Returns & Refunds

Open your Orders to start a Return Request.

 

90-DAY GUARANTEE
Our full 90-day return policy is provided to ensure your purchase meets or exceeds your expectations. Our team at Curated Brands is committed to providing a great shopping experience for you. We love our happy customers!

To ease any concerns with your purchase, we provide our 90-day satisfaction guarantee policy. Purchase with ease knowing that you can return your product for any reason!

We know that sometimes you just need to return your purchase, so we make this a smooth, no-stress process, including providing a pre-paid return label. To create a return, simply log into your account and choose Return from your Orders page. Choose a replacement or a return for a refund.

Buy with ease knowing you have a full 90 days for returns, for any reason!


RETURNS

Return Period
At Curated Brands, we believe in providing our customers with ample time to assess their purchases. As such, you have a return window of 90 days from the date of receiving your item to request a return. Package your return and ship it within 7 days. Upon receiving the return and verifying that it meets all our required conditions, we will promptly process the refund or exchange within the next seven business days. Kindly note that it may take up to 5 business days for the refunded amount to appear in your account.

Returning Instructions
To ensure a smooth return process, we kindly request that returned goods meet the following conditions:

  • We will provide a pre-paid return label for most returns. For returns where a label cannot be provided, and for returns from international orders, returns must be shipped using a carrier service with tracking. Returns not received by us without valid tracking will not be honored.
  • The product and packaging must be in the same condition as you received it.
  • All items must be in their original packaging and packed for shipping, complete with all accessories or parts, as in the original packaging and order. For customer-provided return shipping labels, the customer is responsible for all risks and damages during the return process.
  • The product must be unused and not show signs of prior use.
  • There should be no stains or damage on the product.
  • Include a printed copy of the receipt with your return.

Allowed Return Conditions
Returns for any reason within the first 90 days from receipt of the package.

Returns for Damaged, Wrong or Defective Items.
If items in your order arrive damaged, wrong, or defective, to assist us in processing your claim quickly, we kindly ask that you send us a video of the unboxing process with pictures as detailed as possible by contacting us using the Contact Us link. We will need those proofs to work with the manufacturer and our warehouse teams.

Please be aware that product damage doesn't include damage to the product's package or packaging. Returns are only accepted if the products are damaged or defective. In cases of obvious user abuse, we reserve the right to reject claims of return.

Non-acceptable Returns
We will not accept returns and refunds from you for one of the following reasons:

  • Orders past the 90-day return window
  • Products not in the original condition from when it was received
  • Products not including all accessories, parts, or packaging
  • In cases of obvious user abuse, we reserve the right to reject claims of return.

Returns by Post Office or Carrier
Shipping expenses will not be covered if a package is returned to us by the post office as incorrect shipping address, undeliverable, unclaimed, continued absence of the recipient, rejected by the receiver or for international shipments if unpaid import taxes, customs duties and fees levied by the destination country or if the receiver rejects the delivery for any reason. For these reasons, the customer will be charged a 2-way shipping fee in those cases.

Return Shipping Fees
For the following return conditions, the customer will be required to pay original and return shipping costs, as well as possible restocking fees of up to 10%:

  • Discretionary returns
  • Incorrect address provided
  • Refused delivery
  • Unclaimed shipments
  • Customer does not pay import duties or taxes
  • Customer does not provide the required information or documents for the destination country

Problem Resolution and Additional Information
At Curated Brands, we understand that unforeseen issues sometimes occur during your online shopping experience. Our customer support team is available to help you through the problem, working with you to ensure that all issues with your order are addressed.

We appreciate our customers and commit to working to resolve issues. When issues occur, we kindly ask that you avoid contacting your credit card company to dispute charges related to Curated Brands.

Please contact us if something goes wrong with your order. We will work with you to find fair solutions which often include using refunds, re-shipments, or discounts.


OTHER RETURN QUESTIONS

Direct Communication
Our dedicated customer support team is here to guide you through the entire claims process. We will strive to find a solution that addresses all issues with your order.

Restriction list
While we aim to provide excellent goods and service, resolving the issue externally, such as through credit card disputes or chargebacks, may result in restrictions on shopping with us in the future.

Store Credits
For certain out-of-policy returns, we may offer store credit. These credits have no expiration date and can be used immediately for your future purchases.


REFUNDS

Curated Brands reserves the right to accept refund requests on a case-by-case basis. We are committed to providing a seamless and customer-centric refund process.

Notes on Refunds
Please read some of our notes for a seamless refund process:

  • Form of Refund Payment: A refund may be issued “in the original currency and payment source used” to complete the transaction. We will not honor requests to transfer the money to another account or another form of payment. Our refund process will send the funds back to the exact payment source to maintain security and protect our customers from potential fraud.
  • Fraud Prevention - Abusing Customer Rights: We reserve the right not to process refunds for orders with clear signs of abusing customer rights or fraud. We commit to maintaining a fair and ethical shopping environment for all our customers.
  • Additional Fees: Refunds will cover only the product value or order value without any additional fees (for example, fees charged by your credit card company when processing refunds). All such fees are the sole responsibility of the customer.

Common Reasons for Refunds
Kindly find below some of the common scenarios in which customers may request refunds:

  • Order Cancellations
  • For Orders That Have Not Been Received
    • For Orders with a Status of not Updating or Return to Sender
      • Loss of Package due to Loss in Transit: If your tracking information is not updating, please allow that the actual delivery time may be 3-5 days longer than the expected delivery time. We ask for patience until you receive a call from the carrier. Please note that if a parcel was mailed more than 4 months ago, the postal office or carrier may not look for it, although we accept all requests within 90 days after receiving the order.

Hence, if the estimated shipping time has passed, you have not yet received your order, and the order status doesn't update, please follow this instruction:

  1. Check the order tracking page again.
  2. Check with household members, neighbors, or coworkers (if sent to a business) to see if they received the shipment on your behalf.
  3. Check the accuracy of the mailing address you provided us by referring to the order confirmation notice.
  4. Verify the location of your package with your local post office or shipping carrier. Sometimes, the post office or customs may send you a notification letter or card. If you did not receive this notification, your parcel might be waiting for you at the post office or carrier drop point.
  5. For international orders, verify with your customs agency as buyers often won't receive their order if they have not yet paid the customs fee or import tax that may be due.

Customers Do Not Pay Import Tax on International Shipments: Import fees in your country are not the responsibility of Curated Brands. Due to the high cost of international shipping, you will have to pay for shipping, even if the shipping fee may be higher than the order value. If the non-delivery is due to customers not paying the import tax in their country, we kindly advise you to consider this factor before contacting us for a refund. We will request them to make arrangements for international shipping if they still do not pay the import fees and tax.

Undeliverable: In cases where the package is undelivered due to a lack of a recipient at the delivery address, we will notify the customer accordingly. We will inform the customer of the situation and request them to either arrange for receipt of the goods or make arrangements for international shipping.

Damaged, Wrong, Missing or Defective Product
If you receive a damaged, wrong, missing, or defective item(s), we will accept returns and/or refunds, but it must be within 90 days after receipt of the package.

Credit Card: It is essential to understand that Curated Brands does not cover any fees charged by credit card companies or PayPal during the refund process. Any such charges are the responsibility of the customer.

Refund Processing Time
The processing time for refunds typically takes 1 to 5 business days. The exact timeframe may vary depending on your payment method. Please note that it may take up to 5 business days for the refunded amount to be delivered to your funding account.


ADDITIONAL INFORMATION
Curated Brands reserves the right to accept return requests on a case-by-case basis. We are committed to provide to our customers extensive and thorough support throughout the return and refunds process.