We have a 30-day return policy, which means you have 30 days after receiving your item to request a return or exchange.
For a return due to personal preference, your item must be in the same condition as when you received it: unused, unworn, with its original tags, and in its original product packaging. Please include all accessories and provide a receipt, order confirmation, or other proof of purchase.
If your item is damaged, defective, or incorrect, please contact us even if it does not meet the unused-item or packaging conditions above.
Damaged, Defective, or Incorrect Items
Please inspect your order after delivery and contact us as soon as possible if an item arrives damaged, has a defect, or is different from what you ordered.
Email info@whimola.com with your order number, a description of the issue, and clear photos where available. Photos of the product, packaging, and shipping label can help us investigate.
Once we confirm the issue, we will arrange a suitable replacement, exchange, or refund for the affected item. If a return is necessary because of a confirmed defect, shipping damage, or our mistake, Whimola will cover the necessary return shipping costs.
Please contact us before arranging the return so we can provide instructions and explain how the postage will be covered.
Customer-Initiated Returns
If you wish to return or exchange an item for personal reasons, you are responsible for the return shipping costs. The cost depends on the carrier and service you choose, your location, and the size and weight of the parcel.
Personal reasons may include:
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The product does not suit your expectations or preferences, although it matches its description.
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You feel the size is too small or too large.
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You would prefer a different color or design.
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You changed your mind or no longer need the item.
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You ordered the wrong product or quantity.
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You overlooked a feature or specification that was accurately described before purchase.
These returns must meet the conditions of our 30-day policy. If we sent the wrong item or the product is faulty or significantly different from its description, we will assess it as an order problem rather than a personal-preference return.
Most returns must be sent to our factory in China, even if the original order shipped from our U.S. warehouse. Please check international return postage costs before proceeding. We do not provide prepaid labels for personal-preference returns.
ELIGIBLE FOR RETURNS/EXCHANGES
In addition to eligible personal-preference returns, we provide a refund or free replacement for confirmed problems such as:
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Product defects or damage during transportation.
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An incorrect item supplied by Whimola.
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An item not delivered within 90 calendar days of the order date, except for customer-caused delivery failures described below.
For these confirmed issues, we will cover the necessary costs of the agreed solution and arrange a full refund or free replacement for the affected item.
If a parcel is confirmed lost, please contact us immediately. You do not need to wait 90 days for a confirmed loss to be addressed. Any legal right to an earlier refund or other solution also remains available.
NOT ELIGIBLE FOR RETURN/EXCHANGE
The following are excluded from our standard personal-preference return and exchange policy:
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Requests made more than 30 days after receipt.
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Orders valued at US$1,000 or more.
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Bespoke, personalized, or custom-made products produced to your specifications.
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Products that have been used, washed, altered, or damaged by the customer, or are missing their original tags, product packaging, or accessories.
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Bulk orders of 10 or more units of the same product.
We do not accept standard change-of-mind cancellations, returns, or exchanges for bulk orders unless agreed in writing. If you plan to order a large quantity, we recommend purchasing one item first to confirm that it meets your needs.
A refund or free replacement may also be declined, where the law allows, if delivery fails because:
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The customer provided an incorrect, incomplete, or undeliverable address.
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The customer did not complete customs clearance, pay required duties or taxes, provide necessary import information, or contact the carrier or customs office in time.
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The customer did not collect a held parcel within the carrier’s deadline or refused delivery without arranging a return or cancellation with us.
Such parcels may be returned, held, abandoned, or destroyed under local procedures. We will review the circumstances and carrier information before deciding the outcome.
These exclusions do not remove your rights for faulty or incorrectly supplied goods, or any return or cancellation rights provided by law.
If we accept an otherwise ineligible return as a special exception, a reasonable handling fee of up to 50% of the price paid for the returned item may apply, but only where the law allows. Any original shipping deduction must also be lawful and have been disclosed as deductible before purchase.
We will explain the exact refund amount and all proposed deductions in writing before you agree to the exception. You will also be responsible for return postage. These exception fees do not apply to confirmed defects, our mistakes, or returns covered by a legal cancellation right.
ORDER CANCELLATION
For standard retail orders that have not shipped, you can request cancellation within 24 hours of order confirmation at no charge. Please email info@whimola.com with your order number.
After 24 hours, please contact us as soon as possible. If the order has not shipped, we will check whether it can still be stopped. Cancellation is not guaranteed once preparation or fulfillment is underway.
Our standard cancellation offer does not cover bulk orders of 10 or more units of the same product. For custom orders, contact us immediately so we can check whether production has started.
Once the carrier has collected a parcel, we generally cannot stop or recall it. You may still request an eligible return or use any cancellation right available under the law.
If we cannot ship within the promised timeframe, we will notify you and offer the choice to wait or cancel the unshipped items for a refund.
Please check your items, quantities, and shipping details carefully before placing your order.
RETURN POLICY
Please submit your return or exchange request within 30 days after receiving the item. This is the deadline for contacting us; the return does not need to arrive back at our factory within those 30 days.
Ordinary personal-preference returns must meet the item-condition requirements stated above. Requests made after 30 days are generally outside this policy, but this does not end any longer-lasting rights you may have concerning a faulty or incorrectly supplied item.
OUR RETURNS PROCESS
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Check the policy. Review the conditions above to see whether your return qualifies.
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Contact us. Email info@whimola.com with your order number, the items involved, and the reason for your request where relevant.
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Confirm the arrangements. We will explain the proposed refund or exchange, who pays the return postage, and any agreed deductions.
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Receive the return address. We will provide the correct address and shipping instructions. In most cases, returns must be sent to our factory in China for inspection.
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Follow the instructions. Please do not send items to the address on your original parcel unless we specifically tell you to. An incorrect return address or missing order details may delay processing.
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Pack and send the items. Include your order number or a copy of your order confirmation. For personal-preference returns, you pay the postage and we do not provide prepaid labels. For confirmed defects or our mistakes, we will explain how we will cover the necessary postage.
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Send your shipping details. Email us after posting and provide the tracking number where available. Keep your proof of postage.
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Receive an update. We normally review returned items within 3–5 business days of receipt and notify you of the outcome. Refund timing is explained below.
EXCHANGES
Please contact us to check whether the item you want is available.
For an eligible personal-preference exchange, you pay the postage to return the original item. We will confirm any price difference and the replacement shipping arrangements before you proceed.
You may also return an eligible item for a refund and make a separate purchase for the item you want. Exchanges needed because of a confirmed defect or our mistake are handled at our expense.
EUROPEAN UNION 14-DAY COOLING-OFF PERIOD
Where EU law applies, you may cancel an eligible online purchase within 14 calendar days after delivery, without giving a reason. Notify us at info@whimola.com, then send the goods back within 14 calendar days of your notice. You do not need our approval to give a valid cancellation notice.
You pay return postage unless we agree otherwise or the goods are faulty, damaged, or incorrectly supplied.
You may inspect goods as you would in a shop. Opening packaging for reasonable inspection does not automatically remove this right. A deduction may apply if handling beyond necessary inspection reduces the item’s value.
Refunds include applicable standard delivery charges and follow legal deadlines. We may wait until we receive the goods or proof of return, whichever comes first. No fixed handling fee applies. Custom-made or personalized goods may be exempt where the law allows.
REFUNDS
We will notify you once we have received and reviewed your return, and explain whether the refund is approved. Any proposed deduction or reason for declining the return will be explained.
An approved refund is based on the amount you actually paid for the returned items, after discounts. Refunds are normally submitted to your original payment method within 5–7 business days after approval.
Your bank or payment provider may need additional time to process and display the refund. If more than 15 business days have passed since approval and the refund has not appeared, please contact info@whimola.com.
These processing estimates do not extend any legal refund deadline. This policy does not affect your legal rights.
CONTACT US
Tel: +1 573-451-1962
Email: info@whimola.com
Address: 6336 S Crocker St, Littleton, CO 80120, US
Please contact us for return instructions before sending any items to this address.