Refund and Exchanges Policy
Refund and Exchanges Policy
To start a return, please reach out to us on the chat support on the lower right side of the website.
We are happy to accept pre-approved returns, only if the return request is submitted within 14 days of receiving your order. Returns that are made without pre-approval from a Trixxi representative are ineligible for refund or store credit. Please contact us via chat support with your claim information and a representative will be in touch within 48 business hours.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, and in its original packaging. All the items must contain Trixxi hangtag to qualify for the return. You’ll also need the receipt or proof of purchase when starting your return request. We will not accept your items for credit or refund without a return authorization.
If your return authorization is accepted, please use the provided return shipping label, and pre-existing packaging to send your package back. Items sent back to us without first requesting a return authorization will not be accepted. We will not accept your items for credit or refund without a return authorization for every item you are requesting to send back. We cannot accept returns on items purchased from third party vendors, or e-gift cards. The cost of the return label will be deducted from your total refund or credit.
You can always contact us on the support chat with any return questions (chat support is located on the lower right side of the website).
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. All claims for damages/missing items must be made within 14 days of receiving your order. Any style that is being returned that is not damaged or defected must be shipped back at the customer’s cost and a $3 per garment re-stock fee will be deducted from the refund or store credit.
Exceptions / non-returnable items
Items cannot be returned or received- like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on items purchased from third party vendors, or e-gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have with in 14 days of receiving your item, and request an return authorization thru chat support. Once the return is accepted, make a separate purchase for the new item using your credit. The cost of the return label will be deducted from your total refund or credit.
This return policy is in addition to, and does not affect, the separate legal right of withdrawal which is available only to EEA Consumers in some circumstances.
Please reach out to chat support if you have additional questions or need help completing a return.
How do I return or exchange an order from within the U.S.?
To start a return, please reach out to us on the chat support on the lower right side of the website. Once you receive your return label, make sure to have your return dropped off and scanned 14 days from the ship date to avoid being charged and/or to receive your refund. Please only send returns using our pre-paid return labels so that we can track your items. We cannot refund a lost return that was sent using a method other than our return labels. The cost of the return label will be deducted from your total refund or credit.
What if my return is late?
All returns should be in new, unworn condition with both types of tags still attached to each item. Any returns received postmarked after 14 days from the ship date are ineligible for return or exchange.
Can I exchange an item from my order?
Yes you can! If you want to exchange an item for a new style, you can reach out to our chat support to start your exchange.
Make sure to have your return dropped off and scanned 14 days from the ship date to avoid being charged and/or to receive your refund. Please only send exchanges using our pre-paid return labels so that we can track your stuff. We cannot refund a lost return that was sent using a method other than our return labels. The cost of the return label will be deducted from your refund or credit.
We only allow for one round of exchanges for an item. If you make an exchange for an item and want to exchange it for a 2nd time, we can NOT accommodate the exchange.
You are responsible to cover the shipping exchange label cost and new item shipping cost to you (amount will be deducted from your refund or credit).
How do I create an exchange?
To start an exchange, please reach out to us on the chat support on the lower right side of the website. Once you receive your return label, make sure to have your return dropped off and scanned 14 days from the ship date to avoid being charged and/or to receive your refund or credit. Please only send returns using our pre-paid return labels so that we can track your items. We cannot refund a lost return that was sent using a method other than our return labels. You are responsible to cover the shipping exchange label cost and new item shipping cost to you (amount will be deducted from your refund or credit).
How many times can I exchange an item?
We only allow for one round of exchanges for an item. You are responsible to cover the shipping exchange label cost and new item shipping cost to you (amount will be deducted from your refund or credit).
When will I get my refund?
Once we receive your return, please allow 3-4 business days for your return to be processed at our warehouse and then 5-10 business days for your bank to post the refund to your account. Your refund can only be credited back to the original form of payment. We’ll send you an email when our team has processed your refund so you know it’s on the way.
**Temporary COVID-19 update**
For the health and safety of our team, we only have a small and very limited team on-site. We will process all returns as quickly as possible, but there may be delays due to limited staffing.
LOOKBOOKS
ABOUT US
NEWS