Thank you so much for shopping with us! When it comes to purchasing online we know how difficult it can be to determine what works for you. With that in mind, we are excited to offer our improved and simplified return/exchange policy and process to make returning items easy.
Our policy is valid for a period of 30 calendar days from the date of order. If you receive your order and are not satisfied for any reason you can return the product for a refund or store credit. If the period of 30 days has lapsed since the purchase, we can't, unfortunately, offer you a refund.
The online return process will generate a shipping label for the items you are returning. There is a 15% restocking fee that will be deducted from your refund once we process your return, upon receiving and inspecting the item(s) returned. We agree to waive the restocking fee, if you accept your refund in the form of store credit.
Refund requirements
The following criteria must be met to qualify for a refund:
- Product must be in original packaging with tags attached
- Product must be unused, unworn, unwashed
- Product must not be damaged
- Full priced, non discounted or final sale items.
In order to ensure the above criteria has been met, all returns will be inspected. If the product does not meet the listed criteria, we reserve the right not to issue a refund. If you receive a product that is defective, please email us right away! Defective pieces must be have tags attached, unused, unworn and unwashed.
Our bamboo content of 95% makes it a very delicate fabric that can sometimes pill from contact with other surfaces or fabrics and improper washing. Pilling is within the nature of bamboo fabric to an extent and may occur from wearing and washing. However, the fabric will remain soft. Our policy does not cover replacing items due to pilling. Please follow our wash instructions to reduce the likelihood of pilling.
Proof of purchase
To complete your refund, we require a receipt, purchase order or other proof of purchase. Please note that without the aforementioned proof of purchase, we will not issue a refund.
Changing or Canceling Your Order
If you need to cancel or update color, size, or style selections you MUST make the request within 30 MINUTES. Please double check your order before checking out and again when you receive your e-mailed invoice. Contact us if any updates are needed, and while we cannot guarantee changes can be made, we will be happy to look into your options. After 30 minutes, we will not be able to cancel your order, you can easily request a return for your unwanted items. NOTE: If you cancel an item purchased with a promotion or special deal, you may not be eligible to receive that promotion or discount again. We process orders as quickly as possible. High demand can sometimes cause certain items to sell out. If that happens to one of your ordered items, we'll email you immediately to offer another option. If no reply within 24 hours, the item will be cancelled. You won't be charged for the item or related taxes or shipping. You may see a temporary authorization on your credit card.
Missing Items
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, unfortunately sale or clearance items cannot be returned. Items marked final sale are not eligible for return.
Gift Cards
Gift cards are non refundable and do not expire.
Sales Events
Orders placed with discount codes 25% or greater will only be eligible to return regular priced items in the form of store credit. Items on sale, final sale or clearance are not eligible to return.
Holiday Items
Holiday items may be returned prior to holiday only. Once holiday has passed, 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.
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 right away.
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
