Do not return any items unless you’re asked to do so by a member of our support team. Sending an item without being instructed or without initiating a request form may result in a much slower turnaround time for us solve your problem.
Like we describe in this article, we may or may not accept returns and/or exchanges, depending on the circumstance you may have encountered.
After your request has been reviewed and approved by our Customer Support team (where we determined if the mistake was on our end), we will send you a return label so you can send your item back to us, free of charge, in order to proceed with an exchange for you.
Complete exchange process:
- Once we have received your returned item for exchange, we will inspect it in order to approve the exchange. Please see the requirements for approval of item exchanges here.
- Once the exchange has been approved, we will send you a store credit code for the same amount of the item you wanted to exchange.
- The store credit code will be linked you your account’s email address you have registered with us, or the one used for the order where the item you need to exchange is.
Sometimes, depending on each case, we may decide not to ask you to return the item and give you a store credit in order to solve your problem quicker.
In addition, depending of the specific circumstance you had, we may also offer you some store credit/discount in appreciation and apology for the trouble created.