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make it right.
our new flexible exchange policy to make things more clear
so here's the deal
your product is made to order (meaning it was made specifically for you), so we can't facilitate cash refunds in every scenario.
we will facilitate refunds in the event of ...
defects
if there is a manufacturing defect with the product that's 100% on us, and we will facilitate a full exchange or refund of the product. You can submit photos of the defects to our customer support team and we will make it right.
damaged in transit
if your package arrives damaged, please document it and we can make an insurance claim with the delivery service provider, at that point we will be able to facilitate a refund or exchange (up to you)
incorrect product
if we send you the wrong product, that's 100% on us, and we'll gladly facilitate the return or exchange. If you're happy with the product you received (even if there is a mistake), we are happy to provide you compensation for a future purchase!
everything else falls into our "make it right" system
first things first - we need to know about any issues within 30 days of your garment arriving.
exchanges are always possible!
however there are a few things you should know
potential restocking fees
if you want to exchange something due to personal taste, or a selection that was placed in error, we are happy to facilitate that exchange for you, there may be a restocking or transit fee involved with returning the existing product, and the remake or reshipment of your product (up to a maximum of $24.99)
some sale items are "final sale"
every now and then we'll have a clearance sale (score!), some items are not subject to this return and exchange policy and will be marked as "final sale". in those circumstances we highly suggest double checking your size and ensuring you're ordering the correct product. if the product is defective, we will exchange or replace the product for you.
sizing related exchanges
if you have decided to size yourself, and not used 3D look or a slø sizing specialist, you can still exchange your jeans, they will however be subject to a re-make fee ($10-$25). If you followed our sizing instructions and used our 3D sizing tool "3D Look" to create a sizing profile we've got you covered. If you manually submit your measurements to a sizing specialist please ensure they are correct before submitting. If you ordered against our sizing recommendation, or off of the sizing chart and we do not have a reference sizing profile, we will be happy to facilitate a remake or exchange, but potentially may charge a restocking, re-make, or transit fee. The safest bet is to use our free size specialist service selectable in our builder.
mistakes happen (on both sides!) we're all human, and we're here to work together to make it right.
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