Returns & Exchanges
Returns & Exchanges
Free & Easy Free return shipping (label emailed on request) *except international deliveries
30 Days Full Refund, Exchange, or Store Credit
Sales All items purchased during a sale event (i.e. Black Friday) are final sales.
We want you to love everything you purchase from Coldsmoke, and we stand by every item we make. If you purchased a product directly from our site and aren’t satisfied for any reason, simply return it to us unused within 30 days and we’ll issue you a refund for the product. Please note: All discounted items are final sale and not eligible for a return or exchange.
If we receive the item within 30 days of purchase, we’ll issue your refund to the payment method you used, or provide an exchange or store credit based on your preference.
We are not able to provide prepaid shipping labels for international returns. As a result, international customers are responsible for return shipping. If you need an exchange, we will be happy to cover the cost of shipping the new item to you.
To return an international order, select your desired return method (refund to original payment, exchange, or store credit) and email us to let us know. Pack up the items in the box, and be sure to include the RA label that was emailed to you, or a note indicating the order number. Mail the package using your preferring carrier to our Head Quarters in Venice at the address below:
Q: How long does a return or an exchange take?
Return packages generally take up to ten business days to be processed in house and refunded by our Customer Care team. For more details, here’s a timeline:
– 1 – 6 business days for shipping the return via back to our warehouse in CA, USA
– 3 business days for processing the items at the warehouse and refunding the order
– We’ll send you an email notifying you of either your refund or your exchange order being placed
Just a heads up here, credit card refunds take 3-5 business days to appear on your statement from the time they’re processed. Store credit refunds are processed immediately once the item is scanned into the system by the warehouse.
If you think your return has taken longer than expected, contact firstname.lastname@example.org with your order number and the items you returned and we will look into it for you ASAP.
Exceptions – fees incurred to customers
If an item is to be re-shipped there is a fee of $10.
If a customer needs to adjust/correct their address there will be a $5 for UPS.
Refusal on delivery will incur a 10% of purchase fee for covering re-stocking and administration.
Coldsmoke proudly guarantees the quality and performance of all our authentic products. Items with defects in materials or workmanship will be replaced or repaired at the discretion of Coldsmoke through our preferred three-year guarantee. Product damaged through wear and tear, misuse, or neglect may be repaired at a nominal charge. Repairs will be hosted through an outside tailoring service.
All items being returned to Coldsmoke MUST be accompanied with a Return Authorization Number (RA#). This information allows us, when necessary, to preemptively correspond with customs officials about a returned item. We will manually generate RA numbers for approved returns and your domestic shipping postage will be paid as an added service. Unfortunately, items shipped to our Returns Facility without an RA number will not be cleared for import by customs.
Please note: Required return items include proof of purchase (via email or original invoice), a purchase made directly from a Coldsmoke preferred retailer, and a brief description of the damages.