Return & Refund Policy

Welcome to Optimistopia - Your Satisfaction is Our Priority!

At Optimistopia, we are dedicated to providing you with an exceptional shopping experience, and we understand that sometimes situations may arise that require attention. To ensure transparency and fairness, we have crafted a comprehensive Return, Refund, and Resend Policy. Please take a moment to familiarize yourself with our guidelines below:

Return Policy

- We operate under a 15-day return policy, allowing you a window of 15 days from the date of item receipt to request a return.
- For a return to be eligible, the item must remain in its original condition – unworn or unused, with tags intact, and in the original packaging.
- Additionally, please ensure you have the receipt or proof of purchase to facilitate the return process.
- Certain items are non-returnable for safety reasons, including custom or personalized items, and hazardous materials.
- If more than 15 business days have passed since we’ve approved your return, please contact us.

Refund Policy

- 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 within 10 business days.
- Please remember it can take some time for your bank or credit card company to process and post the refund too.
- Refunds are recommended for fragile products to ensure a fair resolution.

Orders Delayed

- An order lacks tracking information, is in transit, or is pending for 60 days after it has left the our warehouse, we will take certain actions to resolve the issue with the customer.
- Following countries and shipping methods may be different:
a. For Orders Shipped to the USA, the delay period is counted as 45 days after orders depart from our warehouse.
b. For Orders Shipped to Brazil, the delay period extends to 110 days from the date the order departed from our warehouse. This longer timeframe is due to the strict customs clearance procedures in Brazil.

NOTE : Occasionally, orders may reach the nearest post office to the buyer but remain in a pending status due to issues like an insufficient address, unclaimed packages, or incorrect contact information. In such cases, it can be more convenient for clients to reach out to their local post office or visit it in person to facilitate delivery.

In Israel, due to various factors like national customs, phone number availability, and religious preferences, packages are typically delivered to self-pickup cabinets. This practice can sometimes lead to packages becoming overdue. Therefore, it's advisable for clients to consider contacting their local post office or visiting it for expedited delivery in such situations.

Orders not received

- If your order's tracking information indicates successful delivery, we are unable to process refunds or reshipments.
- However, if you do not receive your package despite tracking showing delivery, we kindly request a non-delivery certification from your local post office, officially sealed, which helps us investigate and address any discrepancies in delivery.
- If the tracking information shows an "Alert" status we cannot process refunds or resend the order, please review the reasons listed below to better understand the issue:
a) Incorrect/Insufficient Address
b) No Such Number
c) Unknown Recipient
d) Refused
e) Do Not Pick Up in Time
f) No Safe Delivery Location
g) Uncleared Customs
h) Others

NOTE : Our local distributor will make 1-3 delivery attempts based on the prevailing circumstances. If the package remains unclaimed during this delivery period, it will be returned to the local post office for storage within 3-7 days. It is essential for our clients to personally pick up their packages from the local post office during this time frame. Failure to do so may result in the product being returned to our logistics company. Please note that during the return process, we cannot assume responsibility if products are lost.

Products Damaged

- In the unfortunate event that your packages arrive severely damaged, we are committed to providing you with a full refund or a replacement.
- For the damaged products, please submit photographic or video evidence of the damaged item to substantiate your claim.
- If the photos alone are insufficient to demonstrate the extent of the damage, we kindly request that you upload a video providing a comprehensive view of the damaged products.
- For packages that arrive with partial damage (excluding thread issues, slight wrinkles, small scratches, etc.), we offer a partial refund or a replacement.

NOTE : a) We highly recommend opting for a refund in the case of fragile products to ensure a fair resolution for delicate items.
b) For ordinary and electronic products, clients must report any complaints or open a dispute within 10 days after the packages are delivered. This timeframe allows us to promptly address your concerns and ensure a smooth resolution process.
c) Unfortunately, we cannot offer refunds or other after-sale services for damaged packing boxes due to the challenges associated with long-distance international delivery.

Incorrect or Missing Products

- We has a strict quality control process before our products are dispatched. We will deal with incorrect or missing products as follows:
a) In the case of receiving incorrect products, Optimistopia offers you the choice of a full refund or replacement.
b) For products with issues such as the wrong color or size that do not impact the product's functionality, we provide the option of a refund or resend. To facilitate this process, kindly provide a screenshot and video featuring the product's name, content, and relevant details.
c) If parts are missing but do not affect the product's function, we may offer a partial refund or resend the missing part. In cases where missing parts impact the product's functionality, we will promptly resend the entire product.

NOTE : For size-related issues, we kindly request your assistance in measuring the product using the correct measurement method. Provide us with a photo of the measurement for swift resolution. Please refrain from altering any format during this process.

Orders Cancellation

- For orders cancellation, Optimistopia offers a full refund before products are processed by warehouses.
- After payment, video and photo orders cannot be canceled as Optimistopia has planned and prepared for you after payment.

Other Important Things to Know

- Disputes cannot be opened if the order status is closed, and disputes with untraceable tracking information cannot be resolved.
- Optimistopia takes no responsibility for product damage or shipping delay caused by acts of nature or uncontrollable events.
- Unreasonable disputes, including buyer preferences, unrealistic product descriptions, and tracking information deletion, will not be accepted.
- It's advisable for clients to contact their local post office or visit it for expedited delivery in specific cases.
- Complaints or disputes for ordinary and electronic products must be reported within 10 days after package delivery.
- If your order's tracking information indicates successful delivery, we are unable to process refunds or reshipments.

If you have any concerns, questions, or need assistance, our dedicated customer support team is here to help. Feel free to reach out to us at info@optimistopia.com for swift and effective solutions or visit Contact Us page. Your trust in Optimistopia is greatly appreciated, and we look forward to serving you with the utmost care and commitment.

Thank you for choosing us for your shopping needs. Happy shopping!