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Return Policy
Need to Exchange/Return Something?
We not only search the world for unique and helpful products, but the quality of each item is equally important to us. However, we realize that, upon receiving your order, what you thought you were getting might not have matched up with what you got! Or what you got was in several pieces, when it was supposed to be in just one. Not a problem!
Catherine's personal satisfaction guarantee is on every product we carry.
If it isn't what you expected, doesn't work the way it should, or you just plain hate it - you can send it back to us within 30 days of receipt(in a saleable, unused, unwashed condition) for a full refund. Sorry, all shipping costs are non-refundable.
Please note: There is never a problem about returns (within our policy guide-lines). You might like to take your frustrations out on us, if your order doesn't meet with your satisfaction. However, even if you ask nicely, we will still refund your money promptly. We want you to be happy with your purchase!
Credits to your credit card or PayPal account will be made within two weeks after our receipt of your returned products. Orders paid by cheque or money order will receive a cheque within a month of receipt of the returned products.
NO POSTAGE RETURN METHOD:
If you've kept the original shipping package, you can just slip the unwanted product(s) back inside, cross out your address and mark the parcel "Return to Sender". Then seal it up and drop in your local mail box - you don't even need to add postage. Please remember to include a copy of your invoice and a note telling us if you would prefer an exchange or complete refund, and any other questions or concerns you have about this product.
My Post Office says I cannot do this with parcels that have been opened?
If you are unable to use this method, you will be reponsible for any return shipping costs. We do not reimburse return shipping unless we make a mistake or for a manufacturer's defect. We offer the above method as a suggestion, not as an acceptance of your return costs.
PLEASE NOTE: Do not send by Courier or UPS from the US, or your return will be refused and returned to you.
Will Born to Love refund my shipping costs?
No, sorry, all shipping costs are not refundable.
I didn't save my original shipping package. Can I just pay for the return postage and have you refund it?
No, sorry, we are unable to do so. If you return an order in a new package, it could arrive here with Customs and Taxes due of a minimum of $8 Canadian. Free Trade only works for US residents - Canadians still pay duty and taxes on all new parcels coming in from the US.
We have chosen to absorb this duty and tax expense, and not charge you for it, of course!
Please save your original shipping package next time, and follow our instructions for returning product.
If you are returning a product without the original shipping package, please mark it on the outside as a "Returning Defective Merchandise".
What if my return has been washed or used? Can I still return it for a full refund?
You can still return your washed item - but since we would be unable to sell your washed product as new - we only offer an exchange of 75% of the original value. It can be another of the same product - in a different colour or size - or a totally different product. You can use it as a credit towards a larger order - or we are willing to hold the credit for you, towards a future order.
We DO NOT accept back used items. They will be tossed into the garbage, and there will be no refund or credit offered. You will be better off selling or trading them online. We have no facilities to store or sell used diapers.
Use of CHLORINE BLEACH voids all warranties. Bleach will destroy your diapers quickly, and is not our defect!
What if it has been more than 30 days?
After 30 days, we will only accept returns in a saleable, unused, unwashed condition. Further, we only offer an exchange or credit after 30 days. Items returned after 30 days in a washed condition will only be returned to you at your expense. The maximum time for exchanges or credits is 90 days from shipment of your order. Items returned after 90 days will only be returned to you at your expense.
What if it is manufacturer's defect? Or you made a mistake in my order???
I am so sorry about that! For defects or order errors, please use the return method described above for a postage free return, and include a note describing the problem. We will replace any defective or incorrect product - there will be no charge! Defective items will only be replaced with the same item in the same size.
If you are in a rush for the item, just let us know. We can ship the product out to you immediately, billing your credit card, and then refunding your card when your return arrives. We have tried sending out product without charge, but unfortunately, the returns never seem to arrive. The maximum time for returns for manufacturer defects is 90 days from shipment of your order. Items returned after 90 days will only be returned to you at your expense.
What about exchanges? What if I just bought the wrong size - or want to change the colour?
Use the return method described above, and include a note explaining what you would like in exchange. However, there will be a shipping charge. You can choose Airmail or Surface shipping to save time or costs. If you don't specify a shipping method, we will use the method you requested for your original order. The maximum time for exchanges is 90 days from shipment of your order. Items returned after 90 days will only be returned to you at your expense.
Why was my order delayed?
Shipping times are approximate only - unfortunately there are no guarantees with the Post Office! Most orders are shipped out within 2-7 days from when they are received. However, if we are expecting out-of-stock items on your order to be in within 5-10 days, we may hold your order till those items are in stock. If you need a particular item immediately, you are welcome to let us know when you place your order.
There is an item (or more) missing from my order!
It is possible that your item is on back-order and you will find a green slip attached to your invoice to let you know. Feel free to contact
Catherine to inquire about the status of any truly missing items. If the item was truly left out of your order, we will send out the missing item immediately - there will be no additional shipping charge.
Why didn't you ship my order all together?
While we do our best to keep everything in stock, there can often be a delay in getting more product from a manufacturer or a huge order could have come in just before yours. Most of our customers prefer to receive at least a part of their order, rather than waiting. There is no further charge for shipping out back-orders and, if you have provided us with your email address, you will be notified when your back-order is shipped.
How long will my back-order take?
This will depend on when you placed your order. If the out-of-stock item is already on order - it could just be a matter of days. However, some manufacturers take 6 weeks (or more!) to fill our orders. We try to keep a larger stock of these items, but if an order comes in that clears us out, we cannot anticipate this. If you are unable to wait, just let us know. There is no problem about cancelling a back-order, unless it has already been shipped out to you.
My Decent Exposures bra(s) was not included with my order. When will it arrive?
Decent Exposures starts making your bra(s) when it is ordered. Your bra(s) should arrive in about 2-4 weeks from that time. It will be shipped by First Class Mail from Seattle, WA, USA.
I need to talk to someone about my order!
Our Customer Service can be reached by email:
Catherine is generally online between 10 AM and 5 PM Eastern Standard Time and can be reached at
catherine@borntolove.com.
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