Refund policy
Timeframe
Returns and exchanges must be started within 30 days of receiving your order. Items must be unworn, unwashed, and in original condition with all tags attached.
How to Start a Return or Exchange
Use our automated returns portal: Exclusively Kristen Returns Portal
Once registered, you will receive detailed instructions and our return address. All orders ship from, and are returned to, our location in the United States.
Return labels are valid for 30 days after they are issued. If a label expires, we can issue one replacement label if it is within 60 days of your delivery date. Returns shipped more than 60 days after delivery cannot be accepted.
Please allow up to 2 weeks for your items to reach us, and an additional 5 business days for us to process your refund or exchange after receipt.
Exchanges
- U.S. orders: Exchanges are free. We ship your replacement free, and the return label for your original item is also free.
- International orders: We ship your replacement free. You pay to send the original item back, and the cost is shown in the returns portal.
- If your desired size or color is available, we will ship it promptly and send you tracking details.
- If you bought an item on sale, we will honor the original sale price when you exchange it for the same style and color.
Returns and Refunds
- U.S. orders: Returns are not free unless you add return shipping protection at checkout. With protection, return shipping is free. Without it, the cost is calculated in the returns portal.
- International orders: Return shipping is at your cost, and return shipping protection is not available outside the United States.
- You may use your own courier instead. Please include tracking and insurance, because we are not responsible for lost or damaged returns.
- Once your return is received and inspected, your refund will be issued to the original payment method, and you will receive an email confirmation.
- Original shipping charges, return shipping protection fees, customs duties, import taxes and tariffs are not refunded.
Return Shipping Protection (U.S. only)
Return shipping protection is an optional add-on for a small fee at checkout. It is available only on orders shipped within the United States, and it covers the cost of shipping your return back to us. It must be added at checkout and cannot be added later.
Duties, Taxes and Tariffs
Customs duties, import taxes and tariffs are the responsibility of the buyer, on the original order and on any returned or exchanged items.
Final Sale Items
Items marked “final sale” on their product page cannot be returned or exchanged. This does not affect any rights you have under applicable consumer protection law, including the right of withdrawal below.
Right of Withdrawal (EU and UK)
Under the EU Consumer Rights Directive, you have the right to withdraw from many contracts within 14 days of receiving your order, without giving a reason.
To exercise your right of withdrawal, click here.
Under Article 14(1) of Directive 2011/83/EU, customers are responsible for the cost of return shipping. A prepaid label will be provided through our withdrawal portal, and the label cost will be deducted from your refund.
We will issue your refund within fourteen (14) days of receiving notification of your cancellation, or, if later, once we have received the returned goods or you have provided proof that the goods have been shipped back to us.
This right applies to all items purchased through our store, with certain exceptions such as digital products, perishable goods, sealed personal hygiene products and personalized items, as set out in Article 16 of Directive 2011/83/EU.
Need Help?
Email us at info@exclusivelykristen.com with any questions or concerns.