NEED TO RETURN OR EXCHANGE AN ITEM?
NEED TO RETURN OR EXCHANGE AN ITEM?
Below you'll find answers to your questions and instructions on how to return or exchange your item.
Will I get a full refund if I return something I bought?
Dirty Jane will accept any item for exchange or store credit (excluding shipping charges) as long as it meets these requirement:
Contact us within 30 days of the date your item ordered.
Ship the item to us at your expense.
We receive the item within 14 days of requesting a store credit or exchange.
Item is in new, unused condition. This means:
Please note we do not accept returns on Chamois. For health reasons we cannot resell these.
If my item is damaged or has a manufacture defect, how do I get a refund?
Please take pictures of your product right away. Clear images that show the damage/defect up close are best.
When you click the big button at the bottom of this page, select your reason for return as 'damaged'. Please be sure you have uploaded your photos before hitting submit.
If your product arrives to you damaged or with a manufacture defect, you will receive a full refund or replacement product -- it's your choice.
Please do NOT contact or send your item directly to the manufacturer.
How long do I have to return my item?
We must receive your request within 30 days of shipment to be eligible for a store credit, exchange or full refund (if it is defective).
If you start a return and we do not receive your item within 14 days we will assume you've decided to keep your product and will void your return.
We are not responsible for lost items that you return to us. We provide a spot to include a tracking number and strongly recommend you use it. We also recommend you purchase insurance for any items over $75.
Where do I send my return?
Please use the button at the bottom of this page to start your return. We will send you an email with the address where you can mail your item. If you do NOT receive this email right away please check your junk folder before emailing us.
You'll be notified by email when your return has been received and processed. Returns are usually processed within 7 days. We're a small team, please be patient!
Is there a situation where I might not get a full refund?
Yes, if you return an item to us and it's been used, is missing parts, is excessively wrinkled and is not in it's original package, you may only get a partial store credit or no store credit at all.
How will I get my store credit?
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. At that time, we will also notify you if your request is approved or rejected.
If you are approved, then your exchange or store credit will be processed.
If you requested a store credit you will need to have a store account to access it. If you haven't created one, it is easy to do. You will receive instructions in an email.
How will I get my refund on a damaged item?
If you returned a damaged product and have requested a refund, the refund will be applied to your credit card or original method of payment within 7 days of receipt.
Please note, it can take up to three weeks for the credit to appear on your credit card.
If you requested a replacement product, it may take up to several weeks to issue the replacement. Alternatively, you can purchase the item again and we will refund the damaged product.
Can I get a store credit or exchange on a sale item?
No. Sale items are final.
Can I exchange an item?
If you need to exchange something for the same item in a different size, use the link at the bottom of this page to begin the process.
If you are concerned the size you want won't be available by the time you return your product, we process it, and ship you out a replacement, or you're anxious to get your gear, you are welcome to purchase the item and we will provide you with a store credit instead.
If you choose to purchase the new item and not wait for the return process, you are responsible for any additional shipping costs incurred. And if you used a discount code, we will only credit you the amount of the product on the original purchase.
Note: If you are returning the same item a second time there will be a $10 restocking fee.
What if I received something as a gift and it doesn't fit?
If you received an item as a gift you will need to contact the gift-giver for the order number and email used at checkout. Once the returned item is received, a gift certificate will be emailed to you or the new, correct size will be shipped to you.
Without this information you cannot exchange or return an item for store credit.
Where do I ship my item for refund, store credit or exchange?
To return your product you can use the link below to begin the process.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
If you are shipping an item over $75, we strongly recommend using a trackable shipping service and purchase shipping insurance. We don’t guarantee that we will receive your returned item.