FAQ

  • Where is my refund?
  • Why has my order been canceled?
  • How do I cancel my order?
  • How long is the shipping time?
  • Can I return or exchange an item?
  • My order has arrived damaged.
  • I have a question that wasn't answered

Payment

  • Where is my refund?

Where is my refund?

We aim to process refunds within three days of an item being returned to us. Please note, however, that your bank may take several days to process the payment back into your account. With that said, please allow up to ten working days after posting the item back to us before getting in touch about your refund. We’ll contact you by email to let you know when your refund has been processed.

Ordering and delivery

  • Why has my order been canceled?
  • How do I cancel my order?
  • How long is the shipping time?

Why has my order been canceled?

We typically only cancel orders if there’s a problem with stock, or if you’ve asked us to cancel. Please accept our apologies if your order is canceled because of a problem at our end. We’ll always offer an alternative product and process your refund in full, as quickly as possible.

How do I cancel my order?

You are able to cancel your order with no penalty! You must cancel your order 24 hours after creating it for the cancellation to be applied. If the item has already shipped, please email support@awitchestouch.com. All you need to do is send us an email with the subject line "CANCEL".

How long is the shipping time?

U.S orders will be shipped via USPS & FedEx and International Orders will be shipped depending on the fulfillment center the product is from.

Average transit times to the United States from our domestic warehouse: 2-5 Business days

Average transit times to the United States from our international warehouse: 5 - 20 Business days. Average transit times to International: 15 - 45 Business days

There are circumstances that are out of control (natural disasters, holidays, weather, etc) that may cause shipping postponements. While most packages will arrive on time, there may be circumstances and delays that our carriers may experience. For this reason, we do not guarantee the exact delivery time; the delivery issue is the responsibility of the shipping company.

Returns

  • Can I return or exchange an item?
  • My order has arrived damaged.

Can I return or exchange an item?

Due to the limited nature of the items, we offer exchanges only and no refunds. Our return policy lasts until 7 days after the item is marked as delivered for damage or faulty goods. If you are unhappy with your order or you have received a faulty item, please reach out to us at support@awitchestouch.com and we will be able to assist you. For any items being returned to us, you will be expected to cover the cost of shipping the item to us unless the reason for return is our error. 

My order has arrived damaged.

We do ship every item with extra padding. Despite this, our customers report that around 1 in 1000 products arrives damaged due to mail service mistreatment.

If this happens to you, please contact us with:

    - Your order number.

    - A picture of the damaged product.

Once received, we'll be happy to send out another free of charge.

Other

  • I have a question that wasn't answered

I have a question that wasn't answered

If we still haven't managed to answer your question please feel free to contact us and we will do our best to reply within 24 hours :)