Our Policy
- We accept returns and exchanges of unworn, unwashed items with tags attached within 21 days of the original delivery date.
- For returns, we offer both store credit or a full refund in the original payment method. Please note, we will deduct an $8 restocking fee for returns. This fee will be waived if you opt to receive an exchange or store credit.
- Accessories and final sale items are not eligible for returns.
- Returns sent outside the returns window will be subject to store credit or returned to sender.
- In the event that a returned item is received damaged without clear evidence indicating it was the fault of the carrier, the customer will be issued a refund in the form of store credit.
Additional FAQ's
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1. Please click the above link and enter your order number and shipping zip code. Select the item for return or exchange. Return requests must be processed within 21 days of purchase.
2. Pack your item(s) in their original packaging if possible. Tags must still be attached to the garment(s).3. Drop it off at your nearest UPS, UPSPS, or FedEx. Please note that we will deduct an $8 restocking fee from your credit. The restocking fee is waived when you opt for an exchange or store credit.
4. We will notify you via email once your return has been received and processed.
Unauthorized returns will be shipped back to the sender.
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No. Kindly note, return fees are the responsibility of the customer.
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Please use the return portal above to report a damaged item with a photo. Once we approve the damage, we will issue an exchange and send you a return label for the damaged item.
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Items must be returned within 21 days of the original delivery date in order to be eligible for a return/store credit.
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If you have a package that was marked as delivered yet you did not receive it, we kindly ask that you follow these steps:
- Check with your neighbors or front office (if applicable) to see if the package was left there.
- Reach out to your local post office or shipping facility.
- Email us at hello@shopbrooksavenue.com. Please report your lost or stolen shipment within 14 days of the marked delivery date and include your order number.
If an order is lost after being shipped out from our warehouse, we are unable to take responsibility for the package once it is marked as delivered. In these instances of lost or stolen packages, the third-party delivery service will be responsible for your missing order. Please note, Brooks Avenue is not responsible for refunding or reshipping lost orders due to an incorrect address at checkout.
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The processing time required to receive your refund depends on the internal procedures of your credit institution. Times may vary.