater will be deducted from the refund.

In the event a return is made to us, shipping costs will not be refunded to you. 

EXCHANGE POLICY

Exchanges are not currently accepted. If you wish to change the size of an item, a new order must be placed and any previous items returned for refund. This is due to us not being able to hold your requested exchange items.

You should follow the above return policy instructions. You will be responsible for any shipping costs to us. All items must be returned in-line with the policy stated above. Any items received that fail to comply with the above, will not be refunded.


SPECIAL ORDER POLICY

Back Orders + Pre Orders

Special orders are opened for selective popular products only. Once orders are closed, further orders for these items can not be processed.

Items on special order, generally take approx 4-6 weeks to ship. Once orders have been placed, items/sizes can not be amended or cancelled. Items on special order are non refundable as these items have been specifically made to order.



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

Several types of goods are exempt from being returned. 
Non-returnable items:
- Gift cards
- Intimate Items
- Sale Items

To complete your return, we require a receipt or proof of purchase.

There are certain situations where only partial refunds are granted (if applicable)
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 1 day after delivery

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a 10 business days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
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 itsthongseason@gmail.com.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
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 itsthongseason@gmail.com


Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.