We're here to help
Help & Support.
Questions about an order, a return, or a payment? Find quick answers below, or reach our team directly — usually within a few hours.
Shipping policy
Orders are processed within 1–2 business days. Once shipped, you'll get a tracking link by email — delivery times depend on the method you choose at checkout.
| Method | Estimated time | Cost |
|---|---|---|
| Standard shipping | 4–7 business days | Free over $60, otherwise $5.99 |
| Express shipping | 2–3 business days | $12.99 |
| International shipping | 7–14 business days | Calculated at checkout |
If your order is delayed or shows no tracking movement for 5+ days:
- Double-check the tracking link for carrier-side delays before contacting us.
- Email support@example.com with your order number — we'll investigate with the carrier directly.
- If a package is confirmed lost in transit, we'll send a free replacement or a full refund, your choice.
Returns & refund policy
Not the right fit? You can return most items within 30 days of delivery for a full refund or exchange.
- Items must be unworn, unwashed, and with original tags attached.
- Footwear must be returned in its original box.
- Final-sale and clearance items are not eligible for return.
- Return shipping is free for store credit; a $4.99 label fee applies for refunds to your original payment method.
| Item condition | Eligible |
|---|---|
| Unworn, tags attached, within 30 days | Eligible |
| Worn, washed, or missing tags | Not eligible |
| Final sale / clearance items | Not eligible |
| Requested after 30 days | Case by case |
Refund timing: once we receive your return, refunds are processed within 3–5 business days and typically appear on your statement within 5–10 business days, depending on your bank.
To start a return, go to Track an order in the footer, or email us your order number and we'll send a prepaid return label.
Damaged, defective, or wrong item
If something arrives damaged, faulty, or isn't what you ordered, it's on us — no return shipping fee, ever.
- Contact us within 7 days of delivery with your order number and a photo of the item.
- We'll send a free replacement right away, or a full refund if the item is out of stock.
- You won't need to pay for return shipping on our error.
Payment problems
We accept all major debit/credit cards, PayPal, and popular mobile wallets. If a payment fails or you're charged twice:
- Failed payments are never charged — check with your bank if funds appear "held," they usually release within 3–5 days automatically.
- Duplicate charges are refunded automatically within 24 hours; if not, contact support with both transaction IDs.
- Promo codes must be applied before checkout and can't be added retroactively.
Order changes & cancellations
You can cancel or edit an order (size, address, etc.) for free within 1 hour of placing it, before it enters processing.
- After that window, the order is locked in for fast dispatch and can't be changed — you're welcome to return it once delivered instead.
- To cancel in time, email or live-chat us immediately with your order number.
Frequently asked questions
Where is my order?
Once your order ships, you'll get an email with a tracking link. You can also check status anytime via "Track an order" in the footer using your order number and email.
How do I start a return or exchange?
Go to "Track an order," select the item(s) you want to send back, and choose refund or exchange. You'll get a prepaid label by email within a few minutes.
My package shows "delivered" but I never got it — what now?
First check with neighbors and your building's front desk — carriers sometimes mark packages delivered a little early. If it's still missing after 48 hours, contact us with your order number and we'll open a carrier investigation or send a replacement.
Can I change my shipping address after ordering?
Yes, within 1 hour of placing your order — just email or live-chat us right away. Once the order enters processing, the address can no longer be changed.
Do you ship internationally?
Yes, to most countries. Delivery takes 7–14 business days, and any customs duties or import taxes are the customer's responsibility, calculated at checkout where possible.
How do I use a promo code?
Enter it in the "Promo code" field on the cart page before checkout. Codes can't be applied retroactively to orders already placed.
Send us the details.
Include your order number if you have one — it helps us answer faster. Our team replies within 24 hours, usually much sooner.