UK full-price sales are eligible for a return within 14 days of the delivery date. Please email for approval within 14 days.
Products must be returned in an unused, unwashed condition with original tags included.
Customers are responsible for return shipping cost. We recommend a tracked or ‘signed for’ service as we do not accept liability for lost parcels.
Return parcels must always be clearly marked 'Return to sender - children's clothing' for customs purposes.
It is the sender's responsibility to fill customs documentation in correctly. Incorrectly labelled returns can result in incorrect duty or VAT on re-importation. In the event Apolina is incorrectly charged to receive return goods this value will be deducted from the customers return value.
Refusal to pay duties or refusal to accept a package does not mean the package will be returned safely to Apolina.
We can not be held liable for refunding customers in this case. If we do receive a refused parcel back at our warehouse we will always deduct reimportation tax from any refund owed. We will also deduct the associated costs from our fulfilment company who charge to receive and unpack the parcel, steam and fold goods and return items back into warehouse stock.
Please note, we only accept returns for purchases made on our own website – www.apolina-kids.com
We do not accept returns where the original order went to a shipping company address rather than a personal residential address.
All Sale/ Outlet orders are final and cannot be returned.
Export orders (non U.K.) and 3rd party products are final sale and not eligible for return.
To request a return, please email us at email@example.com within 14 days of receiving, with your order number and ‘Return’ quoted in the subject line.
Once we email to confirm your return, the goods must then be sent back to the address provided within 5 business days of the email confirmation (postage marked within 5 working days).
If goods are returned in a re-saleable condition, you will be offered a full refund for the goods (minus the original postage cost).
Money will be refunded back onto the original payment method, within 2 business days of receiving the return. (Please note this can take a further 3-4 business days to clear into your account as per usual banking timeframes)
Great care is taken to ensure you do not receive a faulty item, but in the unlikely event of this occurring, please email us.
We’ll do our best to resolve any issue quickly for you.
You will receive an exchange if possible, or a full refund onto your original payment method, and also be reimbursed a reasonable return postage cost for economy postage.
Please note that due to the handcrafted nature of our pieces, differences occur from piece to piece and no two items are exactly alike. These differences are not faults.
Please see our Handcrafted section for more details.
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