Refund policy
REFUND & RETURN POLICY
Last Updated: September 22, 2026
At DropOnline, we want you to be satisfied with your purchase. Please review the return and refund policy below.
RETURN WINDOW
United States and Canada: 30 days from delivery
Australia: 30 days from delivery
Europe (United Kingdom, Germany, Italy, Belgium, Finland, France, Ireland, and Sweden): EU customers may have a 14-day statutory cancellation period under applicable consumer law. An extended 30-day return window applies to defective or incorrect items.
United Arab Emirates: 30 days from delivery
Saudi Arabia: 30 days from delivery
Your legal consumer rights are not affected by this policy.
ELIGIBLE RETURNS
We accept returns for:
• Defective or damaged products
• Items that do not match the product description
• Unworn and unused items in their original condition with tags attached
• Items returned within the applicable return window
EU customers may cancel an eligible order within 14 days of receiving it without giving a reason, subject to applicable consumer law.
NON-RETURNABLE ITEMS
Halloween and other festival products purchased within 30 days before the relevant festival are non-refundable for standard returns.
The following items are not eligible for standard returns:
• Items marked as final sale
• Personalized or customized products
• Intimate apparel or hygiene products
• Items that have been used, worn, washed, or damaged after delivery
• Items removed from their original packaging, except where inspection is permitted by applicable law
RETURN SHIPPING COSTS
• Customers are responsible for return shipping costs for standard returns.
• We cover return shipping costs for defective, damaged, or incorrect items.
• We recommend using a trackable shipping service and keeping your shipping receipt.
RETURN ADDRESS
DropOnline Co LLC
15442 Ventura Blvd., Ste 201-1799
Sherman Oaks, CA 91403
United States
International customers must contact info@droponlineus.com before sending a return for return instructions.
HOW TO INITIATE A RETURN
1. Email info@droponlineus.com within the applicable return window.
2. Include your order number and the reason for the return.
3. Include photos when reporting a damaged, defective, or incorrect item.
4. We will provide return authorization and instructions.
5. Ship the item to the return address provided.
6. Include your order number inside the package.
REFUND PROCESSING
• Refunds are processed within 7 business days after we receive and inspect the returned item.
• Approved refunds are issued to the original payment method.
• Please allow an additional 5–10 business days for your bank or payment provider to display the refund.
SHIPPING COST REFUNDS
• United States and Canada: Economy Shipping is FREE on all orders, so there is no shipping charge to refund.
• Other regions (Australia, Europe, Saudi Arabia, and the UAE): orders under $25.00 include a $6.99 standard shipping charge, which is non-refundable for standard returns.
• Express Shipping costs of $15.00 are non-refundable for standard returns.
• For defective, damaged, or incorrect items, we cover the return shipping cost and refund the applicable shipping charges.
EXCHANGES
We accept exchanges for defective items and, where available, size or color exchanges.
Contact info@droponlineus.com to request an exchange. Replacement items for defective, damaged, or incorrect products will be shipped at no additional shipping charge.
DAMAGED OR DEFECTIVE ITEMS
1. Contact info@droponlineus.com as soon as possible after delivery.
2. Provide your order number and photos showing the damage or defect.
3. Keep the original packaging and all product materials.
4. We will review the claim and arrange a replacement or refund where appropriate.
5. We cover return shipping costs for approved defective or damaged-item claims.
WRONG ITEM RECEIVED
1. Contact info@droponlineus.com as soon as possible.
2. Provide your order number and photos of the item received.
3. We will arrange shipment of the correct item at no additional charge.
4. We will provide instructions for returning the incorrect item and cover the return shipping cost.
INTERNATIONAL RETURNS, CUSTOMS, AND DUTIES
For customers in Canada, Europe, the United Arab Emirates, Saudi Arabia, and Australia:
• Customers are responsible for return shipping costs for standard returns.
• Customs duties, import taxes, and other fees are generally non-refundable.
• Additional customs fees may apply when returning an item to the United States.
• Contact info@droponlineus.com before shipping an international return for specific instructions.
LOST OR STOLEN PACKAGES
If tracking shows that a package was delivered but you cannot locate it:
• Check with neighbors or building management.
• Verify the delivery address in your order confirmation.
• Contact the carrier using your tracking number.
• Contact info@droponlineus.com so we can investigate.
We will work with the carrier and determine an appropriate resolution based on the circumstances.
CANCELLATIONS
Before Shipment:
If your order has not yet been processed, we will cancel it and issue a full refund or store credit voucher at your preference.
After Shipment:
Orders that have already shipped cannot be canceled. You may request a return after delivery under this policy.
EU Customers:
EU customers may have a statutory right to cancel an eligible order within 14 days of receipt under applicable consumer law.
STORE CREDIT VOUCHERS
As an alternative to a cash refund, we may offer store credit vouchers that can be applied to any future purchase on droponlineus.com. Store credit vouchers:
• Have no expiry date
• Can be used on any product sitewide
• Are issued for the full order amount paid
• Cannot be exchanged for cash
Note: For cash/bank refunds, a $17 processing fee applies. Store credit vouchers are issued for the full amount with no deductions.
CONTACT US
Business Name: DropOnline Co LLC
Email: info@droponlineus.com
Website: https://droponlineus.com
Response time: Within 1–2 business days
GOVERNING LAW
This policy is intended to be interpreted in accordance with the laws of the State of Wyoming, United States, except where applicable consumer protection laws provide otherwise.
BUSINESS ADDRESS
DropOnline Co LLC
15442 Ventura Blvd., Ste 201-1799
Sherman Oaks, CA 91403
United States