You submitted your return. Now what? Here's exactly what happens at each step so you're not left guessing.
Step 1: You Ship the Item
After submitting your return through the Returns & Exchanges Portal, you'll receive a confirmation email with your return details.
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US and UK customers: Your prepaid shipping label is included. Print it, attach it to the package, and drop it off with the carrier.
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All other countries: You'll need to ship the item back at your own expense using the return address provided.
Ship with tracking. This is important. We can't process what we can't confirm receiving.
Step 2: We Receive Your Return
Once the package arrives at our facility, our team inspects the item to confirm it meets return conditions (unused, unwashed, tags attached).
Typical inspection time: 1 to 3 business days after delivery.
You'll receive an email notification once the return has been processed.
Step 3: Your Resolution is Processed
What happens next depends on what you chose in the portal:
If you chose an exchange:
- Your replacement item ships once the return is inspected and approved.
- You'll receive a shipping confirmation with a tracking number.
- Delivery time depends on your location and the shipping method.
If you chose a refund:
- Refunds are issued to your original payment method.
- Allow up to 7 business days for processing on our end.
- It may take an additional 2 to 5 business days for funds to appear in your account, depending on your bank.
If you chose store credit:
- Credit is applied to your account immediately upon return approval.
- International customers receive a bonus incentive on top of the credit amount.
Common Questions
"My return was delivered but I haven't heard anything." Allow 1 to 3 business days for inspection after delivery. If it's been longer than 5 business days with no update, reach out to us.
"I submitted an exchange but my replacement hasn't shipped." Replacements ship after the returned item is received and inspected. If it's been more than a week since your return was delivered and you haven't received a shipping confirmation, contact us.
"I started a return but can't find the shipping label." Log back into the Returns & Exchanges Portal with your order number and email. Your label should be available there. If it's not, reach out through the chat widget.
Need a status update? Contact us via the chat widget on our site or reply to any support email. Have your order number ready.