Refund policy
Refund & Return Policy — last updated 6 September 2026
We want you to be happy with what you bought. If you are not, here is exactly how to get your money back.
The short version
Something wrong with the item — damaged, defective, the wrong thing, or parts missing? Tell us within 14 days of delivery with photos. We refund or replace it, and in almost every case you keep the original. Nothing to ship back, nothing to pay.
Just changed your mind? Tell us within 7 days of delivery and we'll send you a return authorization. You cover return shipping. After day 7 and up to day 30 we can usually still help — see the table below.
1. Contact us first
All returns and refunds start with an email to help.whaletracking@gmail.com. We cannot process a return we don't know about.
Include your order number, the item, and what's wrong. Photos help enormously and are required for damage or defect claims.
We reply within 24 hours. If you have not heard from us in 48 hours, check your spam folder and email again — occasionally our replies get filtered.
2. What you can claim, and by when
| What happened | Tell us within | What you get |
|---|---|---|
| Damaged, defective, wrong item, wrong size or colour, missing parts or accessories | 14 days of delivery | A replacement — or a refund instead if you would rather. No return needed in most cases. |
| Changed your mind | 7 days of delivery | Return authorization, then a refund of the product price when the item arrives back. You pay return shipping. |
| Changed your mind, after day 7 | 30 days of delivery | A partial refund or store credit. We'll tell you which when you write — see §5 for why a full return usually isn't worth it this late. |
| Order not dispatched yet | Any time before dispatch | Full refund, including shipping. |
| Parcel never arrived | See our Shipping Policy | Replacement or full refund once the carrier investigation closes. |
Dates run from the delivery date shown by your tracking. Requests outside these windows are considered case by case, but we can't promise an outcome — after 30 days our fulfillment partner will no longer look at the order, and we're paying for it entirely ourselves.
3. Return authorization is required
Do not ship anything back before we send you a Return Authorization (RA) number and the return address. Returns travel to our fulfillment partner's warehouse, not to our registered office, and the address is issued per return. A parcel sent to the sender address printed on your package, or sent without an RA number, is not tracked to your order, is not received by us, and cannot be refunded.
Write the RA number on the outside of the parcel, use a carrier that gives you a tracking number, and send us that tracking number.
4. Condition of returned items
Items must come back unused and in the condition you received them, with all original packaging, tags, accessories and free gifts included. Items returned used, damaged by the customer, or incomplete may receive a partial refund or be declined — and we will always send you photos and an explanation before making that call.
5. Who pays return shipping
- We pay — and you usually don't need to send anything back at all — when the item arrived damaged, defective, incomplete, or is not what you ordered.
- You pay when you simply changed your mind. Use a tracked service; we can't refund a return we never receive.
One honest note about that second line: our returns go to an overseas warehouse, and international return postage often costs more than the item itself. Before you spend that money, email us with the item and your country and we'll tell you what the return would cost you. Where it doesn't make sense, we'd rather offer you a partial refund or store credit and let you keep the item than have you pay $30 to send back a $20 product.
6. Refund timing and what's covered
Where no return is needed, we issue the refund within 3 business days of agreeing it. Where an item is coming back, we refund within 3 business days of it arriving and passing inspection (2–3 business days). Your bank then takes 5–10 business days to post it — that part is outside our control.
If the fault was ours — damaged, defective, wrong or missing item — we refund the full amount you paid, original shipping included. If you changed your mind, we refund the product price; the original shipping cost and any customs duties already paid are not refundable, because they've already been spent getting the parcel to you.
We email you when the refund is issued. If your bank hasn't posted it after 10 business days, forward us that email and we'll send you the transaction reference to give them. Refunds go to the original payment method only.
7. Cancellations
Email us within 24 hours of ordering and we cancel and refund in full, as long as our warehouse hasn't already picked and packed the order. Once it has been processed for dispatch we can't stop it, and the order is handled as a return under the sections above.
Made-to-order, personalised and pre-order items are the exception: production starts as soon as you pay, so these can't be cancelled once the order is placed. Any such item is marked as non-cancellable on its product page before you buy.
8. Damaged, defective or wrong items — what to send us
Email help.whaletracking@gmail.com within 14 days of delivery. The more of this you can send in your first message, the faster we resolve it — usually the same day:
- Your order number
- Clear photos of the problem, in good light
- A photo of the item next to the shipping label, so we can match it to your parcel
- If something doesn't work: a short video showing it — this is much more persuasive than a photo
- If the size or measurement is wrong: a photo of the item against a tape measure or ruler, with the numbers readable
- If parts or accessories are missing: a photo of everything that was in the box, laid out
We will replace the item, or refund you instead if you would rather have your money back — either way it costs you nothing, and in most cases you keep the original. Where only a part or an accessory is missing, we send the missing piece. This is the fastest resolution we offer.
9. Items we can't take back
For hygiene and safety reasons we cannot accept returns of pierced jewelry, intimate apparel and opened personal care items, unless the item arrived damaged or defective. Gift cards and clearly marked final-sale items are not refundable; final-sale items are labelled as such on the product page before you buy.
10. Please talk to us before disputing a charge
If something has gone wrong, email help.whaletracking@gmail.com and give us the chance to fix it. We refund, replace and reship — we are not trying to keep money for an order that failed.
Opening a bank dispute instead freezes the order in a formal process that takes 45 to 90 days and often ends with less for you than one email would have got in a day. We answer every message within 24 hours and we keep a full record of every contact.