Refund policy
You have 14 days
If something does not fit or is not what you hoped for, you have 14 days from the day it arrives to request a return.
Returns are free
Once your return is approved we email you a prepaid return label. You print it, drop the parcel off, and the return shipping is on us. This applies within the continental United States. If you are in Alaska or Hawaii, write to us first and we will sort it out with you.
How to start a return
- Email supportsoftcloset@gmail.com with your order number and which item you want to return.
- We send you the prepaid label, usually within one business day.
- Drop the parcel off at the carrier location printed on the label.
- Once it arrives back, your refund is issued to the original payment method.
When you get your money back
Refunds go to the original payment method once the returned item reaches us. Depending on your bank, it can take a further 5 to 10 business days to appear on your statement.
Condition
Items should come back unworn, unwashed and with any tags still attached. We cannot resell a piece that has been worn out for the evening, and we would rather be straight with you about that than hide it in small print.
Damaged or wrong item
If an item arrives damaged or is not what you ordered, email supportsoftcloset@gmail.com within 14 days of delivery with a photo. We will replace it or refund it in full, including any shipping you paid, and you will not need to cover the return.
Exchanges
The fastest way to change size or colour is to return the original for a refund and place a new order, so your new size is reserved straight away instead of waiting for the return to arrive.
Cancelling an order
You can cancel an order at any point before it has been prepared for shipping. Email supportsoftcloset@gmail.com as soon as you can and we will stop it if it has not already gone out.