Exchanges & Returns
WARDROBE.NYC allows customers to exchange items within their ordered wardrobe. Any item(s) may be exchanged for the same item(s), in a different size. We allow the return of an entire order for a full refund. We do not offer refunds or credits for individual items within your order.
Free Exchanges & Returns
WARDROBE.NYC offers a one-time pre-paid label for the exchange of sizes within your order or the return of your entire order.
A customer must contact firstname.lastname@example.org within 5-business days of order receipt to request a Return Authorization.
If approved, WARDROBE.NYC will issue a return shipping label and the customer must arrange return shipping within 5-business days of receipt.
Criteria for Exchanges or Returns
To be eligible for an exchange or return, please ensure the following:
- The garment is in its original packaging, with swing-tag and seal attached.
- The garment is in perfect condition – it may not be worn, washed or damaged.
- You have the receipt or proof of purchase.
- You have obtained a Return Merchandise Number (RMN) and prepaid shipping label.
WARDROBE.NYC reserves the right to reject any items for exchange or return that do not meet the above requirements. If your exchange or return is rejected you will be notified by email.
Contact Customer Care within 5 days of order receipt to request and receive a Return Merchandise Number (RMN) and a prepaid shipping label. You will be provided an Exchange Form for completion via email.
In your request please note the item(s) you would like to exchange, and the desired replacement size. We will place your requested replacement size(s) on hold. Once we receive and approve the returned items at our warehouse, we will ship the replacement size(s) to your address.
If your exchange is not received within 7 days of issuing the RMN and prepaid shipping label, the RMN will be cancelled and the items will no longer be eligible for exchange.
If we have sold-out of the replacement size, we will manufacture the item especially for you in the correct size, or you can elect to return the entire order for a full refund - this choice is at the customer’s discretion. The timeline for a custom size exchange will be advised at the time of exchange, and is likely to be 2-4 weeks.
Contact Customer Care within 5 days of order receipt to receive a Return Merchandise Number (RMN) and a prepaid shipping label. You will be provided a Return Form for completion via email.
Exchange & Return Procedure
Once you have completed an Exchange or Return form, please follow these steps to complete the process: For exchanges place the item(s) in the shipping envelope provided, or an alternate cardboard box.
- Make sure to only use one box for all items you need to return / exchange.
- If you are returning your entire order, please ship it in the exact packaging that it was received.
- Close the box and tape securely.
- Place the prepaid return shipping label on the box over the prior delivery information.
- For domestic orders, call UPS - 1 800 742 5877 to arrange a free collection or drop the package off at a UPS location - visit www.ups.com to find one near you.
- For international orders, call DHL - 1 800 225 5345 to arrange a free collection or drop the package off at a DHL location - visit www.dhl.com to find one near you.
Once your return is received and approved, WARDROBE.NYC will refund the full order value via your original payment method. You will receive an e-mail confirming when the refund is issued. It may take up to 10 business days to receive your refund depending on your payment processor.
For international orders outside the United States, customers enter into a payment contract with Flow Commerce Inc. Flow Commerce Inc is responsible for processing refunds, chargebacks and any dispute management. Additional support is provided by contacting Flow Commerce – email@example.com