How do I return something?
- Visit our friendly returns 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. Alternatively, you can submit for a return/claim and selected item damaged as the reason in our return portal.
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.
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.
ABOUT LABL PACKAGE PROTECTION + RETURNS
What is LABL Protect?
LABL Protect is an optional service that provides coverage for your shipments against lost, stolen or damaged orders while in transit. It offers peace of mind by ensuring that you receive a replacement or refund for the value of the item if it is lost, stolen or damaged while in transit to your address.
How does LABL Protect work?
When you opt into LABL Protect at the time of purchase, it adds an additional layer of security to your order. If you package is lost, stolen or damaged during shipment, you can contact the merchant you ordered from directly and they can submit a claim in your behalf or you can fill out a claim form to submit your claim on your own.
Do I have to pay extra for LABL Protect?
Yes, LABL Protect is an optional service, and there is an additional fee associated with this product. The cost is calculated based on the total value of your order.
What does LABL Protect cover?
LABL Protect covers the following scenarios:
Lost: If your package is lost in transit
Theft: If your package is stolen after delivery
Damage: If your package arrives damaged
How long do I have to wait to know if my claim has been approved?
Our average response time for claims review is 2 business hours. Please note that claims submitted outside our specified time frames may experience a delay as we wait to ensure that appropriate time has passed.
Lost Orders - Claims must be filed 7 days after last date of tracking update.
Stolen Orders - Claims must be filed 5 days after the date of delivery.
Damaged Orders - Claims can be submitted immediately upon discovery.
What is not covered by LABL Protect?
LABL Protect does not cover the follow:
Claims for packages delivered to an incorrect address due to an error on the customer’s part
Cosmetic damage
Is there a time limit for filling a claim?
Yes, you must file a claim within 15 days of the item’s last tracking update, of when it was marked as delivered, and of receiving a damaged item. It is important to report the issue as soon as possible to ensure a quick resolution.
How long does it take to process a claim with LABL Protect?
You should find out if your claim has been approved within just a few hours of the merchant or you submitting a claim. Reorders are placed at time of approval as well.
What happens after a claim is approved?
When your claim has been approved, you will be eligible for a refund or a replacement on the lost, stolen or damaged item.
Can I add LABL Protect to my order after purchase?
Unfortunately, you cannot add LABL Protect after an order has been placed. You must opt into this service at time of purchase.
Can I cancel or get a refund for LABL Protect?
If you cancel your purchase prior to your order shipping, you will receive a refund for LABL Protect. However, LABL Protect is not refundable if the order has shipped.
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.