Refund Policy of Everlano

At Everlano (“we,” “us,” or “our”), we want you to be fully satisfied with your purchase. This Refund Policy outlines the terms and conditions for requesting and processing refunds for products bought through our website (everlano.com) (“Website”). By placing an order with us, you agree to comply with the guidelines set forth below. For questions about refunds, contact our customer support team at [email protected].

1. Eligibility for Refunds

To qualify for a refund, your request must meet the following criteria:

  • Return Timeline: You must initiate a return request within 60 days of the delivery date (as confirmed by the shipping carrier’s tracking information). Requests submitted after this period will not be eligible for a refund.
  • Product Condition: The product(s) being returned must be in their original, unused, and undamaged condition—this includes intact tags, original packaging (e.g., boxes, dust bags), and no signs of wear, washing, or alteration. Products that are damaged, modified, or missing components (e.g., buttons, zippers) will not be accepted for a refund.
  • Valid Reason: Refunds are approved for the following reasons:
  • The product is defective (e.g., stitching errors, broken hardware) or differs significantly from its description on the Website (e.g., wrong size, incorrect color).
  • You received the wrong product (e.g., you ordered a dress but received a shirt).
  • You are unsatisfied with the product (subject to the “Product Condition” requirement above).
  • Exceptions: The following items are not eligible for refunds:
  • Custom or personalized products (e.g., monogrammed bags, made-to-order clothing) unless they are defective or incorrect.
  • Products marked as “Final Sale” (clearly indicated on the product page at the time of purchase).

2. How to Request a Refund

To initiate a refund, follow these steps:

  1. Submit a Return Request: Email our customer support team at [email protected] with the following information:
  • Your order number (found in your Order Confirmation Email).
  • The name and SKU of the product(s) you wish to return.
  • A detailed reason for the refund (e.g., “defective zipper,” “wrong size”) and, if applicable, photos/videos of the issue (to help us assess the request quickly).
  • Your preferred refund method (if different from the original payment method—note: refunds are typically issued to the original method by default).
  1. Receive Return Authorization (RA): We will review your request within 1–2 business days. If approved, we will send you an RA Number and a pre-addressed return shipping label (for defective or incorrect products—see Section 3 for shipping cost details). If your request is denied, we will provide a clear explanation via email.
  2. Ship the Product Back: Package the product(s) securely, include the RA Number on the outside of the package (to ensure proper processing), and ship it to the address provided in the RA email. We recommend using a trackable shipping service—keep the tracking number for your records, as we are not responsible for lost or delayed return shipments.

3. Shipping Costs for Returns

Shipping costs for returns are handled as follows:

  • Free Return Shipping: We cover return shipping costs if:
  • The product is defective, incorrect, or differs from its description (we will provide a pre-paid shipping label).
  • You Cover Return Shipping: You are responsible for return shipping costs if:
  • You are returning the product due to personal dissatisfaction (e.g., you changed your mind about the style).
  • The product was correctly delivered but does not meet your expectations (and is in original condition).

Note: Everlano offers global free shipping for all orders—this does not apply to return shipping unless the return is due to our error.

4. Refund Processing Timeline & Method

Once we receive and inspect your returned product, we will process your refund according to the following timeline:

  1. Inspection Period: We will inspect the returned product within 2–3 business days of delivery to our warehouse. We will verify that it meets the eligibility criteria (e.g., original condition, valid reason).
  2. Refund Approval/Rejection: If the product passes inspection, we will approve the refund and initiate processing within 1 business day. If the product fails inspection (e.g., damaged, missing tags), we will notify you via email and return the product to you at your expense (unless you request to have it discarded).
  3. Refund Timeline: Refunds are processed within 5–10 business days of approval. The time it takes for the refund to appear in your account depends on your financial institution:
  • Credit/debit cards: 3–5 business days (varies by bank).
  • PayPal/other payment processors: 1–3 business days.
  1. Refund Currency: All refunds are issued in United States Dollars (USD)—the same currency used for your original purchase. If your bank or payment provider charges currency conversion fees, these fees are not covered by Everlano.

5. Special Refund Scenarios

5.1 Cancelled Orders

If you cancel an order before it is shipped (we ship orders within 1–3 business days), we will issue a full refund within 5–10 business days of cancellation. If the order has already shipped, you will need to follow the standard return/refund process outlined in Section 2.

5.2 Missing or Lost Orders

If your order is marked as “delivered” by the shipping carrier but you have not received it, contact us at [email protected] within 7 days of the delivery date. We will work with the carrier to investigate the issue. If the order is confirmed lost, we will issue a full refund or send a replacement (your choice) within 5–10 business days of the investigation conclusion.

5.3 Partial Refunds

In some cases, we may issue a partial refund (instead of a full refund):

  • If the product is returned with minor damage (e.g., a small stain that can be cleaned) but is still usable.
  • If a component of the product is missing (e.g., a belt that came with a dress) but the main product is intact.

The amount of the partial refund will be determined based on the extent of the issue and will be communicated to you before processing.

6. Refund Status Inquiries

If you have not received your refund within the expected timeline (5–10 business days of approval), you can check the status by:

  • Reviewing your bank/payment provider statement (refunds may appear as “Everlano Refund” or a similar description).
  • Emailing our customer support team at [email protected] with your order number and RA Number—we will provide an update on the refund’s progress.

7. Changes to This Refund Policy

We may update this Refund Policy from time to time to reflect changes in our business practices, legal requirements, or customer feedback. When we make changes, we will revise the “Last Updated” date at the top of this page and post the updated policy on our Website. The revised policy will take effect immediately upon posting. We encourage you to review this policy periodically before making a purchase.

8. Contact Us

For questions, concerns, or assistance with refunds, please contact our customer support team:

Email: [email protected]

We are committed to resolving refund requests fairly and efficiently—thank you for choosing Everlano!

— The Everlano Team