Shipping & Returns

RETURN / EXCHANGE POLICY:
First if you have a need to consider returns and refunds, you likely ordered a product from us. Which means we owe you a “thank you!” Nothing makes us happier than a legion of happy hyphen customers and as such we promise to do our very best to deliver an amazing product and customer experience. That said here are some things you might want to know.

Our return process is simple. Just return the items to the following address:

Utopiat return

131 Autumn Windway

Rockville, MD 20850

Order no: (you will find it in the order confirmation email)

Please read the points below to know more about refunds and return policies.

Want to return/exchange an item?

• Utopiat offers returns and exchanges within 14 days of delivery.
• To begin the return, please provide a reason for the return or replacement. Please note that we will not replace or accept returns for items if they break due to misuse or neglect and/or is used. We reserve the right to refuse return if any signs of wear or tear is shown on a return. Buyer will be notified when such returns are not accepted and will be given the option to have the item sent back to them at their own expense.
• We request that all exchanges and returns be with the original tag in place. NO Returns or Exchanges will be processed without the original tags attached to the products.
• For all returns and exchanges the cost of returns/shipping for both domestic and international orders is the responsibility of the customer.
• Postage and packaging charge is only refundable for faulty goods, goods not as described or incorrect orders. Due to the sensitive nature of our costume items, we have a strict standard in accepting only unworn items for return.
• Please send all items back to 131 Autumn Wind Way, Rockville, Maryland 20850. All exchanges and returns will be processed within 3 business days

***From time to time, we accept returns and exchanges that are without a tag on a case by case basis solely based on the discretion of Utopiat. In the event we accept these returns and exchanges, there will be a 15% re-tagging / restocking fee applied to these orders.***

Did you receive a defective/damaged/wrong item?

• Unless customer can prove the product was defective upon receipt, and contact us immediately upon receipt of the product we won’t accept the return for that order.
• To begin the return of a defective item, please provide a proof of the product being defective, damaged or wrong item sent to you. Please note that we will not replace or accept returns for items if they break due to misuse or neglect and/or is used. We reserve the right to refuse return if any signs of wear or tear is shown on a return. Buyer will be notified when such returns are not accepted and will be given the option to have the item sent back to them at their own expense.
• Please send all items back to 131 Autumn Wind Way, Rockville, Maryland 20850. All exchanges and returns will be processed within 3 business days

**We do not accept any customized order returns but will work with buyer to address the issues with orders.

Refund Process:

• The refund amount will include only the amount paid by you after any discount or reward was applied to the returned item(s) and it will not include any shipping charge paid by you unless you are returning a damaged, defective, or the wrong item was sent to you.
• Refunds will be made in the form of the original payment. Once your return is processed, a refund will be issued for the merchandise amount. Please allow 3-5 business days for the refund to post to your account.
• All shipping costs are your responsibility
• If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your item.

**Due to the labor and time used in processing gift box items, there’s a 10% processing fee for all returned gift box items.

 

Shipping, Processing, Delivery

Orders ship Monday through Friday. Our customers will receive the order from the date that it is shipped out, not necessarily from the date that it is placed. After your payment is authorized and verified, it can still take up to two days to process your order. This is just an estimate, and doesn't include weekends or holidays. USPS Priority Mail shipping is limited to the 48 contiguous United States, Alaska, Puerto Rico, Guam, Samoa, Palau, Micronesia, and the Mariana Islands.

Utopiat uses UPS for expedited shipping services because of their reputation for speed and reliability. Non-continental U.S. territories cannot be guaranteed next day shipping when selecting the UPS Next Day Air shipping option and instead may receive their orders in two days according to UPS shipping calculations.

Backordered items may take up to three (3) weeks to ship.

 

FREE Shipping

Customers can enjoy FREE USPS First Class Shipping for orders over $75 in the Continental US and for orders over $150 outside the US. Expedited shipping is available for purchase for all orders.

International Shipping

All applicable customs and import duties and fees, taxes and any other charges and fees are the responsibility of the customer (even if you refuse any shipments upon delivery). We ship your package DDU, "duties and taxes unpaid", and we do not collect the VAT, duties and/or taxes and cannot predict what your particular charges may be. If your order does require these additional charges, they must be paid by you in order for your package to clear customs.

Customs authorities require that we state the value of your order directly on your package(s). Customs agents have the right to release or deny release of your package(s), and in rare cases, they may also delay delivery.

International delivery takes an average of 15 business days. We do not offer expedited international shipping.

International orders may incur additional fees depending on your customs office. These fees are your responsibility to pay. Should you reject your package because you do not wish to pay these fees, you will not be refunded If the package is returned to us and you change your mind and wish to have us send the package again, you will need to pay the additional shipping fee to do so.  

Disclaimer:

Utopiat is not responsible for lost or stolen packages. If tracking shows items delivered but you do not find the package, please contact your local USPS office to file a claim. We recommend that you check all areas of your home where the package could have been delivered, as well as with neighbors and household members before contacting your local USPS office or filing a police report.

 

Even so, should you have any further questions or concerns, please feel free to reach out to us! We're always happy to help in whatever way we can.

~Thank you for reading~

If you have further questions or comments, please reach out to us. We love hearing from you!