Returns
RETURNS
Retail store purchases are eligible for in-store return or exchange within 30 days of purchase. All returns and exchanges are subject to the following guidelines:
- Items must be in new, unused condition
- A receipt must accompany all returns
- Refund will be made back to the original form of payment
- Items marked final sale including "As Is" items, Patina products, Mystery Boxes, and prototypes are ineligible for return or exchange
- Gift cards are final sale
Returning an online order to a retail location? NO PROBLEM! Please bring in your items purchased online within 30 days of delivery in the condition they arrived in. We ask that you have your order number ready for us so we can expedite your refund.
Shipping Claims: If you purchased Checkout+ “Free Return Shipping & Package Protection” on your order, please submit your shipping claim through our portal below. If you did not include Checkout+ and would like to report a shipping issue, please contact us directly by filling out our Contact Form. Please note: claims on non-covered orders may not be accepted.
For a mail-in return of an online order, please click the link below.
For all eligible orders, please complete the process for an online return within 30 days of delivery using our Returns Portal above. We do not currently offer a direct exchange option, but if you are wishing to exchange your order, you can do so by opting for merchandise credit and using that credit to place a new order as soon as it's been issued. Merchandise credit will be issued and sent to your email address as soon as the return label receives an in-transit progress scan.
To be eligible for a return, your item must be unused and in new condition. Bags should be returned as they were shipped, with tissue stuffed inside and handles carefully folded to avoid any damage. There are certain situations where only partial refunds may be granted (if applicable), such as an item not in its original condition, being damaged, or missing parts for reasons not due to our error.
We pride ourselves on keeping our quality products affordable, and we do not inflate our prices to cover shipping charges back and forth. This means that all orders are charged a non-refundable original shipping fee. For orders that do not include returns shipping coverage, refunds of returned products will have a flat-rate return label fee deducted from their total. Packages weighing 1+ lbs will incur a $14.95 fee, while packages weighing under 1 lb will incur a $6.95 fee. Orders including Checkout+ “Free Return Shipping & Package Protection” will receive a free return label and full product refund, as well as the option for package pickup at their home address for a separate fee. Original shipping fees remain non-refundable for all orders. Checkout+ "Free Return Shipping & Package Protection" is non-refundable.
To reach out to Customer Service please Contact Us
All Mystery Boxes are final sale and cannot be returned or exchanged.
We reserve the right to refuse returns that do not meet these criteria. If you received an incorrect or damaged item, please use the portal above to contact us immediately.
GIFT RECEIPTS
Gift receipts can be created for part or all of any order. Please have your order number and shipping zip code ready to create your Gift Receipt
REFUNDS
Once your return is received and processed, you will receive an email notification and your refund will be issued immediately. Merchandise credit refunds will be issued via digital gift card code with a one-year expiration date and sent to your email as soon as your return receives an in-transit progress scan.
Original payments made using a Gift or Merchandise Credit Card and Credit/Debit Card will be refunded to the original Gift/Credit Card first with any remaining balance refunded to the Credit/Debit Card.
Please allow up to 10 business days for your return to be processed after it arrives in our facility.
CLAIMS
If you purchased Checkout+ “Free Return Shipping & Package Protection” on your order, please submit your shipping claim through our Returns Portal.
If you did not include Checkout+ and would like to report a shipping issue, please contact us directly by filling out our Contact Form. Please note: claims on non-covered orders may not be accepted.
For additional details, please visit our FAQ page
LATE OR MISSING REFUNDS (if applicable)
Please note that it can take some banks 1-2 weeks to process your refund, so if your funds have not yet arrived in your account, please contact your bank or credit card company for more information.
If your bank is unable to assist, please contact us above.