Refund policy
What is your returns policy?
If something is not quite right, you have 14 days from the day your order is delivered to send your items back for a full refund. All we ask is that items are unworn, unwashed and unaltered, returned with their tags attached and in their original packaging. Footwear must be returned in its original box with no signs of wear on the sole.
Gift with purchase
If you received a complimentary gift as part of a qualifying purchase, the gift must be returned with the qualifying item. If it is not, the value of the gift may be deducted from your refund. Gifts must be unused and in their original packaging.
How do I return my items?
Returns are handled online — no paper label is included in your parcel. To start a return:
- Start your return from your account or by contacting client services with your order number. Tell us which item(s) you are returning and why — it helps us make sure you love your next piece.
- Get your label. We email a prepaid USPS return label within one business day. The return cost of $9 is deducted from your refund.
- Pack it. Place the item(s) in their original packaging with the tags attached and seal the parcel.
- Drop it off at any USPS location or schedule a free USPS pickup. Keep your receipt as proof of posting.
Is there anything I can’t return?
For hygiene reasons, socks and underwear cannot be returned once opened. Personalised items and items marked final sale at the time of purchase are not returnable. Items that show signs of wear, washing or alteration will be sent back to you.
Exchanges
Tell us the size or colour you would prefer when you start your return and we will hold the replacement for you while your return travels back, subject to availability. If a replacement is unavailable, an eligible return is refunded.
International returns
International returns follow the same 14-day window. Start your return through client services; you cover the return postage, and we recommend a tracked service. Duties and taxes paid on import are not refundable by Sincere CMTY.
Refunds
When will I receive my refund?
Once your parcel reaches our facility you will receive your refund within 14 days, less the $9 return cost where it applies. Refunds go to the original payment method; your bank may take a further 5–10 business days to post it. If you have not received your refund within this time, contact us with your order number so we can investigate.
How can I track my return?
Use the USPS tracking number on your label. We email you when your return arrives and again when your refund is issued.
Faulty or incorrect items
If an item arrived faulty or we sent the wrong piece, contact us with your order number and a photo. We cover the return shipping in full and refund or replace the item — this is handled separately from change-of-mind returns and does not limit your statutory rights.
Multiple orders
Please start a separate return for each order so your refunds can be processed without delay. Items from different orders cannot be combined in one return.