Refunds & Returns
Last updated 25 August 2026.
If you are not happy with what you bought, we would rather sort it out than leave it. Email theteam@customersupport.care with your order number and we will answer, usually within 24 hours.
Cancelling an order
You can cancel an order at any point before it ships. Most orders ship within 24 hours of being placed, so if you need to change or cancel one, contact us within 12 hours and we will have the best chance of catching it.
A 12.5% service and processing fee applies to a cancellation.
Once packing and shipping have started, an order can no longer be cancelled. At that point it becomes a return, which is covered below.
Returning an item within 15 days
You can return a product within 15 days of purchase for an exchange or a refund. To be eligible:
- the product was purchased within the last 15 days
- it is in its original packaging
- you have the receipt, order confirmation or other proof of purchase from this site
We cannot accept returns of items bought from a third-party retailer. Anything that does not meet the conditions above cannot be accepted for return.
Returns where you have changed your mind
Where you are returning an item for one of these reasons:
- you found a better price
- you changed your mind
- it does not fit
- you no longer need it
- you ordered the wrong item
a non-refundable $39 per order packing and handling fee applies, and you pay the cost of shipping the item back to the return address we give you, using a tracked service. Please tell us the tracking details when you send it.
We would rather you knew that before you order than after, which is why it is set out here in the same words we use internally. If you are unsure which size or which set suits you, email us first: it is a short conversation and it is a great deal cheaper than a return.
Damaged, incorrect, or never arrived
These are different, and no fee applies.
If your item arrives damaged or with parts missing, if you receive something other than what you ordered, or if your order does not arrive at all, tell us as soon as you notice. We bear the return postage in those cases and deal with it directly. We may ask for a photograph or a short description of the condition the order arrived in, and we would appreciate your help with that.
How a refund is paid
Refunds are processed 24 to 48 hours after your returned item reaches us. The money goes back to the card or PayPal account you paid with. If you would rather hold it as credit against a future order, say so and we will do that instead.
Nothing here is made to order
Every product we sell is a stock item. The towels, the bath sheets, the robes, the hair turbans and the towel warmer are all supplied as manufactured. Nothing is cut, built or configured to your measurements, so no part of our range is excluded from the terms on this page.
Your statutory rights
The FTC Cooling-Off Rule does not create a general cancellation period for a purchase made entirely online, so the 15-day period above is our own store policy rather than a statement of a federal cooling-off right. Nothing on this page limits any stronger right or remedy you have under applicable state or federal law.
Questions
Email theteam@customersupport.care and we will help.