Returns & Refunds
The short version: you have 14 days from receiving your order to tell us you want to return it, and another 14 days to send it back — unworn and with tags on. You get a full refund, including the original standard shipping cost, to your original payment method. If we sent the wrong item or it arrived damaged, we also cover return shipping; otherwise that cost is on you.
Your right to cancel
Under EU consumer law you can cancel your purchase within 14 calendar days of receiving the goods, without giving a reason. Our products are made to order, but they are standard designs, so this right applies to them in full.
Conditions for a return
To be accepted, an item should be:
- Unworn, unwashed and undamaged
- In its original condition with all tags and labels still attached
- In its original packaging, where possible
- Accompanied by your order number or proof of purchase
If an item has been handled more than needed to check it (worn, washed or altered), we may reduce the refund by the loss in its value.
What can’t be returned
The right to cancel does not apply to items made to your individual specifications (for example, personalised items), if and when we offer them. Everything else, including discounted items, can be returned under this policy.
How to start a return
- Email returns@idnty.shop within 14 days of receiving your order, with your order number and the item(s) you’re returning. You can also use the cancellation form in our Terms of Use (section 10), but you don’t have to.
- We’ll confirm by email. Return address: Zundānu iela 9-243, Rīga, LV-1073, Latvia.
- Pack the item securely with the original tags attached and send it back within 14 days of telling us.
Who pays for return shipping
- Changed your mind / wrong size: you cover the cost of sending the item back. We recommend a trackable shipping method.
- Wrong item, faulty item or damage in transit: we cover return shipping in full.
Refunds
We refund the amount you paid, including the original standard shipping cost, within 14 days of receiving your cancellation notice, to your original payment method. We may hold the refund until the item is back with us or you’ve sent us proof that you’ve shipped it. Your bank may take a few extra business days to show the refund.
Exchanges
Want a different size or colour instead of a refund? Email us — if the size/colour you want is available, we’ll make and send it; otherwise we’ll refund you.
Faulty, damaged or wrong items
If something arrives damaged, faulty or isn’t what you ordered, email us as soon as possible with photos of the item and packaging. You can make a claim within 2 years of receiving the item. We’ll cover return shipping and, at your choice, send a replacement or give a full refund.
Shipping outside the EU
Duties, taxes and customs fees charged on delivery are set by your country and are not refundable by us.
Order cancellations
Changed your mind before your order has shipped? Email us right away — we’ll cancel it and refund you in full, no return needed. Once it’s shipped, the return process above applies.
Need help?
Contact us at returns@idnty.shop for anything related to returns, refunds or exchanges — we usually reply within 1–2 business days.