Step 1: Send us what we need
To begin the approval process, please reply with the following: your order confirmation number, photos of the product and its packaging to confirm it is protected for the return journey, your reason for the return or exchange, and any additional notes that may be helpful.
Missing information will delay approval, please include everything in your first reply.
Step 2: We review and approve
Once we have everything, our team will review your case. We will confirm whether it is approved and let you know the next steps.
A return or exchange is subject to assessment and approval. Submitting information does not mean the return is approved.
Step 3: Schedule your pickup
After approval, we will need your pickup address, your best contact phone number, and your preferred date and time so we can schedule your pick up. Returns cannot be processed without a confirmed pickup appointment.
Exception: If your return qualifies as a small parcel, you may drop it off using the prepaid, approved return label we provide. We will advise you which carrier to use (e.g., UPS, FedEx, Air Road or another approved small‑parcel partner). In these cases, a scheduled pickup is not required.
Step 4: After pickup
Once your item has been received at our warehouse, we will process your case right away.
For exchanges, your replacement order moves to fulfilment status after the return is confirmed received at our warehouse.
For refunds, the amount is issued to your original payment method. Please allow 5–10 business days after the refund is issued for it to appear in your account, the exact timing depends on your bank.
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- Returns and Exchanges: What You Need to Know
- Returns and Exchanges: Common Questions