Returns
If it is wrong, send it back. The window and the rules are below, in the order you will need them.
| How long you have | See the window shown on your order page |
|---|---|
| Condition | Unused, with the packaging it arrived in |
| Who pays return postage | We do, when the fault is ours. You do, when you changed your mind. |
| Refund lands | On the card that paid, 5 to 10 business days after we receive it |
| Send it to | 12 Ferry St, Newark, NJ 07105 |
Starting a return
Open your order page from the link in your confirmation email, or from your account, and choose the lines you want to send back. Tell us why in a sentence. We answer within one business day with either a prepaid label or the address to post it to.
No order link to hand? Ask us to send it again.
What we take back
Anything unused, in the packaging it came in, inside the window on your order page. If a seal has to be broken to use it, an unbroken seal is what unused means.
What we do not take back
Made-to-order and personalised items, because there is nobody else to sell them to. Anything perishable. Gift cards. Digital downloads once the file has been fetched. These are named on the product page before you buy, not discovered afterwards.
None of this limits a right you have by law. If an item is faulty or not as described, the paragraph above does not apply and you are entitled to a repair, a replacement or a refund.
Faulty, damaged or not what you ordered
Email hello@example.com with a photograph and your order number, within 48 hours if the box arrived damaged. We pay the return postage and we send a replacement or refund you in full, including what you paid to have it delivered. You do not need to argue the point.
Exchanges
We refund the return and you place a new order. It is faster than holding a size against an incoming parcel, and it means you are never waiting on stock that moved while your return was in transit.
When the money arrives
We issue the refund the day the return is checked in. Your bank decides when it posts, and most take 5 to 10 business days. The statement usually shows the date of the original charge rather than the date of the refund, which is why a refund can look like it never happened until you scroll back.
Store credit, if you asked for it instead, is on your account the same day and does not expire.
Questions
Write to hello@example.com or call (973) 555-0100. A person reads it.