Returns & Exchanges

This return policy outlines the requirements, timelines, and procedures for returning merchandise purchased through the platform. Customers generally have up to thirty days from the date an order is submitted to initiate a return request. Certain products associated with seasonal events or limited-time occasions may be subject to shorter return windows. Merchandise related to Halloween, including costumes and event-specific items, is not eligible for return or exchange after October 17, 2025. Customers are encouraged to review product details carefully and consider seasonal deadlines before completing purchases intended for holiday use.

Approved returns are processed in the form of store credit rather than a refund to the original payment method. Once a return has been accepted and completed, customers receive a digital gift card equal to the approved value of the returned merchandise. The gift card is delivered electronically to the email address associated with the original order and may be redeemed on future purchases without an expiration date. This allows customers flexibility when selecting replacement items at a later time.

To be eligible for return consideration, merchandise must remain in new and unused condition. Items should be free from signs of wear, laundering, alteration, damage, or excessive handling. All original tags, labels, accessories, and packaging materials must accompany the returned product. Merchandise that does not meet these standards may be refused, partially credited, or otherwise deemed ineligible for store credit. The company reserves the right to evaluate the condition of all returned items before determining the final outcome of the return request.

Shipping fees paid during the original purchase are not refundable and will not be included in any store credit calculation. Customers are responsible for ensuring that returned merchandise reaches the designated processing center safely. The company cannot be held responsible for return shipments that are lost, stolen, delayed, or damaged while in transit. For this reason, customers are encouraged to retain tracking information and use shipping services that provide delivery confirmation.

Once a return package arrives at the processing facility, the inspection and verification process may require up to seven business days. During this review period, returned items are examined to confirm compliance with return eligibility requirements. After approval, the corresponding store credit is issued electronically. Customers will receive confirmation once the return has been completed and the gift card has been generated.

Certain products are considered final sale and are not eligible for returns, exchanges, refunds, or store credit. This category includes merchandise labeled as Last Chance, Warehouse Sale, clearance items, and products identified by pricing that ends in .98. Because these items are sold under special conditions, they cannot be returned after purchase. If final-sale merchandise is mistakenly shipped back to the returns facility, it may not be returned to the sender, and no guarantee of compensation or credit will be provided.

Customers residing within the contiguous United States may choose from several convenient return methods available through the online returns portal. One option allows customers to use a packaging-free drop-off service at participating locations. After initiating the return, a QR code is provided electronically and can be presented at the designated drop-off point. This option eliminates the need for customers to prepare their own shipping box. A service charge of $3.99 applies and is deducted from the final store credit amount.

Another domestic return option involves the use of a prepaid UPS shipping label. Customers selecting this method must print the provided label and packing documentation, securely package the merchandise, and deliver the shipment to an authorized UPS location. The prepaid label service carries a fee of $7.99, which is subtracted from the store credit issued after processing.

Customers who participate in the Stash membership program receive additional return-related advantages. Eligible members may qualify for complimentary return shipping services and can request direct product exchanges without additional shipping costs. When an exchange request is approved, the replacement merchandise is prepared for shipment once the original return package has entered transit. Customers receive status notifications throughout the process by email. All exchanges remain subject to inventory availability, and substitute items can only be provided when the requested products are currently in stock.

Customers located in the United Kingdom may access returns through a prepaid Royal Mail service available in the returns portal. After generating the necessary documentation, customers must print the shipping label and packing slip, package the merchandise securely, and deliver it to an approved Royal Mail drop-off location. A return processing charge of $10 USD is deducted from the store credit. Once the returned merchandise has been received and approved, the digital gift card is delivered to the customer’s email address.

Customers residing outside the United States and the United Kingdom are responsible for arranging their own return shipping. After creating a return request through the portal, they must print the required packing documentation and include it inside the shipment. International customers are responsible for all shipping costs associated with the return and may select the carrier of their choice. Using a service that provides tracking and delivery confirmation is strongly recommended. All international returns should be directed to the designated return facility located in Texas.

Questions regarding return eligibility, exchange requests, shipping procedures, or store credit processing may be directed to the customer support team using the contact information provided through the platform. Customers are encouraged to contact support if they require clarification regarding return requirements, processing timelines, or the status of an existing return request.