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Return policy

RETURN POLICY:

Please review our Return Policy and Instructions below before sending your item back:

 

Need to make a return? No worries, we are more than happy to help! We can accept returns on all qualifying items within 30 days of the order date! Please click on our return portal to submit a return within 30 days of the order date.  Please note that once your return is approved, you must send items back within 48 business hours of the return being approved.  Please do NOT return items before getting authorization from our Return Portal. 

If you purchased the $1.98 free returns for store credit + exchange protection at the original time of checkout, there is no cost to return the package if you choose the store credit or exchange option. You will be able to submit a return for store credit or exchange and receive a pre-paid, free label through our return portal.  If you would like a refund, you will be able to purchase a return label through our return portal.  If you did not purchase the $1.98 free returns for store credit + exchange protection at the original time of checkout, you will be able to purchase a return label through our return portal. At this time, International addresses do not qualify for the $1.98 free returns for store credit + exchange protection. 

Qualifying Returns:

  • You must access the return portal here within 30 days of purchase to qualify for a return.
  • Do not return items before getting authorization from our return portal.
  • Once your return has been approved, you must send items back within 48 business hours of the return being approved.
  • All items must be in new, unworn condition with tags attached.
  • Please see below for ineligible items.

Items not eligible for returns:

  • Any and all sale items, this includes any item that has a promotional or seasonal discount, final few, final sale. No price adjustments for items purchased before or after any sales or price adjustments. No exchanges on sale, promotional, seasonal discounted items, final sale, final few. Semi Annual sales and site wide discount code sales.
  • For Sanitary purposes all jewelry, hats, face masks and lingerie/swimwear, bodysuits and short rompers.
  • Any liquid item, lotions, etc.
  • Any item that has been worn, used, washed or has any makeup, odors or any other damage
  • Gift cards

If any item is returned and appears to have been worn, damaged, makeup/deodorant, animal hair, tags removed, smelling of fragrances or cigarette smoke, or any sale or final sale  item, they will not be accepted and you will be responsible to pay shipping to receive merchandise back.

Doing an exchange?  Inventory is not guaranteed until the item you are wanting to exchange is returned back to us and the exchange is processed.  Once processed, the new order will be placed.  If the inventory is sold out, you will be given store credit in place of the sold out item(s).

Original shipping costs are non-refundable.

Returns will be processed within 3-7 business days of being received and an email notification will be sent. All Reward dollars used are not refundable when a return is made. 

Sand + Charcoal will not assume responsibility for any items damaged, lost or stolen during shipment. All claims on lost, stolen or damaged packages must be filed with the customer's local USPS. 

Sand and Charcoal is not responsible for any wear or damage to items after they have been worn or used. Please contact us within 3 days of receiving your item if there is anything wrong with the item, after 3 days we cannot compensate or replace any damaged merchandise. 

 

Hours of operation: Monday -Thursday 8:00 a.m to 3:00 p.m Mountain Time

Customer service hours: Monday - Thursday 8:00 a.m to 3:00 p.m Mountain Time

Closed on weekends and some holidays