top of page

SHIPPING & RETURNS

SHIPPING POLICY

Last updated: 9 September 2026


At IT'S MY STORE, every order represents more than a purchase — it is the beginning of a piece that will accompany your story. We are committed to delivering your products with the same care and attention dedicated to their craftsmanship.

This Shipping Policy applies to all orders placed through our official website and is written in accordance with UK consumer legislation, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations.

Legislação do Reino Unido+1
 

Processing your order


Every order is carefully inspected and prepared before dispatch.

  • Processing time: 1–3 business days

  • Orders placed on weekends or UK public holidays are processed on the next business day.

  • You will receive a confirmation email once your order has been dispatched, including tracking information.

If we need additional time due to exceptional demand or unforeseen circumstances, we will contact you as soon as possible.

Manuals+

Delivery times


Estimated delivery times begin after your order has been dispatched.

Destination

Estimated Delivery

United Kingdom

2–5 business days

Europe

4–8 business days

International

7–14 business days

Please note that customs clearance may extend delivery times for international orders.
 

Shipping costs


Shipping fees are calculated at checkout based on your delivery address and selected shipping method.

From time to time, IT'S MY STORE may offer complimentary shipping during promotional campaigns. Any applicable offer will be clearly displayed before payment.
 

Tracking your parcel


As soon as your order leaves our workshop, you'll receive an email with a tracking number allowing you to follow every stage of your delivery.

If you have not received your tracking email within 3 business days, please contact our customer care team.
 

Customs & import duties


For orders shipped outside the United Kingdom, local customs duties, taxes or import fees may apply depending on your country's regulations.

These charges are the responsibility of the customer and are not included in the product or shipping price unless explicitly stated.
 

Delivery responsibility


Your order remains the responsibility of IT'S MY STORE until it is delivered to you or to the person you have authorised to receive it. If a parcel is lost or damaged during transit with our delivery partner, we will work to resolve the issue and, where appropriate, provide a replacement or refund in accordance with your statutory rights.

Legislação do Reino Unido+1
 

Delayed deliveries


We always aim to deliver within the agreed timeframe. If no specific delivery date has been agreed, UK consumer law requires delivery without undue delay and generally within 30 days of the order being placed.

Legislação do Reino Unido+1

If your delivery is significantly delayed, you may be entitled to cancel your order and receive a full refund where applicable under UK law.

Legislação do Reino Unido+1
 

Incorrect address


Customers are responsible for providing an accurate shipping address.

If an incorrect address is entered:

  • Please contact us immediately before dispatch.

  • Once an order has been shipped, we cannot guarantee address changes.

  • Additional shipping charges may apply if the parcel is returned and needs to be resent.
     

Contact us


If you have any questions regarding your shipment, our team is here to help.

IT'S MY STORE Customer Care

Email: support@it-my-store.com

Response time: Monday–Friday, within 24 business hours
 

RETURN & EXCHANGE POLICY

Last updated: 9 September 2026


At IT'S MY STORE, we believe exceptional craftsmanship deserves exceptional service. If your purchase is not quite right, we're here to make the return or exchange process simple, transparent and fully aligned with your rights under UK consumer law.

Governo do Reino Unido+1
 

Your 14-Day Right to Cancel


If you purchased online, you have the legal right to cancel your order within 14 calendar days of receiving your item, without giving a reason. This cooling-off period begins the day after your order is delivered.

Governo do Reino Unido+1

To exercise this right, simply email our Customer Care team before the 14-day period expires.
 

Returns Eligibility


To qualify for a return, your item must:

  • Be returned within 14 days after notifying us of cancellation.

  • Be unused and in its original condition.

  • Include all original packaging, tags and protective materials.

  • Be free from damage caused by use beyond what is necessary to inspect the product.

    GOV.UK+1
     

Please note that handling the item is permitted in the same way it would be in a physical boutique. However, excessive use may result in a reduction of the refundable amount if the item's value has been diminished.

GOV.UK
 

Exchanges


We happily offer exchanges for eligible items.

You may request an exchange for:

  • A different colour (subject to availability)

  • An alternative size (where applicable)

  • The same product if your item arrived damaged or defective

If the requested item is unavailable, you may choose a refund or store credit.
 

Faulty or Damaged Items


Every IT'S MY STORE piece is carefully inspected before dispatch. If your order arrives damaged, defective or incorrect, please contact us within 48 hours of delivery and include:
 

  • Your order number

  • Photos of the item

  • Photos of the packaging (if applicable)
     

If the issue is confirmed, we will provide a replacement, repair or full refund in accordance with the Consumer Rights Act 2015. Return shipping costs for faulty items will be covered by us.

GOV.UK
 

Items That Cannot Be Returned


For hygiene and legal reasons, the following items cannot be returned unless faulty:
 

  • Personalised or custom-made products

  • Gift cards

  • Items marked as Final Sale

  • Products damaged through misuse or normal wear and tear
     

These exceptions are consistent with UK distance selling regulations.

Legislação do Reino Unido
 

Refunds


Once your return has been received and inspected, we'll notify you of the outcome.

If approved:
 

  • Refunds are processed within 14 days of receiving the returned item or valid proof of postage (whichever occurs first).

  • The refund will be issued using the original payment method.

  • No refund processing fees will be charged.

    GOV.UK+1
     

Return Shipping


Unless the item is faulty or we made an error with your order:
 

  • Customers are responsible for the direct cost of return shipping.

  • We recommend using a tracked delivery service, as IT'S MY STORE cannot accept responsibility for returns lost in transit.

    GOV.UK
     

How to Start a Return

​

  1. Email our Customer Care team within 14 days of delivery.

  2. Include your order number and reason for the return or exchange.

  3. We'll provide the return instructions and return address.

  4. Send your item within 14 days of your cancellation request.

    Governo do Reino Unido+1
     

Contact Us


IT'S MY STORE — Customer Care

Email: itsmystore.contato@outlook.com

Business Hours: Monday to Friday • 9:00 AM – 5:00 PM (GMT)

bottom of page