How Do Refunds Work (Status, Timing, Amount, Destination)?

Quick Answer

Refunds are usually processed after your returned package reaches our warehouse and is confirmed. Please allow 3 - 5 business days from the time your package arrives back to us for the refund to be issued. We'll email you once it's done.

Refunds go back to the original payment method used for the order. After we process it, the funds can take additional time to appear depending on your bank or provider.

When is my refund processed?

We generally process refunds after your returned package has been received, delivered, or confirmed by our warehouse, so return tracking matters. To help things go smoothly:

  • After shipping your return, send us the tracking number so we can locate the package and confirm delivery.
  • Write the order or reference number we provided clearly on the outside of the package so the warehouse can identify it.
  • Keep in mind that carrier delivery and warehouse processing don't always update at the same moment, so a return marked delivered may still be in processing.

Once your refund is processed, we'll send you an email with the details.

How long does a refund take to appear?

Timing comes in two parts: the time for your return to reach us and be processed, and the time for your bank or provider to post the credit afterward.

  • Once your returned package arrives back at our warehouse, please allow 3 - 5 business days for the refund to be issued.
  • After we've issued the refund, it can take a few more business days to appear in your account, depending on your bank or card issuer.

If your refund hasn't appeared after the expected time, contact us with your order details and we'll check the status.

Where does my refund go?

All refunds are returned to the original payment method used to place the order; we can't redirect a refund to a different card or account. If the original card is no longer in use, the refund still goes back to the account linked to that old card, as long as that account is still open.

For privacy and security reasons, we can't share the last four digits of the card or account the refund was sent to. To confirm where it went, check the statement for the original payment method. If you paid with a pay-later provider such as Klarna, Afterpay, or PayPal Pay in 4, your refund is handled through that provider - see How Do Installments or Pay-Later Work With Refunds? If your whole order was paid with an E-Gift Card, the refund is credited back differently; please see the E-Gift Card articles.

Why might my refund amount be different from what I paid?

Your refund reflects what you returned and the terms of the original order. Common reasons an amount may differ include:

  • Discounts, coupons, or promotions applied to the order - if returning an item means the order no longer meets a promo's conditions, the discount may be removed and the refund adjusted accordingly.
  • Any return-label deduction, non-refundable protection fee, or other order-specific adjustment.
  • Returning only part of an order, so only the returned items are refunded.

If your refund looks incorrect, contact us with your order number and we'll review the breakdown for you.

What items can I get a refund on?

Returned items generally need to be in new condition - unworn, unwashed, and with tags attached, and in some cases with original packaging or an intact security tag. Certain items cannot be returned, refunded, or exchanged, including: items on clearance; used products (pajamas, accessories, comforters, and bedding); silk face masks, coverings, and underwear; customized items; gift wrap boxes; gift cards and free gifts; and silk detergent. If you're unsure whether your item qualifies, contact us before sending it back.

What if my package was delayed, lost, or marked delivered but not received?

These situations are handled case by case. We may investigate the tracking, ask you to check with the carrier, offer a replacement, or guide you through the right option for your order. If your order was covered by a protection plan at checkout, that claim may follow a separate process. Contact us with your order number and any tracking details so we can look into it.

In what situations should I contact Customer Care?

Please reach out if:

  • Your return shows delivered but you haven't received a refund update
  • You forgot to send your return tracking number, or it's invalid or hard to read
  • Your refund amount looks incorrect
  • Your original card or payment account is closed
  • You paid with Klarna, PayPal, or another provider and the refund doesn't show there
  • You opened a payment dispute or chargeback
  • Your package is delayed, lost, or marked delivered but not received

Please include your order number, return tracking number, proof of delivery if available, and any refund confirmation you've received.