Refund and Returns Policy
Refund & Return Policy
At TheDrewStore.com, we want every customer to feel confident when shopping with us. We understand that sometimes a piece does not work out the way you expected — whether it is a sizing issue, a change of mind, or something else entirely. That is why we have put together a straightforward and fair refund and return policy that makes the process as simple and stress-free as possible.
Please take a moment to read through the information below before making a return request. If you have any questions that are not covered here, you can always reach our support team directly at info@thedrewstore.com and we will do our best to help.
Eligibility for Returns
To be eligible for a return at TheDrewStore, the following conditions must be met:
- The item must be returned within 30 days of the date you received your order
- The item must be unworn, unwashed, and in its original condition
- All original tags must still be attached to the item
- The item must be returned in its original packaging where possible
Items that show signs of wear, washing, or damage caused after delivery will not be accepted for return. We reserve the right to refuse a return if the item does not meet the conditions listed above.
Non-Returnable Items
The following items cannot be returned or exchanged under any circumstances:
- Sale or discounted items marked as final sale at the time of purchase
- Items that have been worn, washed, or altered in any way
- Gift cards or store credit
If you are unsure whether your item is eligible for return before sending it back, please contact us at info@thedrewstore.com and we will clarify before you go through the process.
How to Start a Return
Starting a return with TheDrewStore is straightforward. Simply follow the steps below:
- Email us at info@thedrewstore.com with your order number, the item you wish to return, and the reason for your return
- Our team will review your request and respond within 2 to 3 business days with return instructions
- Pack your item securely and send it back to the address provided in our response
- Once we receive and inspect the returned item, we will process your refund or exchange accordingly
Please do not send items back without first contacting us, as returns sent without prior authorisation may not be processed.
Refunds
Once your return has been received and inspected, we will notify you by email to confirm whether your refund has been approved or declined based on the condition of the item.
If approved, your refund will be processed and applied to your original payment method within 5 to 10 business days depending on your bank or payment provider. Please note that original shipping costs are non-refundable unless the return is the result of an error on our part or a faulty item.
If your refund has not appeared after 10 business days, please check with your bank or card provider first as processing times can vary. If you are still experiencing an issue, contact us at info@thedrewstore.com and we will look into it for you.
Exchanges
If you would like to exchange an item for a different size or colour, please follow the same process as a return by emailing us at info@thedrewstore.com with your order details and the exchange you are looking for. Exchanges are subject to stock availability and will be confirmed by our team before the return is processed.
Faulty or Incorrect Items
If you receive an item that is faulty, damaged, or different from what you ordered, please contact us within 7 days of receiving your order at info@thedrewstore.com with your order number and a photo of the issue. We will arrange a replacement or full refund at no additional cost to you, including return shipping where applicable.
Return Shipping Costs
Unless the return is the result of a fault or error on our part, return shipping costs are the responsibility of the customer. We recommend using a tracked shipping service for your return as TheDrewStore cannot be held responsible for items lost or damaged in transit on the way back to us.