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Returns & Exchanges

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What is Storelli’s return policy?

We want you to feel confident ordering Storelli gear. If something doesn’t work out, we offer an easy return process through our Returns & Exchanges Center, no matter where you are in the world. 👉 Start your return or exchange here: Returns & Exchanges Portal General Policy - You have 30 days from delivery to return items. - Items must be unused, unwashed, and in their original packaging with tags attached. - It’s okay to try on gear for fit, but it must be returned in new condition. Returns & Exchanges by Region United States, Canada, Germany, France & Netherlands - Exchanges: Free and easy through the Returns Center. - Returns: Returns incur a $6 fee, deducted from your refund. Rest of the World - Exchanges: Not available directly. Customers should return items and place a new order for replacements. - Returns: Returns incur a $3 handling fee. Customers must provide their own return label. - Store Credit + Bonus: To help offset return shipping costs, we offer store credit and a shop now bonus incentive. This makes placing new orders easier for international customers. Refunds - Refunds are issued once returned items are received and inspected. - Allow up to 7 business days for processing, plus 2–5 business days for funds to appear, depending on your bank. - If your order used a discount code, refunds are adjusted proportionally. Exceptions - Returns requested after 30 days are generally not accepted, though unused items may be eligible as an exception for store credit. - Damaged, used, or worn items cannot be returned. - If you received the wrong or defective item, contact us via the chat widget — we’ll make it right. Tip: No matter where you are, the easiest way to start your return is always through our Returns & Exchanges Portal.

Last updated on Sep 26, 2025

Do I have to pay return shipping?

Return shipping depends on where you’re located. All returns are started through our Returns & Exchanges Portal. United States, Canada, Germany, France & Netherlands - Exchanges: Always free. - Returns: Returns incur a $6 fee, which is deducted from your refund. Storelli provides the return label. Rest of the World - Exchanges: Not available directly. Customers should return items and place a new order for replacements. - Returns: Customers are responsible for arranging and paying for their own return shipping label. A $3 handling fee also applies. - Store Credit Option: If you choose store credit instead of a refund, you’ll receive a small bonus to help offset return shipping costs and make “indirect exchanges” easier. Tip: Always start your return through the Returns & Exchanges Portal. The portal will guide you through the correct process for your region.

Last updated on Sep 26, 2025

How do I return or exchange an item?

return or exchange, everything starts there. 👉 Start here: Returns & Exchanges Portal Step 1: Find Your Order - Enter your order number and shipping zip code in the portal. - The system will pull up your order details. Step 2: Choose Return or Exchange - Exchanges (U.S., Canada, Germany, France & Netherlands only): Select your new size or product directly in the portal. Exchanges are free in these regions. - Returns: Choose the item(s) you’d like to send back. - U.S., Canada, Germany, France & Netherlands: Storelli provides a prepaid label; a $6 fee is deducted from your refund. - Rest of World: You’ll need to upload your own return label. A $3 handling fee also applies. - If you choose store credit instead of a refund, we’ll add a small bonus to help offset your return shipping cost — making it easier to place a new order for the right item. Step 3: Prepare Your Return - Pack the item(s) securely in original packaging with tags attached. - Be sure to include the packing slip provided by the Returns Center. Not including this slip can delay the processing of your return. - Attach your return label (if applicable). Step 4: Ship It Back - Drop off the package at the carrier location listed on your label. - Once received, we’ll process your return or exchange. Step 5: Refund or Exchange Processing - Refunds: Processed within 7 business days of receiving your return. Please allow an additional 2–5 days for funds to appear depending on your bank. - Exchanges: Your replacement item will be shipped as soon as your return is confirmed in the system. Always start in the Returns & Exchanges Portal — it’s the fastest way to get your request moving. If you require support, please reach out to our team via the chat widget. We are happy to help.

Last updated on Sep 26, 2025

How long does it take to get a refund?

Refunds are processed as quickly as possible once we receive and inspect your return. Refund Timeline 1. Processing Your Return - Once your package arrives at our warehouse, please allow up to 7 business days for our team to inspect and process it. - Be sure to include the packing slip provided by the Returns Center. Not including it can delay the processing of your refund. - You’ll receive a confirmation email once your refund has been initiated. 2. Bank/Card Processing - After we issue the refund, most banks take an additional 2–5 business days to post funds back to your account. - Exact timing depends on your bank or payment provider. Refund Method - Refunds are issued back to your original form of payment (credit card, PayPal, Apple Pay, etc.). - If you selected store credit instead, credit is applied instantly to your Storelli account once your return is processed. Notes - If your order used a promo code or discount, your refund will be adjusted proportionally. - You’ll receive an email notification once your refund has been completed. - In total, refunds typically appear within 7–12 business days after you ship your return. If it’s been more than 12 business days since your return was delivered and you haven’t seen your refund, please contact us via the chat widget with your order number.

Last updated on Sep 11, 2025

Can I return an item after 30 days?

Our standard return window is 30 days from the date of delivery. We ask that all returns are started within this timeframe through our Returns & Exchanges Portal. After 30 Days - Refunds: We generally cannot issue refunds for returns made after 30 days. - Store Credit: In some cases, if the item is unused, unwashed, and in its original packaging with tags attached, we may offer store credit instead of a refund. - Bonus Incentives: If store credit is offered, we may add a small bonus to help offset any return shipping costs for a future order. Exceptions - Holidays: During peak holiday seasons, we extend the return window beyond 30 days. Exact dates will be posted on our website or included in promotional emails. - Defective or Wrong Item: If you received the wrong item or a defective product, contact us via the chat widget and we’ll make it right regardless of timing. - Other Cases: Returns past 30 days are not guaranteed and are handled individually. Items that are used, worn, or missing their original packaging/tags cannot be returned. Tip: Always include the packing slip from the Returns Center with your return. Missing slips can delay processing.

Last updated on Sep 26, 2025

What if my product is damaged or I received the wrong item?

We stand behind the quality of our gear and want you to be 100% satisfied with your order. If your product arrives damaged or you received the wrong item, we’ll make it right. If Your Item Arrives Damaged or Incorrect 1. Start in the Returns & Exchanges Portal - Go to our returns portal HERE. - Enter your order number and email address to begin the process. 2. Select “Damaged/Wrong Item” - Choose the reason that best describes the issue. - You may be asked to upload photos so our team can quickly review the claim. 3. We’ll Cover the Exchange - For damaged or incorrect items, Storelli will fix the issue at no cost. 4. Replacement or Refund - Once confirmed, we’ll ship the correct item or issue a refund to your original payment method (or store credit if preferred). If Damage Is Discovered After Use - If you notice an issue after wearing or playing in the gear discovered beyond the 30-day return window, please contact our team. - Start a chat with our support team. - Be ready to provide images of the issue so we can review it. - These cases are handled individually on a case-by-case basis. Notes - Always include the packing slip provided by the Returns Center in your return package. Missing slips can delay processing. - If your order was damaged in transit, keep all packaging and provide photos — this helps us file a claim with the carrier. Still unsure? Reach out via the chat icon. Our team will guide you through the next steps.

Last updated on Sep 26, 2025

How do international returns work?

We ship worldwide, and we want international customers to feel just as confident ordering as anyone else. Here's how returns work depending on where you are. United States and United Kingdom Customers in the US and UK receive a prepaid return shipping label through our Returns Center. The process is the same as any standard return. 1. Go to our Returns & Exchanges Portal. 2. Enter your order number and email. 3. Select the items you want to return or exchange. 4. Download and print your return label. 5. Ship the package using the label provided. Exchanges are free. Returns incur a small handling fee, deducted from your refund. All Other Countries For customers outside the US and UK, we don't currently provide prepaid return labels. You'll need to arrange and cover return shipping yourself. How it works: 1. Start your return through our Returns & Exchanges Portal. 2. Select the items and your preferred resolution (refund or store credit). 3. Ship the items back to the address provided in the portal at your own expense. 4. Once we receive and inspect the return, we'll process your refund or credit. A note on store credit: We offer a bonus incentive when you choose store credit instead of a refund. This is designed to help offset the cost of international return shipping and make it easier to reorder the right size or product. Tips for International Returns - Ship with tracking. We can't process returns we don't receive. Always use a tracked shipping method so you have proof of delivery. - Returns must arrive within a reasonable timeframe. International shipping takes longer, and we account for that. But don't wait months to send it. - Items must be unused, unwashed, and in original packaging with tags attached. Same policy worldwide. We're Working on It We know the international return experience isn't perfect yet. We're actively working to expand prepaid label coverage to more countries. For now, store credit with the bonus incentive is the best option for international customers who want to minimize costs. Need help? Reach out through the chat widget on our site or email us. We'll walk you through the process for your specific country.

Last updated on Apr 03, 2026

What if my gear is defective? Warranty and replacement claims

Storelli gear is built to take hits. But if something goes wrong with the product itself, we'll make it right. What Counts as a Defect Defects are manufacturing issues, not normal wear and tear. Examples include: - Seams coming undone after minimal use. - Padding shifting or separating from the fabric. - Fabric tearing in areas not exposed to abrasion or contact. - Shrinking or warping after following the care instructions. - Zippers, straps, or closures failing prematurely. Normal wear from regular play (pilling, gradual compression loss over months of use, turf abrasion on non-NoBurn products) is expected and not covered. How to Submit a Claim Start through our Returns & Exchanges Portal. 1. Enter your order number and email. 2. Select the defective item. 3. Choose "Defective" as the return reason. 4. Upload clear photos showing the issue. 5. Submit the claim. Our team reviews every defect claim individually. If the issue is a genuine manufacturing defect, we'll arrange a replacement. What to Expect - Review time: We typically review claims within a few business days. - Resolution: If approved, we'll send a replacement at no cost to you. If the original product is out of stock, we'll work with you on an alternative or issue store credit. - Photos matter. Clear, well-lit images of the defect speed up the process. Show the issue up close and include a wider shot of the full product. Tips - Report defects promptly. The sooner you flag an issue, the faster we can resolve it. - Follow care instructions. Washing or drying gear incorrectly can cause damage that looks like a defect but isn't. Check the care label or our care guide article for proper washing instructions. - Keep your order number handy. We'll need it to pull up your purchase details. Something not right with your gear? Start your claim through the Returns & Exchanges Portal or reach out via the chat widget on our site. We review every case and stand behind what we build.

Last updated on Apr 03, 2026

What happens after I submit a return or exchange?

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. - US and UK customers: Your prepaid shipping label is included. Print it, attach it to the package, and drop it off with the carrier. - 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.

Last updated on Apr 03, 2026