Return Eligibility
To be eligible for a return, items must be unworn, unwashed, and in their original condition with all tags attached. Returns must be initiated within 30 days of receiving your order. Items that do not meet these criteria will not be accepted for return. If you have any questions about whether your item is eligible, please reach out to us via email.
How to Request a Return
To initiate a return, you must send an email to [email protected]. In your email, include your order number, the item(s) you wish to return, and the reason for the return. We will respond with instructions on how to proceed with your return. Please ensure that you request your return within the specified timeframe to avoid any issues.
Return Shipping Costs
Customers are responsible for all return shipping costs unless otherwise agreed upon. We recommend using a trackable shipping service or purchasing shipping insurance for items over a certain value. We do not guarantee that we will receive your returned item, and you will be responsible for any items lost in transit. If we agree to cover return shipping costs, this will be communicated in our response to your return request.
Refund Processing Time
Once we receive your returned item, we will inspect it to ensure it meets our return eligibility criteria. If approved, your refund will be processed within 7-10 business days. The refund will be issued to the original payment method used for the purchase. Please note that depending on your bank or credit card company, it may take additional time for the refund to reflect in your account.
Exchanges
We do not offer direct exchanges. If you would like a different size or color, please return the original item for a refund and place a new order for the desired item. This ensures that you receive the correct item in a timely manner. Be sure to follow the return process outlined above to initiate your return.
Damaged or Defective Items
If you receive an item that is damaged or defective, please contact us immediately at [email protected]. We may request photos of the damage for our records. If the item is confirmed to be damaged or defective, we will provide instructions for returning the item and will cover the return shipping costs. We strive to ensure that all items are in perfect condition before shipping, but if issues arise, we are here to assist you.
Contact Information
If you have any questions or concerns regarding our Return and Refund Policy, please do not hesitate to contact us via email at [email protected]. Our customer service team is available to assist you with any inquiries you may have. We aim to respond to all emails within 1-2 business days. Thank you for shopping with us at cinemaensemble.com.