Can I Cancel or Edit My Order?
Most UwU Market products are made to order for each customer. Because production starts as soon as you order, orders generally can’t be canceled and sales are final. This includes pre-orders and limited-time releases.
There are a few exceptions:
- defective, damaged or incorrect items
- eligible returns for UwU Rewards members in the U.S.
- customers in the EU, EEA and UK, who have a right to cancel
- other situations approved by our Support Team, or where the law requires a refund
Ordered the Wrong Size?
You can request a size exchange within 5 days of delivery. Contact our Support Team to open an exchange ticket.
- Only one exchange is allowed per order.
- You pay return shipping to UwU Market. UwU Rewards members in the U.S. get a free return label.
- Once we receive your return, please allow up to 7 business days for processing. We’ll then create a new order in your new size.
- Original shipping charges aren’t refundable.
Are You an UwU Rewards Member?
Active members in the U.S. get one free eligible domestic return per order. Contact us within 5 days of delivery and we’ll check eligibility and send a prepaid return label. You can choose a refund for the returned merchandise or a one-time exchange for merchandise of equal value. Original shipping, expedited shipping, Shipping Protection and membership fees aren’t refunded.
What If My Item Is Defective, Damaged or Incorrect?
Contact us within 5 days of delivery with:
- your order number
- a description of the issue
- photos
We’ll review your claim and offer a fix, such as a replacement, an exchange or a refund. Claims submitted more than 5 days after delivery can’t be accepted.
What If My Package Is Lost or Missing?
If tracking shows “delivered” but you don’t have your package, check with your local carrier first. If you purchased Shipping Protection, you can file a claim under its terms. If tracking stops updating and never shows delivered, contact us within 30 days of the shipment date to file a lost-package claim.
Customers in the EU, EEA and UK
You can cancel your order before delivery or within 14 days of receiving it, without giving a reason. Email Support@uwumarket.us with your order number. Some exceptions apply, such as personalized items and unsealed hygiene items.
For full details, please see our Exchange & Refund Policy.