FAQ

The return policy during the End of Season Sale differs from the standard return terms and applies only to items purchased as part of that promotion. Products discounted between 20% and 30% may be returned within 14 days from the delivery date, but only for store credit rather than a refund. Any items discounted at 40% or more and labeled as final sale cannot be returned, exchanged, or refunded under any circumstances. Customers are encouraged to review the regular return guidelines for further details about fees and procedures.

Orders placed during sale periods may take slightly longer to process due to higher demand. Typically, fulfillment is completed within 3 to 7 business days, and delivery is expected within 12 business days. Delays may occur during peak periods, but the team works to dispatch all orders as quickly as possible.

For customers in the United States, returns are accepted if items are unused, unworn, and in their original condition with all tags and liners attached. Requests must be submitted within 14 days of delivery. Once the returned package is received, refunds, store credits, or exchanges are processed within 14 business days. Refunds are issued only to the original form of payment. A processing fee of 4% of the item value is applied to returns, capped at $18 per order. Shipping costs and insurance fees are not refundable.

For customers outside the United States, including regions such as Singapore, returns are also accepted provided items remain in original condition. However, these returns must be sent back to the U.S. warehouse, and customers are responsible for all associated shipping costs, duties, taxes, and customs paperwork. Any complications during customs clearance that result in delays or returned packages will make the return ineligible for a refund. Exchanges are not offered for international orders. Refunds exclude any shipping charges, duties, or taxes, and Route Shipping protection fees are also non-refundable. Return requests must be made within 14 days of delivery, and processing takes up to 14 business days after the item is received. A processing fee of 4% applies, with a minimum of $6.50 and a maximum of $18.

Customers are advised to obtain proof of postage when sending returns, as lost returns without documentation cannot be processed. While customers in the U.S. and Australia may use a provided return label or their own, international customers must arrange their own return shipping.

Returns and exchanges can also be completed in-store if the purchase was made online or through the official retail boutique. All returned items must meet the same condition requirements and be submitted within 14 days of purchase. Purchases made through third-party retailers must follow those sellers’ policies.

If an item arrives damaged, incorrect, or faulty, customers must report the issue within 14 days of receiving the order. After this period, support may no longer be available. Shipping timelines vary by region, but most deliveries occur within 3 to 12 business days after fulfillment. Expedited shipping options are available for U.S. customers, with specific cut-off times for same-day processing.

In cases where a package is marked as delivered but cannot be found, customers are encouraged to check with neighbors, carriers, and local postal services. Route Shipping Insurance may provide coverage for lost items, though claims must be filed directly through their platform.