HOW DO I MAKE A RETURN?
To make things easier for you, we now offer free returns by mail for all online orders.
Please note: In-store purchases cannot be returned by mail and exchanges must be done at store level.
A. RETURNING BY MAIL:
1. FIND YOUR ORDER:
Log into your online account, select order history under your profile tab to find your order you wish to return an item from. If you checked out as a guest, fill out the tracking form.
2. PRINT YOUR PRE-PAID RETURN LABEL:
After locating the order, select “Print Return Label”. Your information will be pre-populated for your convenience.
Ordered as a guest? Select "Print Return Label" from the pop-up to print.
3. LABEL PACKAGE & DROP OFF:
Securely attach the return label to each package (preferably in the original packaging) and drop-off your package at any UPS office.
Important to note when packing your order:
RETURNING MULTIPLE ORDERS?
If you are returning more than 1 order by mail, each order must have its own return label and be packaged separately.
REMINDER OF WHAT CAN BE RETURNED
Make sure the items of the returned items comply with our return policy regulations below.
4. GET REFUND CONFIRMATION
Please allow up to 10 business days for your refund to be processed using the same method of payment as the original purchase. Once completed, you will receive an email confirmation.
Please note: If you purchased using a credit card, once the return is processed, please allow 3 to 5 business days for the refund to appear on your statement. Delays may vary based on your financial institution.
B. RETURNING IN-STORE:
Bring the merchandise in its original condition with a proof of purchase (receipt) back to a store near you. Your item must meet all eligibility requirements (see below).
HOW DO I RETURN AN ORDER MARKED AS A GIFT?
Refund methods differ for orders flagged as “This is a gift” for the recipient.
A. AS A RECIPIENT
In the case that you, the recipient of a gifted order marked as “This is a gift”, wants to return item(s), refunds would be credited on a new gift card and not the original sender’s method of payment. Please note that gift recipients won’t be eligible for exchanges or instant refunds on credit cards.
B. AS A SENDER
In the case that you, the sender of an order marked as “This is a gift” , wants to return item(s), it is still possible to get a refund on your original form of payment upon request. Please note: In order to receive a refund as a sender, all items must be either shipped back by mail or brought to store either by you or the recipient. See the “How to make a return” above for further information.
WHAT CAN BE RETURNED OR EXCHANGED?
The following Eligibility Requirements must be met in order for an item to qualify for a refund or exchange:
- The order was placed within the last 30 days (this date can be found in your order confirmation email).
- The product is unworn, unused and unwashed.
- The product has its original price tags attached.
- Intact shoes can only be returned or exchanged if they are in original condition with protective film (if applicable).
Final sale on:
- Earrings, fragrance and beauty products.
- Clearance products in the sale section with “Final sale” in the product name.
- Gift cards and/or e-gift cards.
WHAT DO I DO IF I RECEIVED DEFECTIVE ITEM?
In circumstances where you consider a product to be defective, please bring the merchandise you wish to return in-store or email us at firstname.lastname@example.org the following:
- A clear photo of the defective item.
- Your order number.
Our customer service team will be happy to give you a full refund if your item is defective. The disposal or return of your defective item will be advised by our customer service team.
*If you received a garment with security tags still on it, please contact us for an immediate refund.
Please note: Returns for purchases made in-store must be processed in-store.
HOW DO I MAKE AN EXCHANGE?
Exchanges can only be done in-store, including for items purchased online.
If you wish to exchange an item bought in-store or online for another product, you can do so in the respective banners stores. Garage and Dynamite orders must be exchanged separately. We do not process exchanges by phone or online at this time.
To exchange a product, bring your merchandise into a Garage store with a proof of purchase (invoice) within 30 days of purchasing the item. Exchanges cannot be processed without original receipts and must meet all eligibility requirements outlined above.
HOW WILL I BE REFUNDED?
FOR RETURNS BY MAIL (ONLINE ORDERS)
Refunds will be issued within 10 business days after we received the returned items, using the same method of payment as the original purchase. Shipping charges, including sales taxes on shipping charges, are not refundable.
If your original purchase was a gift card/e-gift card, you will be refunded on the original gift card used to place payment. If you lost or discarded your gift card after purchase, your gift card information can be retrieved on your returns confirmation email.
If you purchased using a credit card or debit, once the return is processed, please allow 3 to 5 business days for the refund to appear on your statement. Delays may vary based on your financial institution.
Orders purchased via PayPal will only be eligible for a refund to your PayPal account when you mail them back to us. If you return items purchased via PayPal in store, it will go back directly into your Paypal account.
FOR RETURNS IN-STORE
Refunds will be issued using the same credit or debit card as the original purchase. If you wish to return an online order in which Paypal was the method of payment, your order can now be returned and refunded in-store. If you paid by gift card, the refund amount will be transferred to a new gift card. Shipping charges, including sales taxes on shipping charges, are not refundable.
ORDERS USING PAYMENT METHOD
For more information regarding Klarna returns, please click here.
Got further questions? We’re here to help.
Consult our FAQ for further information or do not hesitate to contact our customer experience team.
Email us or call 1-888-342-7243.