How do I return?

  • Visit our friendly returns center ;)
  • Enter your order number or email address to start
  • Follow the instructions and select the items you want to return
  • 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. 

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? 

 The following items cannot be returned:

  • Gift cards
  • Sale items
  • Vintage
  • Undergarments
  • Swimwear without liners
  • PPE (face coverings)
  • Any items noted as non-refundable during promos

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 if you purchased re:do return coverage.
  • Exchange for store credit bonus if you purchased re:do return coverage.

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.

 

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.