Returns

RETURNS & REFUND POLICY

If you are not entirely satisfied with your purchase, we are here to help.

RETURNS

We offer a one-time store credit return option. You have 17 days from the ordering date, or extended to 10 days from the delivery date, if this date is later, to request a return and send back your item for store credit. The return must be postmarked within the return window to be accepted. Customers can use the store credit for another purchase. Please note that the original shipping cost is not refundable.

A one-time store credit return means you can only request a store credit return once. The subsequent order placed with the store credit, or via fast-track exchange is final sale. We reserve the right to reject returns that are requested and sent back but do not meet the above criteria.

Keep in mind that we do not hold inventory or guarantee availability. Our return processing time is 5 business days after the return is delivered. 

There are two ways you can exchange:

1/ Store Credit Process: Wait until your credit is issued and then apply the store credit towards a new purchase.

2/ Fast-Track Exchange: If you need your new item quickly or want to ensure your size doesn't sell out, you can place a new qualifying order and return your original item for a refund for your return.

To qualify for the Fast-Track Exchange:

• The new purchase must be of equal or greater value than the item being returned.
• Use the same email address for the new order as the one associated with your return.
• If the value of your new order (before shipping costs) is less than the value of your return, no refund will be issued; instead, you will receive a full store credit for your return.

The item must be in the same condition as when you received it—unworn or unused, with tags, and in its original packaging—to be eligible for a return. Customers are responsible for any loss in value. You will also need the receipt or proof of purchase.

To start a return, please visit our return/exchange center to find your order and check if your window is still valid. If you placed a new order for the exchange, please provide the new order ID when requesting the return.

The items below are not eligible for a return unless they arrived defective: accessories, customized, sale items, items marked as "final-sale". In-person sustainable rack items are sold as-is.

When requesting your return, you will choose between dropping off your return at our showroom, using your label or ours for a flat rate of $7 (not available if you use the extended return window). Please make your selections carefully, as the portal cannot be reopened or changed once your choices have been made. We will then send you the return shipping label and instructions on how and where to send your package. If you opt for your label, please provide a valid tracking number. USPS is the preferred carrier for domestic returns. For international orders, you must provide your own return label.

It is the customer’s responsibility to follow the return guidelines. While return requests are approved within the specified window, we reserve the right to reject a return if it does not meet our guidelines upon receipt. Items sent back without requesting a return via the portal and without valid tracking will not be accepted.

You can always contact us for any return questions at info@aodaibycutesass.com.

DAMAGES AND ISSUES 

Please inspect your order upon reception and contact us immediately and within 3 calendar days after receiving the item, if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

EXCEPTIONS/ NON RETURNABLE ITEMS 

Certain items cannot be returned, including custom products (such as special orders or personalized sizes), accessories, sustainable rack items, items purchased on sale, pet items, and items that have been worn or altered. We also do not accept returns for items that are damaged or soiled. If you have any questions or concerns about a specific item, please feel free to reach out to us.

Due to lighting and display devices, the color of items may differ. We do not accept returns for refunds for this reason.

Unfortunately, we cannot accept returns on sale items or gift cards.

EXCHANGE 

The fastest way to exchange is to follow the fast-track exchange above.

REFUNDS 

We will notify you once we’ve received and inspected your return, and let you know if the return was approved or not. If approved, you’ll be automatically issued a store credit within our return processing time. The store credit for your return does not expire. Store credit gift card is not redeemable for cash.

In the event a package is returned to the sender, a store credit will be issued, and a reshipping cost may apply.

If we issue gift cards in certain extenuating circumstances or as a gesture of goodwill, we reserve the right to discontinue the issued gift card at any time, without prior notice or liability.

If you have any other questions, please contact us at info@aodaibycutesass.com.