Returns Policy

1. Eligibility Requirements

To qualify for a return or exchange, all items must meet the following criteria:

  • Items must be unused, unwashed, and in their original condition with all tags attached
  • Return request must be initiated within 30 calendar days of the delivery date
  • Original packaging (including plastic wraps, dust bags, and boxes) must be intact
  • Footwear must be returned in original shoe boxes, which must not be damaged or used as shipping containers
  • Swimwear and intimate apparel must have the hygiene liner intact (returns will be rejected without this liner)

Items excluded from returns/exchanges:

  • Custom-made or personalized garments (e.g., monogrammed items, made-to-measure clothing)
  • Final sale items marked with “Non-Returnable” on the product page
  • Face masks and skincare products (for hygiene reasons)
  • Items damaged due to improper use, washing, or storage by the customer

2. Return Process

Step 1: Initiate Return Request

  • Log in to your account on www.cindernook.com
  • Navigate to “Order History” and select the relevant order
  • Click “Request Return” and follow the prompts to select items and reason for return
  • After submission, you will receive a confirmation email with your Return Authorization (RA) Number within 24 business hours

Step 2: Prepare Return Package

  • Pack items securely in the original packaging (or suitable alternative)
  • Print the RA label received via email and attach it to the outside of the package
  • Clearly write the RA Number on the shipping label (packages without RA numbers will be refused)
  • Do not include any non-returnable items (e.g., free gifts, accessories not part of the original order)

Step 3: Ship Return

  • Please mail the returned items to the original shipping address.
  • We recommend using a trackable shipping service, as we are not responsible for lost packages
  • Return shipping costs are the responsibility of the customer, except in cases of defective items or shipping errors

3. Exchange Process

  • Follow Steps 1-2 of the Return Process, selecting “Exchange” as the reason
  • Specify the desired size/color in the return request form
  • Exchanges are subject to product availability; if the requested item is out of stock, we will issue a refund
  • Exchange shipments are sent free of charge within the continental United States

4. Refund Process

  • Once your return is received and inspected (typically within 3-5 business days), we will send an email confirming receipt and approval/denial of your refund
  • Approved refunds will be processed to the original payment method within 5-7 business days
  • Refund amounts exclude original shipping costs and any return shipping fees paid by the customer
  • If you received a gift, refunds will be issued to the original purchaser

5. Defective or Incorrect Items

If you receive a defective, damaged, or incorrect item, please contact us within 7 days of delivery

Provide your order number, photos of the item and packaging, and a detailed description of the issue

We will arrange for a free return and provide options for replacement, exchange, or full refund (including original shipping costs)

Contact our Customer Service Team at: [email protected]

6. International Returns

  • International customers must initiate return requests within 45 days of delivery
  • International return shipping costs, customs fees, and duties are the responsibility of the customer
  • Refunds will not include original international shipping costs or any customs fees/duties paid
  • Please note that some countries may assess additional fees upon return; cindernook.com is not responsible for these charges

7. Modifications to Policy

Cindernook.com reserves the right to modify this Return & Exchange Policy at any time. Any changes will be posted on this page with an updated “Last Updated” date. We recommend reviewing this policy before initiating a return.

For further assistance, contact our Returns Department at [email protected].