Refund policy
We want you to love what you bought. If something isn't right, here's how to send it back.
Return window
You have 10 days from the date of delivery to request a return on a domestic order, and 14 days from the date of delivery on an international order.
Start your return
Email hello@browntheshop.com with your order number and the item you'd like to send back. We'll reply with authorization and a return label.
Please don't ship anything back before you hear from us — items returned without prior authorization can't be accepted or refunded.
What we can accept
Items must be unworn, unwashed, and in original condition with all tags attached, accompanied by proof of purchase.
If a return arrives worn, altered, damaged, missing tags, or outside the return window, we'll contact you. You may choose to have it returned to you at your cost, or we'll hold it for 30 days before it's donated.
Final sale
The following can't be returned or exchanged:
- Sale items
- Jewelry
- Candles
- Beauty and skincare
- Fragrance
- Home goods
This is for hygiene, fragility, and pricing reasons, and it applies to both domestic and international orders.
Damaged, missing or incorrect items
If something arrives damaged, is missing from your order, or isn't what you ordered, email hello@browntheshop.com within 5 days of delivery with photos of the item, the packing slip and the outer box.
Please keep everything — the item and all original packaging — until your claim is resolved. Carriers require them to process a claim, and we may ask you to send the item back at our cost.
We'll replace the item where we can, or refund it if a replacement isn't available. You won't pay shipping either way. This is separate from a standard return.
Return shipping — domestic
Once your return is approved, we'll email you a prepaid label. $8 is deducted from your refund to cover it.
Your return must be postmarked within 7 days of the label being issued. After that, the label and your return authorization both expire.
Return address: 108 West Lebanon Avenue, Elon, NC 27244.
International returns and exchanges
We ship to 27 countries, and we want you to be able to send something back if it isn't right. Because international freight and customs handling cost considerably more than a domestic label, international returns work a little differently — and you get to choose which way.
Store credit — we cover the return shipping. Tell us within 14 days of delivery and we'll email you a prepaid return label at no cost to you. Once your item is back with us and inspected, we'll issue store credit for the purchase price of the item. Nothing is deducted for shipping, and your credit doesn't expire.
Use it whenever you're ready — on the same piece in a different size, or on something else entirely. It's faster than a direct swap, since we're not holding your item while we source a replacement, and your new order is priced, shipped and cleared through customs exactly the way your first one was, with nothing owed on delivery.
Refund to your original payment method — you cover the return shipping. You're welcome to have your money back instead. In that case you arrange and pay for the return shipment yourself, using a tracked and insured service. Once the item is received and inspected, we'll refund the purchase price of the item. Original outbound shipping isn't refunded.
A note on duties and taxes. Import duties and taxes on international orders are calculated and collected at checkout, so the price you see is the price you pay — nothing further is owed to the carrier or to customs when your order is delivered. Those duties and taxes are paid on to the customs authority in your country, and they aren't refundable if you return your order.
International sale items are final. Alongside the final sale categories above, anything purchased at a reduced price can't be returned or exchanged on an international order.
Refunds
Once your return arrives and passes inspection, we'll process your refund to the original payment method within 10 business days. You'll receive an automatic notification as soon as it's issued. Depending on your bank or card issuer, it may take a few more days to appear on your statement.
Store credit is issued to the email address on your order and doesn't expire.
Exchanges
Domestic exchanges are available within the same 10-day window on eligible items, subject to availability. Email hello@browntheshop.com and we'll get the replacement reserved for you.
On international orders, exchanges are handled as store credit plus a new order — see International returns and exchanges above.
Gifts
If the item was marked as a gift when purchased, we'll issue store credit to you for the value of the return. If it wasn't marked as a gift, the refund goes back to the original purchaser.
Questions
Email hello@browntheshop.com or send us a message on Instagram at @browntheshop. We usually reply within two business days.