At Once Upon a Time, we understand that occasionally, a change of mind or dissatisfaction with a product may occur. That's why we have a clear and customer-friendly return and exchange policy. Our aim is to build trust and reassure our customers that they can shop with confidence, knowing that we are here to support them every step of the way.
 
Explore our return & exchange policy to understand how we strive to make your shopping experience with us as seamless as possible.

Return Policy – Once Upon a Time

We hope you and your little ones adore your purchase from Once Upon a Time. Each piece is lovingly crafted with care, and we want you to be completely happy with your order.

Returns & Exchanges
Because our capes and tutu dresses are handmade with delicate fabrics, lace, and vintage treasures, we are only able to offer returns or exchanges under the following conditions:

✅ Returns Accepted If:

• Your item arrives damaged or faulty.

• You receive the wrong item.

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To be eligible for a return:

• You must contact us within 7 days of receiving your order.

• The item must be unused, unworn, and in its original condition with all packaging intact.

• You must provide proof of purchase (your order confirmation or receipt).

Please email us at [your email] with your order number and a description or photo of the issue.

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❌ Returns Not Accepted For:

• Change of mind.

• Items damaged due to wear and tear or improper care.

• Custom or personalised orders.

Shipping for Returns

• Return shipping is the responsibility of the customer, unless the item is faulty or incorrect.

• We recommend using a trackable service, as we cannot be responsible for lost return parcels.

Refunds or Replacements
Once your return is received and inspected, we’ll notify you of the approval or rejection of your refund. If approved, your refund will be processed to your original method of payment within 5–7 business days, or we can arrange a replacement if preferred.