Frequently Asked Questions

Returns & Exchanges

What is your return/exchange policy?

We offer a 60-day return/exchange policy from the time of purchase. To initiate a return or exchange, please visit our Returns Portal. You can choose to bring your item(s) to a designated location for a box-free, printer-free return or exchange. Alternatively, you may ship the items back to us. Please note that the initial shipping cost is non-refundable.

Can I return/exchange online purchases in-store?

Yes, online purchases can be returned or exchanged at any of our store locations. For more information on our store locations, please visit our Stores page.

What is your gift return/exchange policy?

Gifts can be returned/exchanged at any of our store locations up to 60 days from the time of purchase. This timeframe may be temporarily extended during the holiday season. Gift returns and exchanges can also be initiated online. A pre-paid return label to send the original item(s) back to us will be issued. You will have 30 days to use the label.

Shipping

Who are your shipping partners and how long will my order take to ship?

We currently use FedEx as our shipping carrier, and applicable rates are populated on the shipping page at checkout. Please note that the fastest shipping methods, based on the shipping address of the order, will populate. We offer free ground shipping on orders over $150 (within the contiguous US). For orders under $150, a shipping fee will be added.

Orders typically take 1-2 business days to process and be handed off to the carrier. During sales and holiday seasons, there may be additional delays in the processing period. Orders placed on Friday will not be processed till the following business day.

If you purchased more than one item, your order may arrive in separate packages depending on product availability within our warehouse. If an item is not available there, we’ll try our best to fulfill the remainder of your order through one of our retail locations. You should receive separate notifications with tracking for each shipment.

Placing an Order

Where is my order?

Shipping confirmation emails for orders will send out once shipments have been packed up and handed over to the shipping carrier. These emails will contain a tracking number which can be used to follow and track packages in real time.

Can I change or cancel an order after it has been placed?

Unfortunately, as stated on our checkout screen, we are unable to make changes to an order once it has been placed. This includes order/item cancellations or changes in shipping method. We apologize for any inconvenience and kindly ask our customers to review their orders prior to submitting payment. If you need to change your shipping address, please email us as soon as possible. We cannot guarantee a carrier’s ability to change a delivery address once an item has shipped, but we will do our best to accommodate your request.

Can I place an order over the phone?

Though we recommend shopping through our website, you can call and place an order with our customer service team during business hours. Our stores cannot take credit card payments over the phone. However, if you want to purchase a specific in-store item, you can do so by first purchasing a gift card online or through customer service. The gift card information emailed to you can then be used to make a purchase over the phone with any of our store locations.

Does product availability on your website reflect in-store inventory?

Yes! Product availability displayed on our website should accurately reflect both in-store and warehouse inventory. However, some specialty items are only available at certain store locations. If an item you are interested in is out of stock, you can join our waitlist to be notified once available. On the product page, select the desired size, then click “JOIN THE WAITLIST.” Ensure the correct size is indicated, then input your email or phone number to be alerted to the item’s availability.

What happens if an item in my order is out of stock?

We make every effort to only display items that are currently in stock and available to ship. However, there may be instances where we run out of stock in an item. In these instances, you will receive an email notifying you of an item’s cancellation.

Your method of payment is only charged for each item shipped. If an item is not able to ship to you due to a stock issue, the cost of that item will drop from your pending charges.

Payment Methods

What methods of payment do you accept?

We currently accept Visa, Mastercard, Amex, and Discover. We can process payments through PayPal, Shopify Pay, Amazon Pay, and Klarna.

What is Klarna?

We now offer Klarna for all purchases made on our website. With Klarna, you can split your purchase into four payments, which will be automatically charged to your credit or debit card every two weeks. No interest, no catch, no upfront fees — it doesn’t get any easier. To get started, simply choose Klarna at checkout and follow the instructions — that’s it; Klarna handles the rest, automatically charging your card every 2 weeks.

If using a pre-existing ShopPay or PayPal account, please double-check that your auto-populated shipping address is accurate before purchase.

Gift Cards & Merchandise Credit

I have a gift card and/or merchandise credit, how can I redeem?

Gift cards can be redeemed for online purchases by entering their code at checkout or providing that code when shopping at any of our store locations. We are unable to accept gift cards on phone orders through our customer service department. However, stores can take gift cards over the phone if you call them directly.

I placed my order on social media. Where are my order details?

When an order is placed on social media, you will receive a secondary email from us. Please reference the order number and confirmation information sent to you from this email account.

Do you provide gift wrapping or gift messages?

Currently, we are not able to provide gift-wrapping or gift notes for orders placed through our website. Our packing slips do not show prices of individual items, sales, or the order total, though original prices are shown on the small hangtags attached to the merchandise which cannot be removed before shipping.

We do offer gift-wrapping and notes for purchases made inside our store locations. Wrapping paper is also available for purchase on our website and can be sent directly to you for any gifting needs.

Quality Guarantee

What if my item doesn’t meet my expectations?

If your item doesn’t meet your expectations, please reach out to our Customer Experience team and we’ll make it right. Every piece is crafted with purpose—designed to look great, feel incredible, and stand the test of time. We partner with the best mills in the world to source premium, sustainable fabrics and ensure every stitch meets our highest standards. Quality without compromise — that’s why we stand behind every product, 100%.