Thank you for shopping with Sois La Luz, where we take pride in providing high-quality children's clothing. Your satisfaction is important to us, and we strive to ensure that our products meet your expectations. If you find it necessary to return or exchange an item, please review our return and refund policy below.
Eligibility for Returns
- Time Frame: You may return items within 30 days of the purchase date.
- Condition: Items must be in their original condition, unwashed, unworn, and with all original tags attached.
- Receipt Requirement: A valid proof of purchase or receipt is required for all returns and exchanges.
Non-Returnable Items
Certain items cannot be returned. These include:
- Final Sale Items: Any item marked as "final sale" at the time of purchase.
- Personalized Products: Custom or personalized orders are not eligible for return unless defective or damaged upon arrival.
- Gift Cards: Gift cards are non-refundable.
Return Process
- Initiate a Return: Contact our customer service team through email or phone to initiate a return. Provide your order number and the reason for the return.
- Prepare Your Package: Place the items you wish to return in a secure package, and include the original receipt.
- Shipping: You are responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
- Return Address: We will provide you with the return address once your return request is approved.
Refunds
- Processing: Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.
- Method: Approved refunds will be processed to your original method of payment.
- Time Frame: Please allow up to 10 business days for the refund to reflect in your account.
Exchanges
- Item Availability: Exchanges are subject to the availability of stock. If the desired item is not available, a refund will be processed instead.
- Even Exchange: If exchanging for a different size or color of the same item, please contact customer service to ensure the exchange is processed efficiently.
Damaged or Defective Items
If you receive a damaged or defective item, please contact us immediately. We will arrange for a replacement or refund, including covering any shipping costs.
We appreciate your understanding and cooperation with our return and refund policy. If you have any questions or require further assistance, please do not hesitate to contact our friendly customer service team. Thank you for choosing Sois La Luz!