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].