Refund policy

Returns & Exchanges

Return or claim? Start here. If something went wrong in shipping, it's a claim, not a return. File a claim if your package was lost, stolen, never arrived, or the item broke in transit. Everything else (it doesn't suit you, wrong size, arrived defective from us, or we sent the wrong item) is a return. Both start in the same portal, and picking the right one gets you sorted faster.

Our window. You have 14 days from the day your order is delivered to start a return. After 14 days we can't offer a refund or exchange.

Eligibility. Items must be unused, in the same condition you received them, and in their original packaging. Sale items can't be refunded. Only regular priced items are eligible.

How to start a return or claim. Start your return or claim in our returns portal: https://thecuratedlobe.com/apps/redo/returns-portal/login. Enter your order number and email, choose your items, and you'll get a prepaid return label by email. No need to email us first.

Free returns and package protection (Checkout+). We partner with Redo to offer coverage at checkout. When you add it, it covers you two ways:

• Free returns. Your return shipping is on us. Choose your items in the portal and print the label.
• Package protection. If your order arrives damaged or never shows up, file a claim in the same portal and we'll make it right.

Coverage is optional and you choose it at checkout. If you decline it, you can still return eligible items, but you're responsible for the return shipping cost. Shipping costs are non-refundable either way.

Refunds. Once your return is received and inspected, we'll email you to confirm and let you know whether it's approved. Approved refunds go back to your original payment method.

Defective or wrong items. If an item arrived defective or we sent the wrong one, start a return in the portal and upload a photo. Once our team reviews it, we'll send a replacement of the same item at no shipping cost to you. If the damage happened in transit, file a claim instead.

Late or missing refunds. Check your bank account, then contact your credit card company, then your bank, since refunds often take time to post. If you've done all that and still don't see it, email [email protected].

International returns. Return labels from the portal are marked RETURN MERCHANDISE on the customs form so duties aren't deducted from your refund.

Shopping through the Shop App? Coverage isn't offered at Shop App checkout, so those orders won't have free returns or package protection. You can still return eligible items through the portal at your own shipping cost.

Questions? Email [email protected].

Customers in the European Union

This section applies only if you live in the European Union and bought from us online. Where it differs from the rest of this page, this section applies to you.

Right of withdrawal

You have the right to withdraw from this contract within 14 days without giving any reason.

The withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.

To exercise the right of withdrawal, you must inform us (The Curated Lobe, 1156 Speers Rd Unit 202, Oakville, ON L6L 2X4, Canada, +1 905-339-0623, [email protected]) of your decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by post or email). You may use the attached model withdrawal form, but it is not obligatory.

You can also exercise your right of withdrawal online at https://thecuratedlobe.com/pages/withdraw-from-contract. If you use this online feature, we will send you an acknowledgement of receipt of the withdrawal on a durable medium (e.g. by email), including its content and the date and time of its submission, without undue delay.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

Effects of withdrawal

If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

You shall send back the goods or hand them over to us, without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired. You will have to bear the direct cost of returning the goods. You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

Exceptions

The right of withdrawal does not apply to goods made to your specifications or clearly personalised, such as custom jewellery designs.

Model withdrawal form

(complete and return this form only if you wish to withdraw from the contract)

To The Curated Lobe, 1156 Speers Rd Unit 202, Oakville, ON L6L 2X4, Canada, [email protected]:

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):

Ordered on (*) / received on (*):

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is notified on paper):

Date:

(*) Delete as appropriate.