Customals Return and Exchange Policy
We here at Customals are more than happy to help you return or exchange your order! Here are a few things to know when returning or exchanging an item with us.
_PLEASE READ CAREFULLY!_
**When deciding to return or exchange:**
-We accept returns on unworn, new condition items within 45 days of receiving your original order, having been notified within 15 days of receiving your item.
-We do not issue refunds on items that smell like smoke, body odor, or that have stains or animal/human hair on them. They must be in original condition without being washed.
-If we receive an item in unacceptable condition, Customals will not pay to ship the item back to you.
-Please note there is a 10% restocking fee on your returned items, unless you are returning due to an error on our end.
-Please note there is a 20% restocking fee on return items that have not been approved by our customer service staff or is after the 45 day return period.
**When preparing to ship your return or exchange:**
-Please note that items shipped back to us could take 2-30 days depending on where you are shipping the item from and the method of shipping you choose.
-When the item is delivered to us, it may take 1-5 days for your return or exchange to be processed.
-We do not cover the shipping cost to return an item if it is for an exchange in size. (unless we sent you the wrong size on accident!)
-As the parcel remains your responsibility until it is delivered to us, remember to ask for proof of postage and keep your TRACKING NUMBER, so you’ll have proof of shipment if your parcel goes missing in the mail!
When we receive and process your return or exchange, we will SEND YOU AN EMAIL letting you know we have received and processed it! Our number one goal is to provide you with a great experience.
We are a small team, so please give us your patience as we take care of your requests. We greatly appreciate all of our amazing Customals fans!