Community Chat

[rms1954]

When you request an exchange for different size and they do not have that size, do you get a refund for the using the label?  

[KingstonsMom]

@rms1954 

Yes, if the item you want to exchange for is not available, they will refund your purchase price, minus the original shipping and the return label fee.

@rms1954 

ETA: I re-read your OP and if you're asking do they refund the return fee if your 'exchange' is not available,  no, you still pay that return fee for returning the original item.

Sorry if I misunderstood, brain fog from worrying over an ill furbaby, LOL!

[rms1954]

---

@KingstonsMom wrote:

@rms1954 

Yes, if the item you want to exchange for is not available, they will refund your purchase price, minus the original shipping and the return label fee.

---

I was just told they won't refund the return label fee.

[KingstonsMom]

---

@rms1954 wrote:

---

@KingstonsMom wrote:

@rms1954 

Yes, if the item you want to exchange for is not available, they will refund your purchase price, minus the original shipping and the return label fee.

---

I was just told they won't refund the return label fee.

---

I know, it's a bummer!

[LeeA7]

This is getting ridiculous.Not your fault that they couldn't do the exchange.  I recently bought a hair product from them that I had to return. So I figure it will cost me about $15 for the pleasure of trying a product that not only did I not like but also removed color from my hair. I am asking myself why I am still shoppintg with them. They took over HSN and they now have the same policies.

[sunshine45]

If your item arrived damaged, defective or maybe you received the wrong item entirely, we'll take care of it! Even if you simply want a different size or color, you can exchange an item online or by calling us, at no additional cost within 30 days of the package being delivered.

As we navigate the early stages of the COVID-19 situation together, we extended our 30-day exchange policy to 90 days. for purchases made February 1 - May 31, 2020.  As of June 1, our standard 30-day exchange policy applies.

A Few Important Things to Know About Exchanges:

• We are only able to exchange items that are currently in stock. If we do not have the item in stock, we will refund you the amount of your original purchase.
• Some items cannot be exchanged, but may be returned for a refund.
• If your item is available in a different size, color, or style, you will have the option to exchange your item for an alternative choice.
• In most cases, we ask that you return the original item within 15 days of calling for an exchange.
• Based on the product, the exchange order may be shipped immediately after the exchange is processed or you may be asked to return the original before the replacement is ships.
• When you complete exchange online or with a Customer Service Representative you will be provided with an estimated delivery date.
• All exchanges must be sent to the same shipping address as the original. If you need the product shipped to a different address you can return it for a refund and place a new order.

  Exchange by Calling Us

To arrange an exchange over the phone, please contact our Customer Service department at 1.800.933.2887 (8 am-1 am ET).