Refund & Exchange Policy
Refunds & Exchanges
Can I get a refund once my item arrives?
We stand behind the quality of our products. If within 7 days of delivery, you are unsatisfied with the item, we will gladly offer a refund, however, you are responsible for the shipping cost of sending the item. Please contact us at firstname.lastname@example.org for the shipping address.
You are responsible for returning the item within a reasonable timeframe, and in excellent condition. Please choose the most appropriate carrier, and be sure to take clear pictures of the item before you send it, in case of damages occur during shipping.
Once we receive the return, you'll then receive an email confirming the refund details. You can expect returned funds to arrive in your bank account within 5-7 business days. Contact us at email@example.com if you have any questions on this process.
IMPORTANT: Most of our products are shipped from our oversea fulfillment center. If you wish to return your product(s), please contact us at firstname.lastname@example.org, and we'll further assist you to give you the address to ship the item back.
If you return the item back to the manufacture address without first contacting us, Upkitty WILL NOT be responsible for any lost item during the transition, therefore we will be unable to issue any refund if the product is lost during the transition back to our oversea fulfillment center.
Can I get a new item if my item arrives damaged?
Please send us clear photos of the damage to your item, and a detailed description, within 24 hours of delivery to email@example.com and we will replace or repair your piece once it is received and the damage can be assessed.
What do I do if I received the wrong item?
Please contact us at firstname.lastname@example.org with the exact details of the item you received and someone from our customer support team will be happy to help straighten it out for you!
My item doesn’t look like it does online.
Many of the product photos on Upkitty are computer renderings. Please keep in mind that there might be a slight difference in colors due to different computer monitor settings :) The actual product may look slightly different due to the normal casting and polishing processes of precious metals.
CANCELING AN ORDER
Can I cancel my order?
Upkitty items are processed 2-3 business days after you place your order, sometimes sooner. Once the order is processed and shipped, the order cannot be canceled.
CHANGE OR UPDATE AN ORDER
I ordered the wrong item - can I change my order?
Upkitty items are processed 2-3 business days after you place your order. Once the order is processed and shipped, the order cannot be changed. If you need help changing an order, feel free to contact us at email@example.com.
Can I add an item to my order?
For security purposes, we don’t hold credit card information in our system. If you would like to purchase another item and have already completed your order, you will need to place another order. If you need help placing an order, feel free to contact us at firstname.lastname@example.org.