Returns & Refunds
Initiating a return: To request a return, please contact our customer service team at firstname.lastname@example.org. To ensure that your return is properly processed, please do not send back any products without prior communication with our team.
Deadlines: Returns can be requested no later than 10 days after the customer receives the product. If the customer is required to send their product back to our supplier, they must provide us with a tracking code for their return shipment no more than 7 days after our email in which we provide the return address.
Products eligible for return: Generally, we only allow returns for products that upon delivery were found to be faulty or misrepresented, or ill-fitting clothing items. At the moment, we do not support “change of heart” returns. Underwear, socks, stockings and gift cards cannot be returned. T-shirts can also not be returned, since they are printed on demand based on the customer's specifications. In order for a return to be approved, the product will need to be completely unused and in its original packaging, with all original tags or applicable stickers attached. A product cannot be returned if it is no longer in brand new condition, or if as a result of the customer's actions it is otherwise not in a condition in which it can be resold.
Returning faulty or misrepresented products: If a customer receives a product that has arrived damaged, faulty or defective, or that they feel was misrepresented on our site, they must attach supporting photos to support their claim with their initial email. If we agree with the customer's claim then the customer is eligible for a full refund. However, we may require the customer to send the product back at our cost, to an address that we will provide; in that case, we will initiate the refund for both the original order and the cost for the return shipping only after the item has arrived at the warehouse. For technical reasons, these two components of the refund will be processed separately.
Returning ill-fitting clothing items: If a customer ordered an eligible clothing item that upon arrival they found to not fit, they can return it for a partial refund, computed as your purchase price minus $3 (to cover part of our costs of shipping the item to you); the customer will also have to bear the cost for shipping the item back to our supplier. Since the cost for a return shipment may be substantial (and in many cases higher than the cost of the product), as many of our suppliers are overseas, we strongly recommend that customers do not buy any items with the set intent to return some or all of them, and that they carefully check our size tables found in the respective product descriptions, since the letter sizes used in our product listings frequently do not coincide with the letter sizes commonly used within the United States.
Return shipment address and rules: If a customer is required to send us back their product, we will provide them with a return address. Items must not be shipped to our Boston company address. The customer must provide us with a tracking code for their return shipment no more than 7 days after our email in which we provide the return address.
Refund processing time: If the customer is required to send the product back to our supplier's warehouse, it may take up to 5 days until the warehouse has processed their package and we can initiate a refund. Once we have initiated the refund, it will usually take about 3–5 days until the money is back in the customer's account.
Exchanges: Exchanging a product is considered equivalent to returning a product and then ordering another one. As a consequence, all of the above rules regarding returns equally apply to exchanges.
Additional questions: If you have any further questions, please feel free to contact our customer service team at email@example.com.