Refund policy

Returns

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. Items bought on sale (at a reduced price) have a 14-day return window instead: you have 14 days after receiving them 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, contact us at customercare@cowalkies.com before you send anything, so we can match it to your order and give you the return address and instructions. The cost of return shipping is paid by the customer. We recommend a tracked service, as you are responsible for the parcel until it reaches us. Please don't send items back without contacting us first, as we may not be able to match them to your order quickly. For orders shipped into the European Union, this doesn't affect your legal right to cancel within 14 days: any clear statement that you want to cancel is enough.

You can always contact us for any return question at customercare@cowalkies.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. If the item is defective, damaged or not what you ordered, we cover the return shipping.

Exceptions / non-returnable items

Unfortunately, we cannot accept returns on gift cards.

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. The cost of returning the goods is paid by the customer. This applies to sale items too.

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 refunded on your original payment method within 10 business days. For orders shipped into the European Union that are cancelled within the 14-day cooling-off period, we refund no later than 14 days after you told us you were cancelling. We may wait until we have received the items back, or until you show proof that you sent them, whichever comes first. 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 customercare@cowalkies.com.