Refund policy

All sales are final. We accept returns for exchange on items damaged during transit.

Keep in mind that all custom items are individually made with love and have small blemishes; that's what makes them unique! 

"CUSTOM MADE PRODUCTS (CUSTOMIZED ON YOUR REQUEST WHEN YOU ORDERED) ARE NOT ELIGIBLE FOR A REFUND or EXCHANGE.

Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@mytouchcollection.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@mytouchcollection.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. If you do not report the damage to us within this 48-hour period, we may not be able to honor your claim. We utilize the timestamp information from the tracking link and delivery confirmation from the carrier when reviewing damage or return requests.

Exchanges
For all returns of exchanges please contact info@mytouchcollection.com and provide them with your order number and reason for return or exchange. They will handle your request based on the rules stated in this page.

Gifts

Follow instructions above for returning online orders. If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a digital gift certificate will be emailed to you. 

Late or Missing Refunds (if applicable)

There is often some processing time between financial institutions before a refund is posted (between 3-5 days is normal). If you still have not received your refund after this timeframe, please send us an email at hello@lovingsurprise.com and allow us the opportunity to investigate the matter further. 

Return Shipping (if applicable)

You will be responsible for paying for your own shipping costs for returning your item.

If you are shipping an item over $75, please consider using a track-able shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.