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While we do our best to make your shopping experience with a pleasant one, things sometimes do not happen as planned.

Please make sure you check the condition of all items received at time of delivery for obvious signs of damage, and bring any observations to the attention of our courier at time of delivery.

If a product has been ordered in the incorrect size style or colour, you will need to return it at our shop, if returned item falls under our exchange policy you can exchange it with any other item of the same value or more (We do not issue cash refund).

To proceed with a return, or exchange, first contact one of our sales representatives on +356 21385006 / +356 79993226 or by email to

Please be aware that under normal circumstances, goods can only be returned and exchanged (We do not issue cash refund) if we receive your request to do so within 14 days from actual delivery. It is essential to provide a proof of purchase. Requests made after 14 days may not qualify for an exchange and may incur an extra restocking fee.

Please make sure that the item you intend to return and change has not been opened, used, or otherwise tempered with and that it is still in its original packaging as when it was shipped to you.

We do not exchange goods which are not suitable for return due to health protection or hygiene reasons (including but not limitedly, wigs, partyware, tights, leggings, balloons, contact lenses, and children costumes);

Goods being returned will checked by a sales representative of Once Upon A Time on the day and time agreed between you and our sales representative. If for any reason, our representative finds discrepancies with the quality or state of the item to be returned, this will be brought to your attention prior to leaving your premises.

We cannot exchange food, treats or any edible items that are opened due to strict health policies. Please make your selections carefully, and double check your order before submitting.

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