FAQs
Returns/Exchanges
What is your return policy?
Iksplor Return & Refund Policy
We know you’ll love our Iksplor Merino, but if something doesn’t work out, we gladly accept returns and exchanges for items in unwashed, new condition, folded in original packaging within 15 days of delivery.
U.S. Returns & Exchanges
Exchanges: Free and must be initiated within 15 days of your order's delivery date through our Iksplor Returns Portal. A credit card will be required for exchanges to ensure the correct item is returned. If a damaged item or the wrong item is exchanged, or if the exchange is not received, the card on file will be charged.
Store Credit: Returns for store credit must be initiated within 15 days of your order’s delivery date.
Refund to Original Payment Method: Returns must be initiated within 15 days of your order’s delivery date. A handling fee of 10% of the total return value will be applied.
International Orders: Due to customs regulations, we do not accept returns or exchanges for items purchased outside the U.S., including military addresses.
How to Start a Return or Exchange
Visit our Return & Exchange Portal at Iksplor Returns Portal
Enter your Order Number and the email associated with your purchase.
Follow the instructions to process your return or exchange.
If you’re unable to find your order, please reach out to us at [email protected] for assistance.
⚠️ Please note: Items sent back without prior authorization will not be accepted.
Eligibility for Returns & Exchanges
To be eligible for a return or exchange, your item must be:
✅ Unworn, unwashed, and in like-new condition
✅ Free of stains, deodorant marks, perfume scents, makeup, and animal hair
✅ Returned folded and with all original tags and packaging
✅ Accompanied by proof of purchase
We reserve the right to adjust returns if the original items do not meet these conditions.
Damaged or Incorrect Items
Please inspect your order upon arrival. If you receive a damaged, defective, or incorrect item, contact us immediately at [email protected] so we can resolve the issue. Please reach out within 7 days of delivery.
Non-Returnable Items
The following items cannot be returned or exchanged:
🚫 Final Sale & Clearance Items
🚫 Gift Cards
If you’re unsure about a specific item’s return eligibility, reach out to us at [email protected] before purchasing.
Exchanges
Exchanges must be initiated through our Iksplor Returns Portal
A credit card will be required for exchanges. The card will only be charged if:
The exchanged item is not received.
A wrong item or damaged item is exchanged.
Refunds
Once we receive and inspect your return, we will notify you whether your refund is approved.
If approved:
💳 Refunds to store credit will be processed immediately.
💰 Refunds to your original payment method will be issued within 10 business days, minus a 10% handling fee of the total return value.
Note: It may take additional time for your bank or credit card provider to process and post the refund. If more than 15 business days have passed since approval, please contact us at [email protected].
European Union – 14-Day Cooling-Off Period
For orders shipped to the European Union, customers have the right to cancel or return an order within 14 days of delivery for any reason. Items must be unworn, unwashed, and in original condition with tags and packaging, along with proof of purchase.
Important Notes
Original shipping charges are non-refundable.
We reserve the right to refuse returns if the item does not meet our return eligibility conditions.
For any additional questions, contact us at [email protected].
What if my package gets lost or arrives damaged?
Lost packages
At Iksplor, we strive to ensure every order reaches you in perfect condition. In the event that your order is lost during transit, please reach out to our customer support team at [email protected] with your order number and any relevant details.
Damaged packages
We understand the disappointment of receiving a damaged package. In such instances, please report to our customer support team at [email protected] within 7 days of receiving the order and include photos of the damaged items or package as well as your order number.
We will review the provided documentation and, if necessary, arrange for a replacement or issue a refund.
When will I get my refund?
Once your return has been received and processed, you will be notified via email when the refund has been issued.
Once approved:
- Refunds to store credit will be processed immediately.
- Refunds to your original payment method will be issued within 10 business days, minus a 10% handling fee of the total return value.
Note: It may take additional time for your bank or credit card provider to process and post the refund. If more than 15 business days have passed since approval, please contact us at [email protected]
Shipping FAQs
Do you ship worldwide?
We do ship to most countries, however, there are a few that we are unable to send to.
Please contact us at [email protected] for specific inquiries.
Orders typically ship within 1-2 business days.
Orders received after 1:00 pm EST, or over the weekend will ship the next business day.
We understand that shipping delays can occur. And though we are not responsible for any delays in shipping, if you feel you have been waiting longer than expected to receive your order, don't hesitate to email us at [email protected] for inquiries.
How long does delivery take?
Delivery times vary depending on the destination and the shipping method selected.
Our orders typically ship within 1-2 business days. For standard shipping, you can expect your order to be delivered within 7-10 business days.
We do understand that shipping delays can occur. We are not responsible for any delays in shipping. That being said, if you are concerned about the arrival time of your package, feel free to email our team at [email protected] and we will do the best we can to help!
Do you offer free shipping?
We offer fast and free shipping for orders over $175 within the contiguous United States (does not include Hawaii, Alaska, or US territories).
Orders shipped outside the United States are subject to taxes and duties that are paid for by the customer.
How do I track my order?
Once your order has been placed and processed, you will receive a confirmation email with your order details. This email will include a tracking number and a link to our tracking page.
Click on the tracking number link or enter the tracking number into our tracking page.
Tracking information may not be immediately available after your order is placed. If you don't see any updates right away, please be patient and check back later. If you still haven't received a tracking number, there may have just been an error in the system. Send us an email at [email protected] and we'll help you get your tracking information.
What is your shipping policy?
[No international shipping]
Our standard shipping time within [country/region] is [# of days] business days.
Shipping charges, if applicable, will be calculated and displayed at checkout. Please note that delivery times may vary depending on your location and the time of year.
Currently, we do not offer international shipping, but we are working to provide this service in the future.
For additional questions about our shipping policy, please contact us at [email/phone #].
[International shipping included]
Our standard shipping time within the U.S. is 7-10 business days.
For international orders, you can expect a shipping time of 7-10 business days.
Shipping fees, if applicable, will be calculated and displayed at checkout. Please note that delivery times may vary depending on your location and the time of year.
For our international customers, we have updated our system so that you can pay any additional duties/customs fees up front!
Please note that international orders are not eligible for exchanges or free returns
For additional questions about our shipping policy, please contact us at [email protected]
FAQ's
How do I apply promo/discount codes?
To apply a promo or discount code:
- Proceed to checkout and enter your code in the ['Discount Code'] field.
- Click ['Apply'] to see your new total before finalizing your order.
- Only one code can be used per order.
- Discount/promo codes cannot be used with already discounted items.
If you’re having trouble entering your promo code, please try clearing the cache on your web browser or trying on a different device.
What is your cancellation policy?
Our orders ship within 24 hours. Please email our team with your cancellation request as soon as possible, though we cannot guarantee that a cancellation will be possible.
You will receive confirmation of your cancellation if we’re able to make it happen.
After this period, we may not be able to cancel your order as it might already be in processing or shipment.
If you have already received an order confirmation email, it may be impossible to cancel your order. However, you can always request a return or exchange once your order arrives.
Can I edit or add anything to my order?
Orders are processed and shipped within 24 hours, so once an order is placed, it is very difficult to add to or edit an order. That being said, you can always email us as soon as possible at [email protected] and we'll see what we can do. If you need to update your shipping address or contact information, please contact our customer service team immediately after placing your order.
What do I do if I receive the wrong item in my order?
We are sorry to hear you received the wrong item in your order! Please report your order issue to our team via email at [email protected] for further assistance.
Include a photo of the item received and the name of the missing item(s) as well as your order number. Please double-check the package for any notes or packing slips that indicate your other item(s) were shipped separately.
While we may not be able to guarantee your exact order is replaced due to potential stock issues, we’ll resolve the situation as best we can!
Our Merino
Is your merino SuperWashed?
Is Iksplor wool Superwashed?
Great question! Our wool undergoes a Total Easy Care (TEC) treatment, making it machine washable and dryer-friendly without compromising its natural benefits.
This process includes an oxidative pre-treatment followed by a special polymer application that prevents felting and shrinkage by masking the wool’s natural scales. No PFAS or synthetic fibers (like polyester) are used, keeping our wool 100% Merino.
Why We Chose Machine Washable Wool:
✅ Easy Care – No special washing needed, just toss it in the machine!
✅ Durability – Resists felting and extends the life of your layers.
✅ Eco-Friendly – Home washing reduces the need for dry cleaning.
✅ All the Natural Benefits – UPF protection, breathability, moisture-wicking, odor resistance, and more.
As a brand committed to helping parents get outside with their kids, we believe easy care is essential. If you have more questions, we’re happy to help—just reach out!
Where is your merino made?
We source our merino wool exclusively through the Responsible Wool Standard Program to ensure it meets the highest standards of animal welfare and land management. The wool is then ethically processed, dyed with eco-friendly Oeko-Tex® Standard 100 certified dyes, and finally, crafted into the cozy iksplor pieces you love by our trusted RWS certified manufacturing partner in Vietnam.
How to care for your Iksplor merino
If you are already familiar with the super powers of wool, you know that your iksplor adventure-wear naturally resists stains, wrinkles and odors. but let’s face it, life with kids is messy and before you know it your items will need a good wash. let's make sure these layers last as long as the memories you create.
Step 1: Check for stains!
Before washing, rub any stains with a bar of soap, wash and don't dry until the stain is completely removed.
Step 2: Machine wash
Be sure to wash with similar items in cold water and use a gentle or wool-sepcific detergent. Do not use fabric softener.
Note: While wool-specific detergent is ideal, we don't always use it on ours. We do always use gentle detergent, like Dreft.
Step 3: Dry
Toss your Iksplor merino (except for beanies) into the dryer or lay them out flat to dry. Do not wring out or hang dry.
Step 4: Go Play!
Throw those layers back on and head out on your text adventure! Get dirty, have fun, and keep iksploring!
Can I dry-clean my baselayers?
We do not recommend dry-cleaning your Iksplor layers. Follow the steps above for best results.
How to best prevent wear and tear:
Iksplor base layers are meant to be worn underneath a mid or outer layer. While they can be worn around the house, they are more likely to catch on something and tear (especially kid and baby layers).
Is Merino Safe for Infants?
Yes! Merino wool is a natural, breathable, and temperature-regulating fiber that helps create the perfect sleep environment for infants and toddlers. Research has shown that babies who wear or sleep in Merino wool have improved sleep patterns, settle more easily, and sleep longer—thanks to Merino’s ability to regulate body temperature and keep them comfortable.
Why Merino Wool for Babies?
- Naturally Soft & Gentle – Smooth, non-irritating, and perfect for sensitive skin, even for babies with eczema or allergies.
- Temperature-Regulating – Creates a microclimate around your baby, keeping them warm in the cold and cool in the heat to prevent overheating.
- Moisture-Wicking & Quick-Drying – Absorbs moisture and keeps baby dry while still insulating, unlike cotton or synthetics.
- Easy to Care For – Requires less washing than other fabrics, resists dirt, and is completely machine washable.
- Eco-Friendly & Sustainable – Merino wool is biodegradable, renewable, and planet-friendly.
Please note: While studies suggest Merino wool can support better sleep and temperature regulation, every baby is unique. We encourage parents to choose what works best for their little one.
Learn more about merino wool for babies here.
Is merino wool itchy?
No, merino wool is not itchy.
Iksplor merino is superfine at 18.9 microns, meaning it is snuggly soft and a perfect next-to-skin fiber for year-round use. It’s especially great for baby’s sensitive skin (or anyone’s sensitive skin) – research has even shown it to help reduce the redness of conditions like eczema. It's also the perfect fiber to help little ones regulate their temperature, which babies have a tough time doing!
Are your merino wool garments UPF 50?
Yes! Our Merino wool garments provide UPF 50 protection, naturally blocking harmful UV rays. However, we still recommend wearing sunscreen or additional sun protection, especially during extended sun exposure. Stay safe and keep adventuring! ☀️😊
Why Merino?
Why is merino wool better for the environment than other fabrics?
Merino wool is one of the most eco-friendly and responsible fabric choices. Unlike cotton, bamboo, and synthetics, it’s 100% natural, renewable, and biodegradable—better for you and the planet.
- Uses less water than cotton, which is one of the world’s most water-intensive crops.
- No harsh chemicals like those used in bamboo rayon processing.
- No microplastics like synthetic fabrics, which shed harmful fibers into our oceans.
- Durable & long-lasting, reducing waste and the need for fast fashion replacements.
At Iksplor, we source ethically produced, non-mulesed Merino wool, ensuring sustainability from farm to fabric.
Does your merino wool shrink? Or stretch out?
No, our Merino wool won’t shrink with regular machine washing and drying. However, high heat can cause some alteration to the garment, so we recommend washing on cold and drying on low.
Since our layers are 100% Merino wool with no added synthetics or Lycra, they naturally stretch with wear. A quick tumble in the dryer on low heat helps the fabric return to its original shape.
For best results, follow our care instructions to keep your layers adventure-ready!
Products
How do your layers fit?
Our layers have been designed to provide a little more length than your average garment so that your quickly-growing little one can get at least 6 months out of our pieces. Please take a look at our size charts available on each of our product pages for more information.
Want more help? Email us at [email protected]
Product Care
How do you treat stains?
- Act fast! Rinse the stain with cold water to prevent it from setting.
- Apply a small amount of liquid detergent, stain treatment, or wool wash to the stained area.
- For oil stains, use dish detergent to spot clean.
- Gently rub with a soft cloth or sponge—avoid scrubbing too hard.
- Rinse with cold water and repeat if needed.
- Lay flat to air-dry on a clean towel. Sunshine can help lift stains naturally.
- For stubborn stains, spot-clean with diluted white vinegar, then rinse.
- For heavy stains, soak in OxiClean (15 min max) before washing.
- Never machine dry until the stain is fully gone—heat can set it permanently.
Rips happen...but that doesn’t mean the adventures are over.
Check out our iron on merino wool patches that will keep your layers out on the trail.
How should I store my iksplor layers?
To keep your Iksplor Merino wool layers in top shape for every adventure, follow these simple storage tips:
- Make sure they’re clean – Wash and fully dry your layers before storing to prevent odor and pests.
- Store in a cool, dry place – Keep them in a drawer, shelf, or breathable fabric bag. Avoid damp or humid areas.
- Fold, don’t hang – Hanging can stretch out the fabric over time.
How to Prevent Moth Holes
Merino wool is naturally resistant to odors and bacteria, but moths love natural fibers. To keep them away:
- Use lavender sachets, cedar blocks, or airtight containers to deter moths.
- Store long-term items in sealed bags for extra protection.
- Check your storage area periodically and clean out any hidden pests.
With proper care, your Iksplor layers will be ready for every season and adventure! 🚀
Sustainability
How can I recycle my iksplor wear?
Iksplor Merino wool layers are 100% biodegradable, meaning they can be composted at the end of their lifecycle. Here’s how:
- Cut into small pieces – This speeds up decomposition.
- Remove non-wool components – Trim off any tags, elastic, or zippers.
- Add to your compost pile or bury in soil – Wool is rich in nitrogen and breaks down naturally over time.
- Let nature do the work – Depending on conditions, your wool will decompose within a few months to a couple of years.
By composting your Iksplor layers, you’re returning natural fibers back to the earth—just like nature intended! 🌿♻️
What is your iksplor more resale program?
We’re moms—we know kids grow fast! That’s why we created the Iksplor More Store, a place where our community can buy and sell pre-loved Iksplor layers.
By giving these high-quality Merino wool pieces a second life, we’re keeping them out on adventures longer—saving money and reducing waste. It’s a win for you, your wallet, and Mother Nature! 🌎♻️
Shop Pre-Loved or learn more about selling your Iksplor wear.
How do I recycle iksplor packaging?
Our packaging is 100% recycled, recyclable, biodegradable, compostable and curbside recyclable.
You can compost at home or at a facility.