Refund policy

We want you to love your Itswinternow order. If something isn't right, you have 30 days from the date you receive your item to request a return, which is more generous than the minimum required by law.

Your statutory rights (UK customers)
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you can cancel most online orders within 14 days of receiving your goods without giving a reason. Under the Consumer Rights Act 2015, if an item is faulty, not as described or not fit for purpose, you're entitled to a repair, replacement or refund. These rights apply in addition to our 30-day policy and are not affected by it.

How to return an item
Email us at support@itswinternow.com with your order number and the item you'd like to return. Once your return is approved, we'll email you the return address and instructions. Please don't send items back without contacting us first, as we may not be able to match them to your order.

To be eligible for a change-of-mind return, items should be unused and in their original condition and packaging, with proof of purchase.

Return postage
For change-of-mind returns, return postage is paid by you. If your item is faulty, damaged, or we sent the wrong item, we'll cover the cost or send a replacement. We recommend using a tracked service for returns.

Damaged, faulty or wrong items
Please check your order when it arrives and contact us as soon as possible with a photo if anything is wrong, so we can put it right quickly.

Non-returnable items
For hygiene reasons, personal care products (such as lip balm and skin creams) can't be returned once the seal has been broken, unless they are faulty.

Refunds
We'll let you know once we've received and inspected your return. Approved refunds are made to your original payment method within 14 days of us receiving the item back (or proof that you've sent it). If you cancel a whole order, the refund includes the standard delivery cost you paid.