Returns & Refunds
We get it, not everything works out perfectly. If it did, we would all be backup dancers for Beyoncé! But we get it, you want your money back and we want you to be happy with your experience.
Returns can be made within 14 days from the date you've received all your items.
How to return an item?
- Contact us at hello@oneturtle.shop
- Put in “return and refund” in the subject line
- Tell us your order number and email/phone.
- Specify the reason why you want to get a return and refund.
- A picture is needed when it’s a quality issue.
- We'll be in touch within 24hrs.
- Return shipping cost is on customers if it's not a quality problem.
- Return address：Laarderweg 134, 3755 AT Eemnes, Netherlands
- Phone：+31 0619485858
Conditions
- All item(s) must be unworn and in the original condition with the original packaging and all tags attached. Any garments that appear to have been worn, washed, or altered will not qualify for a refund. In most cases, the original shipping cost (if any) is non-refundable.
- Return instructions will be provided when you request a return by email. Orders from the USA can be returned to our US warehouse. For the rest countries, customers can only return the products to China. The potential return shipping fee should be under your consideration.
- Note that magcomsen.com is not responsible for any failed delivery attempt caused by negligent behaviors of customers. Negligence includes, but is not limited to, refusal of shipment confirmation and incorrect consignee's information (such as order address, contact number, or consignee's name). In this case, we are unable to file a refund for you. If you find that your order information is wrong, please contact us at service@magcomsen.com with your order number and correct information as soon as possible.
Where is my refund?
- In most cases, your refunds will be processed to the original payment method.
- Refund/return options are offered based on your payment method. These can vary depending on whether you paid fully or partially with a gift card and store credit.
- The refund summary is calculated based on both your payment method and return option.
- After your refund/return request has been processed and returned to our warehouse, please expect up to 7 days for the refund to hit your bank account. Like always, we stand on the side of over-communicating when it comes to important things so we will send you an email once your return package has been received and your refund is on the way to your bank account. If you haven't received an email from us within 28 days please contact us.
Exchanges
Unfortunately, we don’t offer exchanges at the moment, but you can place a new order and initiate a return. Your refund will be processed as soon as we receive the returned package.
Still Need Help?
Please feel free to reach us directly at support@oneturtle.shop
RETURN & REFUND:
Thank you for shopping at oneturtle.shop! We want you to be completely satisfied with your purchase. If for any reason you are not, we offer a comprehensive return policy to ensure a hassle-free experience. Please read the following guidelines carefully to understand the process.
1. ACCEPTANCE OF RETURNS:
We accept returns on most items within 14 days of the delivery date.
2. EXCLUSIONS:
The following items are not eligible for return:
- Personalized or customized products
- Intimate or sanitary goods
- Downloadable software or digital products
3. CONDITION OF ITEMS:
Returned items must meet the following requirements:
- The item must be in its original condition with all tags attached.
- The item must not have been worn, washed, or altered in any way.
4. REIMBURSEMENT PROCESS:
Once we receive and inspect the returned item, we will process the refund or exchange as per your request. Refunds will be issued to the original payment method used during the purchase.
5. PROCESSING FEES:
We do not charge any fees for processing returns. The return shipping costs will be covered by us.
6. STARTING THE RETURN PROCESS:
To initiate a return, please follow these steps:
- Send an email to support@oneturtle.shop.
- Include your order ID and email address used for the purchase.
- Select the item(s) you would like to return and indicate whether you prefer an exchange or refund.
- Provide a reason for the return.
7. LOST OR DAMAGED ITEMS:
If your returned item is lost or damaged during transit, please contact us immediately. We will assist you in resolving the issue and ensure you receive the appropriate refund or replacement.
8. TIMELINE FOR RECEIVING A REFUND:
Once we receive your returned item, it may take up to 10 business days for our team to process the return and initiate the refund. The exact timeline for receiving the refund will depend on your original payment method and the processing times of financial institutions.
9. THIRD-PARTY WARRANTIES:
Please note that some items may come with third-party warranties. In such cases, the warranty terms and conditions provided by the manufacturer or the third party will apply. Please refer to the warranty information provided with your product for more details.
10. LINKS TO OTHER POLICIES:
For additional information, please refer to our Shipping Policy, Privacy Policy, and Terms and Conditions. These policies can be found on our website.
11. CONTACT INFORMATION:
If you have any questions or need further assistance, please feel free to contact our customer support team via: support@oneturtle.shop
HOW TO RETURN YOUR ORDER:
You can return your order free of charge within 14 days.
Please note that the tag must be attached, and the item cannot be worn or washed.
To return your order, please follow these steps:
- Send an email to support@oneturtle.shop.
- Provide your order ID and email address.
- Select the item(s) you would like to return and choose between an exchange or refund.
- Explain the reason for the return (For us, it is an everlasting learning process).
Upon receiving your email, we will send you a return label via email.
If you encounter any problems during the return process or have any questions, please do not hesitate to contact us. We are here to help!
Last updated: June 2023