How do I make a return/exchange? I'm a US or Canadian customer.
If you would like to make a return or an exchange, and are a US or Canadian customer please visit our Return Center through the links below depending on your country. Before you do so, please read the conditions below.
If you are a European or UK customer, please see our policy and instruction here.
Once you enter your email address, click "start a return" and return instructions will be emailed to you. Please enter the email address you used to place the order, and your order number. If you are from Canada, the order number will begin with "CA" if you are in the US, it will begin with "US"
The following conditions apply:
- We only accept returns/exchanges within 30 days from the order date. The start date of holiday returns/exchanges is November 1st. As long as you place your order on or after this date, you will be eligible to return/exchange it until January 15th.
- Your item(s) must be unwashed/unworn, with the hang tag still attached and the tree code unregistered to be eligible for a return/exchange.
- There is a return label fee of $10 for all returns. We will waive that fee if you are exchanging your item for a different colour/size in the same style. The original shipping costs are non-refundable.
- If you do not see your desired colour/size available on our website at the time you’re submitting your request for exchange, this is unfortunately an indication that the item is sold out.
- If you would like to exchange your item for a different style altogether, please process a return. You will receive an instant gift code that you can use on anything still available on our site. If you do not use your gift code, you will be refunded once your return is delivered. The return label fee will apply.
- If you purchased an item when it was on sale, and you want something different, we cannot apply the sale price to the new item. Likewise, if you purchased something on sale and want to exchange it for a different size but the size you want is not in stock, we cannot apply the sale price to the item if it re-stocks at a later date.
- You will receive a refund within 1-3 business days of your return being inspected at the warehouse.
- If your item is damaged, please email firstname.lastname@example.org
- Please note, that all returns are subject to inspection upon arrival at the warehouse. Please be sure to inform us of any changes in what will be sent back, as any discrepancies discovered between what was discussed and what arrived will be issued as chargebacks/credits (as applicable).
The return shipping label will be emailed to you! Please print this label and tape it on the return box/envelope. Please also print the return packing slip and place it with the items inside the box/envelope. The deadline to return your item will be printed on your return packing slip.