RETURNS & EXCHANGES
REFUNDS & EXCHANGES
USA & CANADA
We are happy to announce that we now offer free exchanges and easy returns for our customers that reside in the USA and Canada. Please note that for all returns you are charged a low flat fee of $5USD and $10CAD for returns that is deducted from your final balance. If you have paid with Paypal make sure you have activated free returns.
Follow the link below to start your return and exchange process:
REST OF WORLD
If you are residing in a country that is not located in Europe or Australia/NZ please make sure that you contact us via email firstname.lastname@example.org
FAQ: RETURNS & EXCHANGES
Can I exchange for a different item?
Please e-mail us at email@example.com if you wish to exchange for a different style/item
How do I get a refund?
Should you wish to return your item, please contact us within 14 days of receiving the item. The item must be unworn and in its original condition. You will be issued a returns form to complete to send along with your item(please include garment bag, fabric swatches, dust bag etc). Return shipping will be at the customer’s own expense as we are unable to offer free return shipping at this stage. However if you plan to purchase using PayPal we recommend activating return shipping refunds via your PayPal account.
Refunds do not include original shipping, return shipping and any import taxes and duties.
Do you offer exchanges?
Should you wish to make an exchange, please contact us within 7 days of receiving the item. The item must be unworn and in its original condition. You will be issued a returns form to complete to send along with your item(please include garment bag, fabric swatches, dust bag etc). Return shipping will be at the customer’s own expense as we are unable to offer free return shipping at this stage. Please choose carefully as only one exchange is permitted per order.
How do I initiate a request for free return shipping refund via PayPal?
PayPal now offers return refunds up to 8-12 times a year (amount varies between countries) with a cap per request. The cap amount is dependent on your location(eg. Australia is $45AUD and Canada is $30CAD). All you have to do is activate return refunds on your PayPal account. You can then “request return shipping refund” on your order within 30 days of shipping the item back. You will need to provide PayPal with proof of return shipping for approval. Once approved, your return shipping refund will be in your PayPal account after 5-10 business days. For more information, please visit the PayPal website.
I want to make an exchange but the item I want is sold out, what should I do?
Please check with our team when the item will be available again. Should you wish to wait, we will ship out your exchange as soon as the item arrives.
What address do I return to?
Please contact our Customer Service team at firstname.lastname@example.org to initiate a return. We have a returns point in Hangzhou and United States of America.
When will I receive my refund?
Once we receive your item, we will process the refund. We will notify you by e-mail once we've processed your return. This may take up to 10 business days to go through. This does not include your bank’s processing time and reimbursement will be issued via original payment method.
Please note: Should you return an item that is worn, with signs of damage or heat applications then you are not entitled to a refund.
What else do I need to know before commencing a return?
The Curated will not accept carriage due or payment on delivery and will not pay return charges – these are at your own cost and it is your responsibility to ensure a tracked and recorded service is used. We are unable to refund any lost, missing, or damaged parcels.
My item is faulty, what should I do?
Please contact our Customer Service team email@example.com as soon as possible to assist you further.
In the event that an item has been discounted, this will be deemed as a final sale and cannot be returned or exchanged.