RETURN POLICY
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at customerservice@itotravel.com. Please note that returns will need to be sent to the following address: Unit 08, 15/F, Weida Commercial Building, 1A-1L Tung Choi Street, Mong Kok, Kowloon, Hong Kong
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at customerservice@itotravel.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain items are not eligible for return, including:
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Personalized items (such as custom-engraved luggage)
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Accessories (including covers, tags, and other small goods)
If you have questions about your specific item, please contact us—we're happy to help.
Please note that sale items and gift cards are also final sale and cannot be returned.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at customerservice@itotravel.com.
REFUND POLICY
1. CAN I RETURN MY PRODUCT?
We’re bummed if you’re not 100% satisfied with the items you received, and we gladly accept returns within360 days of receipt for most items in new condition. Should there be any dispute on the refund amount for any Returns, your refund will be based on the merchandise value on the original purchase invoice. Generally, customers should be responsible for the cost of any returning items.
2. HOW DO I RETURN?
- Get in touch with our customer service representative by sending us a ticket in your account. Indicate which item(s) you would like to return and the reason for your return.
- Place the item(s) in the original packing and seal the parcel securely.
- Drop off your package at the local post office and provide a valid tracking number or tracking link within 48 hours after you send your parcel.
- Once we receive your package, we will promptly process an exchange or issue a refund to your account in accordance with our return conditions.
3. RETURN CONDITIONS
- Time - We gladly accept returns within 360 days of receipt for items in new condition.
- Method of Refund - We would return the refund to your original payment method. That's to say, if you used a credit card to pay, we would return the refund to your credit card.
- Product Condition - Returned items must be in new condition and with their original package.
- Refund Contact Info - Email: customerservice@itotravel.com
- Shipping Address: If you wish to return the items to the nearest return address, please submit a ticket in your account, our customer service representative will get back to you within 24 hours.
- Charges - As a small business, we do require the customer to cover the returning postage.
- ATTN: For any return, please contact our customer service before you send the package back. We do not accept returned items that were sent back by you directly without checking with us first.
- We will process refunds within 14 days after you register a return or cancel an order.