If you believe there is an item missing from your order, you must provide us an image of your original packing slip. All inventory is scanned while fulfilling orders to ensure your order is fulfilled correctly. Please note that without the aforementioned packing slip, we will not issue a replacement or refund.
Sale and Clearance Items
Only regular priced items may be returned, items on sale or marked clearance cannot be returned. Items marked final sale are not eligible for return.
Gift Cards
Gift cards are non refundable and do not expire.
Adult Styles
Adult Styles are made to order and eligible to return for store credit only.
Sales Events
Orders placed with discount codes 25% or greater will only be eligible to return in the form of store credit. Purchases made during Black Friday week, items marked down on sale, final sale or clearance are not eligible to return or exchange.
Holiday Items
Holiday items may be returned 14 days prior to holiday only. Once holiday is within 14 calendar days, items are not eligible for return.
Shipping Return Items
You must take care to ensure that the goods are properly packaged so that they will not be damaged while in transit. If the product is found damaged or used beyond what it takes for us to reasonably inspect it, then we may reject a refund. Returns must be sent back and postmarked within 14 days of approval.
Exchanges
If you are exchanging your items, please process your original order as a return and make sure to send back the items within 30 days to avoid being ineligible for a refund. You will need to place a new order for the new piece. We will send this new order within our shipping timeframes. The original order will be refunded once received, approved, and processed.
Lost/Stolen Packages
If your items are lost or stolen, we recommend you contact the shipping provider to open an investigation. We are not responsible for these packages, it is your responsibility to ensure you have a safe, secure space for your deliveries to be dropped off.
International Returns/Cancellations
If you request a refund on an order that hasn’t been fulfilled yet, then we can refund the duties and import taxes.
If you request a refund on an order that has already been fulfilled, we cannot return any funds that have been used to purchase DDP labels.
Contacting us
For more information on returns and exchanges, send an email to returns@tenthandpine.com