Delivery & Returns Policy

To be eligible for a return, please ensure:

• Timeframe: You initiate the request within 30 days of receiving your order.
• Condition: Items must be unused, unwashed, and in their original packaging with tags intact.
• Non-eligible: Products that show signs of wear, alteration, or are not in their original condition (e.g, stains, odors, or pet hair) cannot be accepted for return.

Since our custom items (custom designs or made-to-order pieces) are crafted specifically for you, they are generally non-refundable. However, your satisfaction is guaranteed. We will provide a replacement or full refund if:

• The product is defective or damaged upon arrival.The personalization does not match the information you provided.The item size differs significantly from our published size chart.
• What to do: Simply email us at [email protected] with a clear photo of the issue and your order number. We will resolve it within 24 hours.

For items without custom details:

• Exchanges: You may exchange for a different size or item. Customers are responsible for the price difference (if any).
• Refunds: Once we receive and inspect your returned item (usually within 72 hours), we will issue a refund to your original payment method.

1. Return Shipping Fees: If the return is due to our error (defective, damaged, or wrong item), Mitoto will be responsible for the return shipping costs.
2. If the return/exchange is due to customer preference (e.g., changed your mind, ordered the wrong size), the customer is responsible for the return shipping costs.

Step 1

• Get in Touch: Reach out to our team at [email protected] with your specific order information to start the process.

Step 2

• Receive Guidance: Our support specialists will send you the designated return location along with a Return Authorization to ensure your request is tracked correctly.

Step 3

• Send Your Package: Please forward the item back to the provided address. We recommend using a registered shipping service with tracking for your peace of mind.

Step 4

• Refund Review & Update: Once your return is verified, we will initiate the credit to your original payment method. Please note that banks or PayPal may require a short processing period to reflect the balance on your statement.

We are here to make things right. If you have any concerns about your order, please reach out to us:

• Email: [email protected]
• Response Time: Guaranteed within 24 hours (Mon – Fri, 10:00 AM – 19:00 PM).