refund & exchange policy
PLEASE NOTE: We only accept returns and exchanges within three (3) days of receiving your order, AND if the product/s are unused, undamaged, and with their original packaging. To proceed, below are the steps of initiating a return or exchange.
Return, Exchange & Refund
- If you are not satisfied with your order, please email email@example.com with the subject, RETURN REQUEST: [Your Order Number] and explain the reason you are not satisfied with your order. Please note, we only accept returns, exchanges, and refund requests within three (3) days of receiving the product/s.
- As soon as we receive your return request, you will receive instructions on how and where to mail the product/s. You have seven (7) days from receiving the instructions to mail the item/s back. Failure to ship back the items within that seven (7) days would constitute cancellation of the refund request. Kindly note that you will need to assume the cost of shipping back and insuring the product/s. We will not be responsible in the event the product is lost or damaged in transit.
- As soon as we receive the product/s back, please allow at least three (3) business days to provide you an update. We will inspect the items for any damage and use. If the product/s are undamaged, unused, and re-sellable with their original packaging, you will receive a refund notification from us. Depending on your bank, it can take between 3-5 business days to receive a refund equal to the cost of the item (original shipping cost not included).
- If you are opting for an exchange -- because our products are produced in small and limited batches, we cannot guarantee availability of the product you want. In this case, we will issue a store credit that you can use to purchase on our website.
- Please note, you can only opt a one-time return or exchange for each order. Any further return or exchange request after the first attempt will be denied.
- Upon shipping your order, you will receive tracking information from us. Please use the information to know the status of your package. If your order is missing, please email firstname.lastname@example.org within seven (7) days of the date you were supposed to receive the item so we can get in touch with the courier. We will be unable to assist for packages missing for more than seven (7) days. After that time, you will need to get in touch with USPS.
Incorrect Order, Missing or Damaged Item
- We photograph your order before they are shipped out to ensure you are receiving your order correctly and in perfect condition. However, we know that things can happen. So if you received the wrong, incomplete, or damaged order, please email email@example.com with a photo of the packaging and product/s in the manner you received them within three (3) days of receiving the order. Please do not use the product/s while we are investigating the matter. Using the product/s while under review would constitute acceptance of the product in the condition it arrives in, and will therefore be ineligible for any claims. As soon as we verify the claim, we will provide instructions on how to proceed.
- For incorrect order, you will be asked to return the product/s. We will provide you a return label.
- For damaged order, you will be asked to return the product/s. We will provide you a return label. You have the option to choose between a store credit or full refund.
- For missing order, you will receive the missing item.