Returns & Refunds

RETURNS

We understand that sometimes purchases are not always right. If you are eligible for a return, Idollookbook will provide a store credit refund upon your items return. Returns must be requested within 10 days of receiving your item and returned to us tracked. All return fees are payable by customer. All returns must contain any freebies/photo cards included in the order. Once we receive your return, please allow 2-3 business days for your return to be processed. 

Please fill out this form and insert it in the parcel with the items you wish to return.

If you require an exchange, replacement size or alternative item/s, you will need to place a new order. Due to the fast turnover of stock, we cannot guarantee that we will have your preferred size/style in stock.  

 

REFUNDS

Please note, we do not issue refunds unless the item is deemed faulty. 

For items deemed faulty, you must contact us within 10 days. If over 10 days have gone by since you have received your item(s), unfortunately we cannot offer you a refund/return. We can only offer refunds on items which arrived clearly damage (holes, rips, etc).We must approve your refund. If you break the item, unfortunately we cannot offer a refund/return.  

For lost/stolen parcels, unfortunately the parcel is no longer our responsibility after it has been shipped. If your parcel was marked “delivered” but you have not received, please file an investigation with your post office immediately. We will do our best to try to relocate your parcel, but ultimately it is the post office's job to ensure you receive your parcel.

Please make sure you entered your correct address including your unit number if applicable. If you had an address change while your parcel is in transit, please contact your post office. We are not held responsible for any wrong addresses/address changes or addresses missing information. 

60 Day Guarantee: If 60 days have gone by without an update on your given tracking number, please contact _____ and we will issue you a full store credit refund. This is not applicable for orders with wrong addresses/changed addresses or addresses missing information.

Please contact info@shopidollookbook.com with any further enquiries. 

 

ORDER ISSUES

PACKAGES MARKED AS "DELIVERED" BUT NOT RECEIVED

If your tracking shows that your package has been marked as "delivered" by the shipping carrier but you cannot locate it, you must complete the following steps before we can process a claim on our end:

Step 1: Check with your household and surroundings. Packages are frequently left in alternate locations. Please check with household members, neighbors, building managers, mailrooms, porches, side doors, garages, and any other area where deliveries are commonly left.

Step 2: Wait 3 business days. Packages are occasionally scanned as "delivered" prematurely and often arrive within a few business days of the delivery scan.

Step 3: File a claim or investigation with the shipping carrier. If the package has still not been located, you must contact the shipping carrier listed on your tracking (USPS, UPS, FedEx, DHL, Canada Post, Royal Mail, Australia Post, etc.) and file a formal lost package claim or delivery investigation. Most carriers allow this to be initiated online or by phone.

Step 4: Contact our bias support team with your carrier claim number. Once you have filed a claim with the carrier, email us at [your support email] with:

  • Your order number
  • Your carrier claim or investigation case number
  • The date the claim was filed
  • Confirmation that you have checked with your household and surrounding delivery locations

Please note: We cannot open or process a claim on our end without a carrier claim/investigation number. This is because shipping carriers are the only party with access to GPS delivery data, driver scan logs, and in many cases delivery photos — their investigation is required to confirm whether a package was misdelivered or lost after the delivery scan.

Claim outcomes:

Once the carrier's investigation is complete (typically 7–14 business days), we will review the findings:

  • If the carrier confirms the package as lost or misdelivered, we will resolve the issue through reshipment, store credit, or refund on a case-by-case basis.
  • If the carrier confirms successful delivery to the correct shipping address, the package is considered delivered, and IDOLLOOKBOOK is not responsible for packages lost, stolen, or unrecovered after delivery confirmation. We are unable to issue a refund or replacement in these cases.

Claims submitted without a carrier investigation number will not be processed.