Return & Refund Policy

If you are a customer in the United States, Canada or European Economic Area (EEA), you get 30 calendar days to cancel your order because you have changed your mind. This cancellation period starts from the day you have received all of the items in your order.

If you receive faulty goods, you may also have a right to return these goods and to ask us to repair or replace them or get a refund.

• Return packages must be postmarked within 30 days of the order delivering to you. Return packages postmarked after this time frame will be subject to denial

• For sizing issues, no cash refund allowed. Only store credits are issued for refund. 

Where we suspect fraudulent activity, including but not limited to circumstances where there are suspicious claims relating to orders having been placed, but not received, or if we suspect that you are returning items after they have been used or worn, or items returned do not match what you ordered, we reserve the right to withhold refunds and block your account (and any associated accounts) from placing orders in future. If this happens to you and you think we’ve made a mistake, you can Contact Us and we will discuss the matter with you further.

FAULTY GOODS

We’re really sorry to hear that you’ve received an item that’s not in perfect condition. So that we can get this fixed for you please head over to our Contact Us section.

To help us get this fixed for you ASAP, when you first contact us please include the following information;

-Your name

-Order number

-Product name and code

-Picture of the fault

-Description of the fault

(The product name and code can be found on your order confirmation email).

Please return the items in their original packages to the address below for a refund:

13097 MO-13, Kimberling City, MO 65686 United States

If you contact us via the 'Contact Us' form, please have an image of the faulty item ready for when you receive a reply as you won’t be able to attach the image on the form just yet.

CANCELLING A CONTRACT UNDER THE CONSUMER CONTRACTS REGULATIONS

If you’re a customer in the US or EEA, you get 30 days to cancel your contract with us

This two-week period starts from the day after you receive your order (or from the day after you receive the last item of your order). You’ll need to write to us with notice of your cancellation – just fill out this form where you’ll also find details on how to return your item(s).

There are a couple of other ways to cancel your contract with us. You’ll find these alternative methods below:

Email us: support@personalto.com If you’re cancelling your contract with us but have already received your order, you’ll need to return the item(s) to us, see how to do this below. You'll then receive a full refund as per the policy above.

Please note, we cannot offer refunds on cosmetics and pierced jewelry or on swimwear and lingerie if the hygiene seal is not in place or has been broken.

All returns are quality checked – items should be returned in a new and unused condition with labels attached and wherever possible sent back in the original packaging. Refunds will not be given if they do not comply with our returns policy.

HOW TO RETURN AN ITEM & HOW MUCH DOES IT COST?

We've gone paperless! You'll no longer receive a delivery note in your parcel.

RETURNS

You have 30 days, from the day you receive it, to send something back. Please contact us if you need to make a return at support@personalto.com

START A RETURN

1 Repack your items. No packaging, no problem! Just pop your items in something non see-through, sealable & waterproof. 

2 Login to our returns portal. You will need your order number and email/last 4 digits of your phone number.

3 Select your preferred return option (Print returns label at home or in store options). Once you have processed your return in the portal you're ready to post it off.

4 You'll get an email once we receive your returned item. 

Good to know... 

Returns via the portal are fully tracked. You don’t need to remember to keep your proof of postage – it’s all digital!

For hygiene reasons, we cannot offer refunds on fashion face masks, cosmetics, pierced jewelry, swimwear or lingerie, if the seal has been broken or is no longer in place. Items must be unworn and unwashed with the original labels attached. This does not affect your statutory rights. 

If you’ve received an item that’s not in perfect condition, please head over to our Contact Us section so we can get this fixed for you.

Please keep your orders separate, as returning more than 1 order in 1 parcel may delay your refund.

HOW LONG DOES IT TAKE TO PROCESS MY RETURN?

Please note we've extended our returns to 30 days so a typical refund may take longer than usual.

A typical refund will take up to 44 days, that’s 30 days you returning and us processing it, with up to 14 days for it to make its way through the banking system.

If you paid for your order with a gift card, store credit or a voucher, a replacement to the value of the refund will be issued.

We’ll be sure to keep you updated and send you an email as soon as your parcel arrives back at our warehouse, and again when we have processed your refund.

CAN I HAVE AN EXCHANGE INSTEAD OF A REFUND?

Unfortunately, we don't offer an exchange facility. Simply return your item(s) and reorder for a replacement. Your refund will be processed once we've received your unwanted items.

All items are refunded via store credit in the form of a personalto.com E-Gift Card. Returns are processed within 5-7 business days after your item(s) are delivered to us.