Returns & Exchanges
We turn misfits into good outcomes—fast, clear steps so you can get back to feeling your best.
Return window: 30 days from the delivery date.
| Quick reference | What to know |
|---|---|
| Return window | 30 days from delivery |
| Condition | Unused, unwashed, original tags attached; original packaging where possible |
| Who pays return shipping | Our error: CINDERCLOTH.COM covers. Change of mind: customer covers. |
| Exchanges | Offered when the requested item/size is in stock |
| Refund timing | Issued 5-7 business days after we receive and inspect the return; your statement updates in 5-10 business days |
| Original shipping fee | Refunded only if CINDERCLOTH.COM is at fault |
Eligible reasons for a return
- Defective or damaged on arrival
- Wrong item sent
- Wrong size shipped
- Significantly different from the product description
Item condition requirements
- Unworn and unwashed, free of scents, stains, and pet hair
- All original tags attached; hygiene and brand tags intact where applicable
- Original packaging where possible (garment bags, polybags, or boxes)
Photo / proof we need
- Clear, well‑lit close‑ups of the issue or defect
- A photo of the size or care tag
- Full front and back photos of the item
- If damaged in transit, include photos of the outer packaging and shipping label
How to request a return or exchange
- Email [email protected] within 30 days of delivery.
- Include your order number, the reason for the request, and whether you prefer a refund, exchange, or replacement.
- Attach the required photos (issue close‑ups, size tag, and full front/back).
- Wait for our approval email with step‑by‑step return instructions and, when it is our error, a prepaid return label.
- Pack the item securely; keep your drop‑off receipt and tracking.
Return shipping and costs
| Scenario | Return shipping | Label | Refund includes |
|---|---|---|---|
| Our error (defective, damaged, wrong item/size, or not as described) | Paid by CINDERCLOTH.COM | Provided in approval email | Item price, applicable taxes, and original shipping fee |
| Change of mind (fit, style preference, ordered wrong size/color) | Paid by customer | Customer arranges return; return address and instructions provided in approval email | Item price and applicable taxes (original shipping fee not refunded) |
No restocking fees apply.
Items we cannot accept
- Worn, washed, or altered items
- Items missing original tags or hygiene liners
- Items returned with visible wear, odors, stains, or damage caused after delivery
- Minor cosmetic variations (e.g., slight color differences due to lighting/monitor settings) are not considered defects
Exchanges
Exchanges are available when the requested size or color is in stock. If the item is unavailable, we will process a refund instead after we receive and inspect your return.
Approval, communication, and timing
- We confirm approval or next steps by email. We typically respond within 1-2 business days.
- After your return is received and inspected, refunds are issued in 5-7 business days to the original payment method.
- Your bank or payment provider may take an additional 5-10 business days to post the credit.
Questions? Email us at [email protected].