Refund policy

Returns

Not what you expected? No problem. You can return your product for a refund if you’re not happy. We offer a 30-day return policy, which means you have 30 days after your item is fulfilled to request a return.

To be eligible for a return, your item must be in the same condition that you received it—unworn, unwashed, or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To submit a return request, click the profile icon in the store's navigation.

1. Log in to your account:
    1. In the "Email" field, enter your email address, and then click "Continue".
    2. In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
    3. Go back to the online store, and then enter a six-digit verification code.
2. Click the order that you want to submit the return for.
3. If your order has more than one item, then select the items that you want to return.
4. Select a return reason and add a note for the store.
5. Click "Submit request".

If your return is accepted, we’ll send you a return shipping label along with instructions on how and where to send your package. Returns incur a $7 shipping label fee, which will be deducted from your refund unless you opt for store credit, in which case the label fee is waived. Items sent back to us without first requesting a return will not be accepted.

Damages and Issues

Please inspect your order upon receipt. If the item is defective, damaged, or if you receive the wrong item, email us as soon as possible at hello@ctwny.com with your order number and a photo of the item’s condition, so we can evaluate the issue and make it right. For defective, damaged, or incorrect items, return shipping is on us.

Exceptions / Non-returnable Items

Unfortunately, we cannot accept returns on sale items or gift cards. All sale items are FINAL SALE and not eligible for returns, unless the item is defective or damaged.

*Please note: Shipping costs are non-refundable unless the return is due to an error on our part (e.g., defective or incorrect item). 

*Please note: The customer is responsible for lost or stolen packages once delivery has been confirmed by the carrier.

Exchanges

If you’d like to exchange an item, the quickest way to ensure you get what you want is to return the item you have. Once the return is accepted, you can make a separate purchase for the new item. If you prefer a direct exchange, please contact us at hello@ctwny.com and we’ll do our best to assist.

Refunds

Returns are typically processed within 3-5 business days of receipt. We will notify you once we’ve received and inspected your return, and let you know if the refund has been approved. If approved, you’ll be refunded to your original payment method within 10 business days. Please note that it may take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we approved your return, and you haven’t received your refund, please contact us at hello@ctwny.com.