Cancellation Policy

All of our products are custom made. Once your payment is confirmed, we begin making your items. Due to this, order cancellations may require a cancellation fee. Please see below for more information:

For non-personalized products:

Orders cancelled before shipment will be eligible for a full refund

For personalized products:

  • Orders cancelled within 24 hours of payment confirmation will be eligible for a full refund
  • Orders cancelled 1-3 days after payment confirmation will be eligible for a partial refund consisting shipping cost and 50% of the product purchase price.
  • Orders cancelled after 3 days of payment confirmation will be eligible for a partial refund consisting of the full shipping cost.
  • Once your order has been shipped, it can no longer be cancelled.
  • To cancel an order, please call 800-731-1796.

Exchange Policy

Shipped items can only be exchanged if there are quality issues, such as items arriving in a damaged condition, or the item received was not the one your ordered. Exchanges must be received within 30 days from the date your order was delivered.

Return Policy

Your happiness is important to us, which is why we have made returning products FREE and EASY! In case you are not 100% satisfied with your purchase, you may return (most) products to us for a full refund of the product price. All returned or exchanged products must be in their original condition.

Defective, Damaged or Misshipped Items

Defective, damaged or mis-shipped items are eligible for a full refund. When requesting your refund, please be ready to provide Customer Service with photographs clearly showing the problem with the items. If you believe your items were damaged during shipping, Customer Service will need photographs showing the damaged packaging as well as “”Proof of Damage”” documentation from your delivery carrier in order to process your refund. LightInTheBox is not responsible for missing packages and damaged products resulting from errors made by the shipping carrier. However, we will be happy to assist you in filing a claim with the shipping company. Please keep all products in their original packaging until the claim is resolved.

Overdue Products

If your order cannot be shipped by the time originally stated, Customer Service will offer you the option of keeping or cancelling your order. Customers whose items are overdue by less than 10 days can choose to cancel the order and get a full refund, or keep the order and get a 30% reimbursement upon delivery. Customers whose items are overdue by more than 10 days have the option of canceling for a full refund, or keeping the product at no cost except shipping fees.

Return Process

  1. Contact Customer Service within 7 days (30 days for defective or incorrect items) of receiving your order. Include an explanation and photographs documenting the reason for the return. Returns will not be accepted without prior approval from Customer Service.
  2. Once Customer Service has approved your request, please send the item within 5 days and the completed Product Return Form back to us as soon as possible.
  3. Once received at our facility, your return will be processed in 5 to 7 business days. Once your return is confirmed and inspected, please allow up to two billing cycles for it to be credited to your account. Items returned in unacceptable condition will not be processed as refunds and cannot be shipped back to you.

Personalized Items

Cannot Be Returned. Returns must be received within 30 days from the date your order was delivered.