• What is your return policy?
  • What is your return policy?

    WE TAKE 100% SATISFACTION IN OUR PRODUCTS

    • If you're looking to return a faulty or incorrect item, please get in touch so we can get this sorted for you.
    • You can return any item for a refund within 30 days of receiving your original order.
    • We cannot refund orders where a customer has made a mistake on name spelling or has made a wrong choice of design. Please double check your order confirmation.
    • If you are not satisfied with your items, you can return them to us for a full refund of the price you paid for your item - this includes sale items. 
    • All returned items should be sent in their original condition and packaging.
    • Some custom products may not be eligible for a refund.
  • What should I do if my refund is incorrect?
  • What should I do if my refund is incorrect?

    We’re really sorry if we’ve made a mistake with your refund! If this is the case please contact our Customer Care Team and we’ll sort it out for you as soon as possible.

    The following may affect the amount you have been refunded:

    • The delivery charge, which is only refunded for cancelled orders under the Consumer Contracts Regulations (2013) or if the goods are faulty.
    • Any discounts that were applied at the time of sale, which may not now be applicable.
  • Can I make an exchange?
  • Can I make an exchange?

    If everything on your order was ok but you would rather have a different color, design, or pack; you can contact us to return your product and exchange it for a different one. Returned products must be received in full in order to be eligible for exchange. Please contact us if you'd like to exchange your product.

  • Can I get a price adjustment?
  • Can I get a price adjustment?
    • Price adjustments can only be made within 14 days of your purchase.
    • You will be refunded the difference in price to your original form of payment.
  • How do I file a claim with Route to get a replacement or a refund if I added Route during checkout?
  • How do I file a claim with Route to get a replacement or a refund if I added Route during checkout?

    Click here

    Note: Route refunds the cost of the item(s) alone. Shipping costs, taxes, and the Route premium are not included. Route also do not pay custom/duty fees.

  • Is there a deadline to file my claim with Route?
  • Is there a deadline to file my claim with Route?

    When you purchase Route+ package protection, you can file a claim for packages that may be lost, stolen, or damaged. Read Route's claim policies

    All claims must be filed within 60 days of the order date.

    Ensure you file a claim within the respective deadlines:

    • Damaged: Within 15 days of when the package was marked delivered (US orders only)
    • Lost: Within 30 days from the last tracking update
    • Stolen: Within 15 days of when the package was marked delivered (US orders only)
  • If I don't have tracking but added Route during checkout, when can I file a 'Lost' package claim?
  • If I don't have tracking but added Route during checkout, when can I file a 'Lost' package claim?

    You can file your claim 7 days after your order has been marked as fulfilled (US orders).

    Non-US orders can file a claim 20 days after the date your order has been marked as fulfilled.