Returns & Exchanges
Within 30 days of your purchase date, we will gladly refund the cost of goods when you return your return-eligible merchandise with tags, unworn and unwashed through our easy return process.
In very few circumstances we have had to deny a request when all of our terms and conditions are met.
Returns are as easy as 1, 2, 3
Please read this entire page before submitting your refund request and shipping us your *return-eligible merchandise.
1. We cannot return/refund the following:
- Intimates of any kind. This includes but is not limited to shapewear, bras, tank tops and camisoles, and underwear)
- Skin and hair care products
- Products given to you FREE, or in a Giveaway or contest as a prize
- Gift cards
- Items marked "FINAL SALE"
- Tags still on garments
- Free from foreign smells (ie: tobacco, pet, perfumes)
- Free from pet hair/dander, etc
- Folded nicely (not rolled or crumpled)
- Breakable items must be packed and shipped back to us properly. We cannot accept returns that break during transit.
Returns must be postmarked within 30 days of your purchase date. Customers are responsible for all return shipping costs.
Once received by our warehouse and marked ‘approved condition’, your refund will be processed via the original form of payment used to make the order. Refunds are typically processed within 2-4 business days of receiving the return. In rare cases, it may take up to 10 business days for your return to be processed.
If returns are sent to our warehouse that do not meet the qualifications stated above for return, they will not be refunded nor will they be shipped back. Again, please be sure to review the entire returns pages before sending a return.
We do not technically make exchanges. The original order will first need to be cancelled or refunded (after goods are returned, if eligible), and then a NEW order will need to be placed for the product(s) or size(s) you want. We cannot edit an order (such as size or style) once it has been submitted.
How Long Do I Have To Make A Return?
Items will not be eligible for refunds after 30 days from the date of your purchase. If your item was purchased as a ‘pre-order’ item, we will extend the return policy to 30 days from the date your item was ‘delivered’.
Orders placed between 11/15/19 - 12/23/19 will have until 1/31/20 to return eligible orders.
Order Not Received
If your order status shows "Delivered" and you did not receive the item, please do not attempt to make a return or exchange. Instead, you may follow up with the carrier listed on your order status page. Shop Skinnygirl is not responsible for lost or stolen packages.
Undeliverable / Refused Packages
Packages that are 'Refused' or 'Returned to Sender' will be processed as a return and we will not attempt to re-ship. These include orders that could not be delivered due to incorrect address information entered during the ordering process.
These types of returned orders are eligible for a refund for the cost of goods. Shipping costs (if applicable) will not be refunded.
Defective Items Received
If you feel the product you received is defective, please submit an email, within 7 days of delivery date, to customer support at email@example.com with subject “Item was received defective”. Please attach photos in your email showing the defective area of your product along with a brief description of the defect. Our customer support team will reach back out to you within the next business day of your email with follow up instructions to be determined on a case by case basis.
In order to resolve the issue as quickly as possible, please DO NOT attempt to send defective items back as a return.
If you feel the product delivered is not the product you ordered, please submit an email, within 7 days of delivery date, to customer support at firstname.lastname@example.org, with the subject line “Order Discrepancy”. Please attach photo(s) of the item(s) you received. Our team will be sure to review your order and send instructions on how to proceed once we receive the photos. If it was an error on our part, we will be sure to send you the corrected items at no cost to you.
Order Cancellations & Edits
Please be aware that if the warehouse has started processing an order for shipping, it cannot be canceled. For certain select items, orders cannot be canceled once they have been submitted due to quick order processing time.
In order to attempt an order cancelation before processing, you must send an email immediately after placing your order to customer support at email@example.com, with the subject line “Cancel Order”.
We are only able to process requests for cancelation during office hours Monday-Thursday.
Once an order has been submitted, we are unable to edit that order.
If you need to change a ‘ship to’ address, please notify to customer support immediately after placing the order at firstname.lastname@example.org.
If your order has already been processed by the warehouse, the order will be shipped to the address submitted at the time of purchase.
It is the customer’s responsibility to make sure that information entered on an order is correct before submitting an order. Shop Skinnygirl is not responsible for replacing orders that have incorrect ‘ship to’ or other incorrect information entered by the customer. Orders with incorrect information due to customer error, will not be eligible for refunds if the item was not received by customer placing the order.
If you have any questions or concerns, we will be happy to help! You may call us at 855-375-4477 between 9:00 AM and 4:00 PM PST, Monday through Friday. Or email us anytime at email@example.com.