Refund policy

Thank you for choosing Dandelion Vine! We want every order to bring joy, and we aim to make returns, replacements, and exchanges as smooth as possible. Below you'll find all the details you need about returns, damaged items, store credit, shipping responsibilities, and other important information.

Submitting a Return Request:

To request a return, log in to your account on our website by clicking the "My Account" section. A six-digit verification code will be emailed to you.

Once logged in, select the order you want to return. Non-returnable items will not appear. Choose the item(s) for return and select a reason. Add an optional note if needed, then click "Submit Request".

You can also email us at info@dandelionvine.com with your order details if you need help. If your return is approved and shipping is required, you will receive an email with return instructions and a shipping label if applicable. Items returned without authorization will not be accepted.

30-Day Return Policy:

We gladly accept eligible returns within 30 days of confirmed delivery, based on the delivery date shown in the carrier’s tracking system. Unfortunately, we’re unable to accept return requests submitted after this window.

To qualify for a return, items must be unused, unworn, in their original condition, with tags attached and original packaging included.

Customers are responsible for return shipping costs. For convenience, we provide a return shipping label for all approved returns, and the cost of that label will be deducted from the approved return amount. A 15% restocking fee applies to all approved returns and will also be deducted from the approved return amount. Please note that approved returns are issued as store credit only unless otherwise stated. Approved refunds or store credit are processed after the returned item has been received and inspected.

Damaged, Defective, or Incorrect Items Received:

Please inspect your order upon arrival and contact us at info@dandelionvine.com within 48 hours of confirmed delivery if your item arrives damaged, defective, or incorrect.

To help us review your claim as quickly as possible, please include at least one clear photo showing the issue, along with a brief description and your order number in your email.

Please keep all original packaging until the matter is resolved, as we may request the item and packaging be returned for review.

Once the issue has been verified and the item is received by us, we will gladly provide a replacement of the same item. For damaged, defective, or incorrect items, replacements are provided in place of refunds or store credit.

Differences in personal preference, expectations, or subjective opinions that do not involve a manufacturing defect are not considered defective items.

Claims submitted more than 48 hours after confirmed delivery may not be eligible for replacement.

Exceptions / Non-Returnable Items:

Some items are considered final sale and are not eligible for return, refund, or store credit. This includes custom or personalized products, Mystery Plushie Lucky Dip items, digital products, gift cards, plushie bundles or sets, and any items purchased at a discounted price through sales promotions, automatic discounts, discount codes, special offers, or markdown pricing.

Because these items are sold under promotional or special pricing conditions, they are excluded from our standard 30-day return policy.

We’re unable to offer refunds or store credit for packages marked as delivered by the carrier that are later reported lost or stolen, refused deliveries, orders returned due to unpaid customs duties, taxes, delivery restrictions, or incorrect shipping information provided at checkout.

Returns are also not eligible for refunds or store credit if items are returned used, washed, damaged, or with strong odors such as smoke or perfume.

Refunds or store credit are also not available when a recipient refuses delivery or does not coordinate with the carrier when required for successful delivery.

Store Credit (Our Refund Method):

Approved returns are issued as store credit only, which can be used toward future purchases on our store and does not expire.

We do not issue refunds to original payment methods for returned items.

Once your return has been received and inspected, we will notify you of the outcome and issue the approved return amount accordingly.

Any applicable return shipping costs (if a prepaid return label was provided) and a 15% restocking fee will be deducted from the approved return amount.

If a return is rejected due to failure to meet our return policy requirements, the customer will be responsible for reshipping costs if they would like the item returned to them.

Order Changes & Cancellations:

We are unable to guarantee cancellations or changes once an order has been placed, including updates to items, quantities, or shipping address details.

We strongly recommend reviewing all order information carefully before completing checkout to ensure everything is correct.

Once an order has been processed or shipped, it can no longer be cancelled.

If you change your mind after receiving your order, eligible items may still qualify for return in accordance with our 30-day return policy and return conditions.

Customs, Import Fees, and International Deliveries:

Customers are responsible for any applicable customs duties, import fees, local taxes, tariffs, and brokerage charges that may apply to their order upon arrival in their country.

Customs policies and import charges vary by country and are outside of our control.

Dandelion Vine is not responsible for packages that are refused, held, delayed, or returned due to unpaid customs fees, import restrictions, or local delivery regulations. In these cases, refunds or store credit will not be issued.

We recommend checking with your local postal service or customs office before placing an international order to avoid unexpected charges or delivery issues.

Exchanges:

To request an exchange, please return the original item in accordance with our return policy.

Once the return has been received and approved, store credit will be issued for the returned item.

You may then use your store credit to place a new order separately for the item you would prefer instead.

This process allows us to properly inspect returned items while still giving you the flexibility to choose a different item.

Missing, Lost, or Late Packages:

Please check your order tracking information first for the most up-to-date status of your shipment.

If your package shows no tracking updates and is delayed more than 7 days beyond the estimated delivery window, we recommend contacting the carrier directly using the tracking number provided, as they are best able to provide the most current shipment updates.

If the carrier officially confirms that your package is lost, the customer must obtain written confirmation of loss from the carrier and provide it to us at info@dandelionvine.com before any replacement or refund can be processed.

Once carrier loss has been confirmed and received by us, we will provide a replacement of the same item if it is still available. If the item is no longer available, we will issue a refund to your original payment method.

Delays caused by weather, holidays, high carrier volume, customs processing, or other carrier-related delays are not considered lost packages while tracking remains active within the carrier’s system and are not eligible for immediate replacement or refund.

Chargebacks and Payment Disputes:

If you experience any issue with your order, we encourage you to contact us first so we can work toward a resolution as quickly as possible.

In the event of a payment dispute or chargeback, we reserve the right to provide the payment provider with all relevant order documentation, tracking information, customer communications, and store policy details for review.

Chargebacks submitted for orders with confirmed delivery or that fall within our stated store policies may be formally contested with supporting documentation.

Need Help?

If you have any questions or need assistance, please contact us at info@dandelionvine.com. We're happy to help!