_Returns and Refunds Policy
Last Revised on: May, 20, 2018.
Our Refund Policy covers your orders with a 30-Day Money Back Guarantee for 30 calendar days after confirmation of delivery by the carriers. If 30 days have gone by since you’ve received your purchased products, unfortunately we cannot offer you a refund or exchange.
Any returns or problems that occur because of an error on our part (e.g., misprints, product defects, etc), or due to courier errors (e.g., packages lost or damaged during transportation, misrouted packages, etc), or when the tracking information provides no clear details or cause, will be handled at our expense. If a refund is applicable we will refund you the costs for the products and shipping. However, on cases where you would like to exchange or return a product without any defect, or due to a wrong size being ordered, for example, you will be responsible for the shipping costs the second time. When your products are returned to us, we will contact you regarding the return and to process the possible second shipping or refund to you.
In the rare cases that a parcel is marked as delivered by the courier, but the recipient reports they have not yet receive their products, we will not cover the cost of reshipping the order. Again, this only applies if the tracking details state that a delivery was made to the recipients address. In most instances, it is found that the delivery was made, but left in an unexpected location at a recipient’s address. We’re not yet able to assist with filing claims with shipping carriers, and you should reach out to the courier and inquire if any additional details were left by the delivery person – e.g. “family member named X received and signed for the parcel”, or ”left under table on back porch.”
2. Sale Items
Only regular priced items are subject to be returned and exchanged. Products bought while on sale for discounted prices cannot be returned and exchanged. You can, however, request a refund if you receive a defective product or a product that was damaged during transportation, even if it was bought on sale.
3. Returns and Exchanges
To be eligible for a return and exchange or refund, your item(s) must be completely unused and in the same condition that you received it (and it must also be in the original packaging) and no more than 30 calendar days must have passed since you received your item(s). To complete your return, we require a receipt or proof of purchase (e.g., the invoice for your order), and in case of damaged or defective products, photographic documentation of the problems you’ve found. This is better explained below in Section 5. Conditions for Processing Returns, Exchanges and Refunds.
If the reason for returning any product IS NOT due to an error caused by either us or the courier responsible for the delivery, but is actually a motive on your part (e.g, you bought the wrong size of a clothing piece and want to exchange it for a different size), it is your responsibility to pay for the shipping costs incurred in the next shipping for the new items.
To prevent this Refund Policy from being abused, we only allow 1 (one) return/exchange per order.
When applicable, refunds are sent back by the same method you used to pay for your purchase. If you paid using your Paypal wallet, you will receive the refund on your Paypal account. If you paid using a Credit Card the amount paid will be returned to the same credit card used during checkout.
Refund may take up to 7 (seven) business days to be processed after we received and inspected your returns. Once your returned products are received and inspected, we will send you an email to notify you that we have received your returned items. We will also notify you of the approval or rejection of your refund. If approved your refund will be processed, and the credit will automatically be applied to your original method of payment, within 7 (seven) business days.
5. Conditions for Processing Returns, Exchanges and Refunds
(i) To be eligible to request a return and/or exchange of your order, please make sure you are able to fulfil all the requisites in the following list:
- No more than 30 calendar days must have passed since you’ve received the products (confirmation of delivery by the courier designated for shipping your products).
- The products you received, and intend to return, must be completely unused and in the same condition that you received them, and they must also be in the original packaging.
- You must have kept your order’s invoice as a proof of purchase (save either a physical or photographic copy with you for future reference). You’ll need to send it back with your returned items.
- If you received a damaged or misprinted product you must photograph the product to document the damage and send us the pictures.
- When returning your order please use a trackable shipping service or purchase shipping insurance. We can’t guarantee that we will receive your returned products if they are sent without tracking info.
(ii) There are certain situations where we are unable to issue a refund, or only partial refunds will be issued, including, but not limited to:
- Apparel items with obvious signs of use.
- Apparel items that has been opened, removed from and it’s missing its original package.
- Any item not in its original condition, that is damaged or has missing parts, for reasons not due to our error.
- Returned items are different from what was ordered.
- Any items that would be returned more than 30 days after being received.
Please only return your items after running through these lists AND contacting us first so we can start processing your return.
6. How to Request an Exchange
Please go through the checklist described above in Section 5. Conditions for Processing Returns, Exchanges and Refunds. If you’re sure you’re able to check all the items listed in paragraph (i), please send us an email to the address to “[email protected]” with the subject line “Return/Exchange Request”, and wait for our reply with the next instructions. If you are returning any items due to damage found in the products, please attach the photographs you took from the products in this same email to speed our verification process.
7. How to Request a Refund
Please go through the checklist described above in Section 5. Conditions for Processing Returns, Exchanges and Refunds. If you’re sure you’re able to check all the items listed in paragraph (i), please send us an email to the address to “[email protected]” with the subject line “Refund Request”, and wait for our reply with the next instructions. If you are returning any items due to damage found in the products, please attach the photographs you took from the products in this same email to speed our verification process.
8. Unclaimed Returns
Products that returned to us, either by the buyer or by the courier, are considered unclaimed if are not able to resolve together with you (e.g., we don’t obtain response or claim from you on) how to handle the exchange or refund within 30 calendar days after we received the returned products.
Returned products will be considered unclaimed if:
- You returned the products to us, either for an exchange or to claim a refund, but we were unable to contact you afterwards and/or we didn’t receive any response from you after we notified you that we received the products, and we were unable to proceed with the next steps of the process of exchange/refund.
- The courier (FedEx or USPS) wasn’t able to deliver the products due to invalid recipient information or wrong shipping address (informed by you during checkout), and returned your order to us. In this case we will notify you of the return and inquire how you want to proceed, but if we don’t hear back from you within 30 calendar days, the returned order is considered unclaimed.
When the returned products are deemed unclaimed, they are donated to charity, and we cannot process any additional form of exchange nor issue refunds.
9. Late or Missing Refunds (if applicable)
If your refund was approved, and you were notified about it, but haven’t yet received it after 7 (seven) business days have passed, first check your bank account again in case of credit card payments, or your Paypal account’s activity summary if that was your method of payment. Then contact your credit card company, it may take some time before your refund is officially posted and appear on your card statement. Next contact your bank. There is often some processing time before a refund is posted on your bank statement.
If you’ve done all of the above and can’t still identify your refund, please contact us at [email protected] so we can verify what’s happening.
10. Addresses for Shipping your Returns
To return your products you must ship everything (including the original packaging) back to the warehouse from where the items were shipped to you.
For products received from our United States warehouse, ship them back to:
19749 Dearborn St, Chatsworth
Los Angeles, CA 91311
For products received from our European warehouse, ship them back to:
Ojara Vaciesa iela, 6B,
11. Contact Information
If you have any questions not answered in this policy or need help with or instructions to carry out a return or exchange, or want to request a refund, please email us at the address “[email protected]” and include “Return/Exchange” or “Refunds” in the subject line.
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