How do I return something?
- Do a self-serve return with your customer account.
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- Log in to your account.
- In the "Email" field, enter your email address, and then click "Continue".
- In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
- Go back to the online store, and then enter a six-digit verification code.
- Click "Request return" for the order that you want to submit the return for.
- If your order has more than one item, then select the items that you want to return.
- Select a return reason and add a note for the store.
- Click "Request return". If your return request is approved and requires shipping, then you receive an email with shipping instructions and a return shipping label. After the product is returned, you receive a refund.
- If you are having any issues submitting a return please email our customer service with this link & enter info requested.
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Orders for Jan 6th and after: Did you order with LABL Protection? Jan 6th orders and earlier Visit this return portal
- Enter your order number + email address to start
- Select "Start Your Return" at the top right of the screen
- Select items you'd like to return, reason why, and your return preferences
- Once you submit your request our support team will review & get back to you within 1-2 biz days. When approved, you will get a confirmation email with next steps (if needed!).
What items are returnable online?
- Orders made online within 30 days from the receipt of purchase. For questions regarding in store purchases please email orders@friendsnyc.com
- In unused and resellable condition
- In the original packaging with all the tags intact
- Mispicked, unused items (with pictures)
- Damaged in transit items (with pictures)
What items are non-refundable or can't be returned online?
The following items cannot be returned:
- Gift cards
- Sale items
- Open Blind Boxes
- Any items noted as non-refundable / returnable during promos
- In store purchases - For questions regarding in store purchases please email orders@friendsnyc.com
The item I received is damaged!
Oh no!! If your order is damaged, be sure to reach out to us within 7 days of the delivered date. Please have pics ready so we know how to avoid damage in the future.
Can the items be exchanged?
We allow the exchange of purchased items for select products. Once the exchange request is approved and item to be exchanged is received by us, the new item will be shipped to you.
What are the refund options?
The following refund & exchange options are supported:
- Refund to the original payment method. Please note that if your refund is being processed through Afterpay your return information will show in their portal. Any questions about returns to your Afterpay account should be directed to Afterpay.
- Returns to your payment method are subject to a $2.50 restocking fee.
- Refund to store credit (if applicable & not available on Afterpay returns) at no cost to you.
How do I ship back the items?
For instructions on how to ship the returned products, refer to the email received after placing the return request.
How soon will I get my refund if I returned an item?
Once your returned item is received and inspected, you will be notified via an email. You will also be informed about the approval or rejection of your refund request. If approved, the refund request will be processed within 5 - 7 working days after return is received.
OTHER
I ordered and my order has not shipped...why? I want to return it!
Please check you inbox for any shipping confirmation details. Alternatively, if you selected in store pick up as your "delivery" option, you would have received a confirmation that your order is ready to be picked up. If you cannot figure out what is up from the confirmation emails please reach out to us at orders@friendsnyc.com ;)
IN STORE PICK UP POLICY
- Please allow a minimum of 2 hours on Sun-Thursday for processing and 2-4 on Friday and Saturday.
- An order is ready for pick up when you receive the shipping confirmation (not the order confirmation).
- Please come with your ID and have your order number ready to reference for pick up at our register.
- Please pick up your order within 2 weeks. If you think it will be past that time frame please reach out to us.
- If you mistakenly select In store pick up and you meant to have your order shipped, we will need invoice you for a shipping charge unless you are over our free ship threshold of $99.
- We are not responsible for in store pick ups that have been left at the store for longer than 120 days from purchase.