Return Policy
To start the return process,
go to our Returns Portal (US ORDERS ONLY)
Jump to:
- How to Start a Return
- Return Window & Item Condition
- Fees & Non-Returnable Items
- Damaged, Missing, or Incorrect Items
- International Returns
- Hanger Exchanges
- Sale Items
- Special Projects
- Vintage Lighters
How to Start a Return
US Orders
All US returns and exchanges must be initiated through our online Returns Portal. Returns not submitted through the portal may be delayed or rejected.
International Orders
International customers are responsible for arranging and paying for their own return shipping. We do not provide return labels or refund customs, duties, or taxes.
If your order arrives damaged, incorrect, or missing items, we will work to resolve the issue promptly with a refund, store credit, or replacement when appropriate.
Processing Time
Please allow 2–3 weeks for processing once your return is received. You’ll be emailed once inspection is complete and your refund or exchange has been issued.
Return Window & Item Condition
You have 30 calendar days from the date of purchase to return eligible items for a refund or exchange.
Returned items must:
- Be unused, with tags attached
- Be in original packaging
- Show no signs of wear
Items damaged in transit due to poor packaging may be returned to you at your expense or disposed of without refund.
Fees & Non-Returnable Items
Hangers: 15% restocking fee on hanger returns over $500.
Shipping charges: All shipping and redo fees are non-refundable once used.
Personal items: Undergarments, socks, undershirts, and braces are final sale once worn or opened.
Customized or finished items: Not eligible for return or exchange.
Gift cards: Final sale.
Damaged, Missing, or Incorrect Items
If you receive damaged, missing, or incorrect items, contact Customer Service within 3 days of delivery so we can review and resolve the issue.
We may request:
- Photos of the items and packaging
- Return of damaged merchandise
International customers:
If an order-preparation error is confirmed, we may offer a refund, store credit, or replacement. Once a replacement is issued, a refund is only possible if the item is returned as a standard international return at the customer’s expense.
We will correct genuine issues but reserve the right not to replace or refund in certain cases.
International Returns
International returns are accepted for refunds only.
No international exchanges.
Customs, duties, and return shipping are not refunded.
If we supply a free replacement for a damaged item, any later return must be shipped back at the customer’s expense.
If an error was made during order preparation, we will work to resolve it promptly through refund, store credit, or replacement when appropriate.
Hanger Exchanges
If you believe you selected the wrong hanger size, contact us within 30 days to arrange a standard return or exchange. US customers should submit all requests through the Returns Portal.
NOTE: Due to the nature of wooden hangers, slight variations in stain and natural burls may occur.
We will review and assist with exchanges when appropriate but reserve the right not to provide replacements in certain cases.
Sale Items
All sale, reduced, and promotional-priced items are final sale.
Black Friday and Cyber Monday items are final sale.
Exchange-only items:
Some sale items may be marked as eligible for exchange only.
These may be exchanged for the same item in a different size or color if available.
If an exchange cannot be completed, no refund or store credit will be issued.
Special Projects
Special Project items are final sale and not eligible for return or exchange.
Deposits are refundable only if the order is canceled before production begins. Once production has started, deposits are non-refundable. For more details, contact Customer Service.
Vintage Lighters
Our vintage lighters are sold in partnership with 421 Lucy Lighter in Italy and include a one-year functional warranty beginning once the 30-day return window closes.
The warranty covers:
- Functional issues that prevent proper operation
The warranty does not cover:
- Wear from regular use
- Cosmetic imperfections
- Damage from improper handling
421 Lucy Lighter will assist with troubleshooting, provide materials for simple fixes, and perform repairs when needed.
Thank you for your understanding during the returns process as we are a small team and will do what we can to assist you to a better outcome!
Don’t hesitate to call us toll-free at +1 (800) 495-3201. Our normal business hours are Monday thru Friday from 9:00 am to 5:00 pm CST. If you call and we do not answer, please either send an email to Customerservice@kirbyallison.com or leave a message.
