Step 01
Start your request
Contact support or open your order details and provide your order number, the item you want to return, the reason for the return, and clear photos if the item is damaged, incorrect, or not as described.
Returns and Refunds
Return Policy
We want buyers to shop with confidence while also protecting sellers from unfair return abuse. This policy explains when returns are accepted, what items are excluded, how refunds are handled, and what to do if an order arrives damaged, incorrect, or not as described.
Eligibility
When a return can be accepted
- Return requests must be started within 14 days of delivery unless a listing states a shorter non-returnable condition or the item arrived damaged, defective, or materially different from the listing.
- Items must be returned in the same condition received, unworn or unused when applicable, with original tags, packaging, accessories, and any included documentation.
- Made-to-order items, personalized items, intimate goods, perishable goods, digital products, and final sale listings are not eligible for buyer’s remorse returns unless they arrive damaged, defective, or incorrect.
- For vintage, handmade, one-of-a-kind, or pre-owned products, minor variations, patina, and signs of age consistent with the listing are not considered defects.
- Returns sent without approval, with missing parts, or showing new wear, damage, or alteration after delivery may be denied or partially refunded.
Excluded items
Non-returnable categories
- Custom, personalized, or made-to-order products
- Final sale or clearance items clearly marked as non-returnable
- Perishable products and consumables
- Digital downloads, gift cards, and other non-tangible items
- Personal care or intimate-use items once opened
- Items returned in materially different condition than delivered
Process
How to return an item
Step 02
Wait for approval and instructions
Once reviewed, you will receive return approval, shipping instructions, and whether a prepaid label is being provided. Do not ship a return before approval.
Step 03
Pack and send the item
Securely repackage the item to prevent transit damage. If a label is provided, use it exactly as issued. If you purchased your own shipping, use a trackable service and keep the receipt and tracking number.
Step 04
Inspection and refund
After delivery back to the return destination, the item will be inspected. Approved refunds are typically processed to the original payment method within 5 to 10 business days after inspection.
Refunds
Refund timing and deductions
- If the return is due to damage, defect, wrong item, or an item materially not matching the listing, the seller or platform may provide a prepaid label and refund the item price plus original shipping when appropriate.
- If the return is requested for buyer’s remorse, fit, preference, or no longer needed, original shipping charges are generally non-refundable and return shipping may be deducted from the refund unless stated otherwise by the seller.
- If the returned item arrives used, incomplete, damaged due to poor packaging, or otherwise reduced in value because of handling beyond what is necessary to inspect it, the refund may be reduced to reflect the loss in value.
- Refunds are issued to the original payment method only. Shipping carrier delays, customs duties, and third-party fees are generally not refundable unless required by law or caused by seller error.
Exchanges
Replacement policy
- Most marketplace orders are refunded rather than exchanged because inventory can be limited or one-of-a-kind.
- If a replacement is available, the seller may offer an exchange or replacement shipment after the original item is returned or the issue is verified.
Cancellations
Order cancellation rules
- Orders may only be canceled before shipment or production begins.
- Custom or made-to-order items may not be cancelable once work has started.
- If an order has already shipped, the standard return process applies instead of cancellation.
Damaged or incorrect items
When something went wrong
If your order arrives damaged, defective, incomplete, or materially different from the listing, report the issue within 72 hours of delivery whenever possible. Include clear photos of the item, the packaging, the shipping label, and any visible damage. This helps speed up review and may be required for carrier or seller claims.
Depending on the issue, the resolution may include a replacement, partial refund, full refund after return, or in some cases a refund without requiring the item to be sent back.
Important notes
Additional policy terms
Return windows are measured from the carrier-confirmed delivery date, not the order date.
Buyers are responsible for securely packaging approved returns unless a return kit or prepaid label is supplied.
Refusing a package, filing a chargeback without first seeking support, or sending a return to the wrong address may delay or void eligibility for a refund to the extent allowed by law.
This policy applies in addition to any mandatory consumer rights that cannot be waived under applicable law. Where local law provides stronger protections, those rights will control.
Need help?
Contact us before sending anything back
For the fastest help, include your order number, the item name, the reason for the return, and any relevant photos. Returns should only be mailed after you receive approval and instructions.