EXCHANGES & RETURNS

Looking to make an exchange or return? As long as the following conditions are met, please visit our RETURNS PORTAL with your order number and email on-hand. We're happy to process an exchange or accept returns for a refund within 45 days of original purchase date. Please read more below:

Return Criteria

As long as products are unworn in the water & unwashed, they can be exchanged or returned within 45 days of original purchase. If there is any sign of wear & tear, items will not be available for an exchange or refund. Final sale and promotional items are also excluded from exchanges and returns.

U.S. Exchanges & Returns

To initiate an exchange or return, please visit our RETURNS PORTAL with your order number and email on-hand. You will be presented with various options, at which point you will be able to print a return label. If you still have it, please send your original order back in the same reusable kraft mailer (see "Packaging" info below). We will then process any exchanges or refunds upon retrieving & reviewing that return package to ensure it meets our return critera above.

International Returns

To initiate an international return, please follow the same U.S. directions above by utilizing our RETURNS PORTAL with your order number and email on-hand. At this time we cannot provide direct exchanges, however you can return for a refund & place a new order for the desired size/style.

Please note that we are unable to refund duties, customs fees, or VAT on returns. In the case that you cancel your order before it is fulfilled, then duties and customs will be refunded along with your order price.

Did I need to purchase the "Redo Free Returns & Package Protection"?
(U.S. customers only)

For U.S. customers at checkout, there is a small add-on cost available that will ensure pre-paid returns & exchanges via our return service, Redo. This item is auto-checked in your cart, however it can easily be toggled off or deleted from the checkout page if you choose not to –  however, please note that by not utilizing Redo, then there will be a standard fee for a return label to ship the item back as either a return or exchange. Given the frequency of returns/exchanges nowadays, we generally advise utilizing this feature at checkout.

*Please note: the Redo add-on is not eligible for a refund if the order is being returned or if the customer is unhappy with paying the fee.

Return Packaging

Exchanges and returns can be sent back using a print-at-home return shipping label. It is also recommended that you use the original Kraft Mailer package to ship your return in, as these are reusable packages with a secondary adhesive strip for sending back returns.

What if there were issues with my order?

FOR U.S. CUSTOMERS:
If your order has a shipping issue, such as saying 'delivered' but it cannot be found, this sometimes happens when USPS incorrectly marks it as delivered. Do us a favor and give it another 2-3 days in case it turns up, as this happens frequently. If it's still not there and considered lost in transit, you can file a claim via our Redo Package Protection app.

If the item has been returned to sender due to an insufficient address, you must also file a claim and provide the correct address to send to. Please note that a replacement pair will not be sent out until the original item is received back at our warehouse.

FOR INTERNATIONAL CUSTOMERS:
If your order has a shipping issue, such as being held up in customs, lost in transit, or saying 'delivered' but cannot be found, then the first step is to contact your local DHL facility to get further information on the shipping progress – as we do not have any info beyond the tracking history either.

If there is still no resolution, you can file a claim via our Redo Package Protection app for a product refund and place a new purchase – but please note that we cannot refund duties, customs fees, or VAT.

In the case that the item has been returned to sender due to an insufficient address, you must also file a claim for a product refund & place a new purchase. As mentioned above, we are unable to refund, duties, customs fees, or VAT here.

What if there are issues with my return package back to you?

In the case that your return is either lost in transit or arrives with no item inside the package, a claim must be filed with USPS or DHL by the sender (customer) to recoup the insurance cost.

If the return product arrives with any sign of usage, marks, or overall issues, they will not be available for refund.

Refunds

Once the return or exchange package is received, please allow up to 3-5 days for our fulfillment center to review & process the return item(s). A credit will then be made in the form of original payment within 7-10 days. Please advise that we cannot refund any original shipping or purchase protection charges. You will receive a confirmation email once the return has been processed. If you haven't received confirmation of your refund being processed after 5 days, feel free to contact us at info@driftline.co.