Back to FAQ's

Q. What is your Returns & Exchange policy?
You can find our full Returns Policy here , which is also located on the lower footer of our website.

We want you to be completely satisfied with your purchase. If you change your mind for any reason, you are welcome to return your purchase for a store credit, subject to certain conditions.

We have just introduced our new Returns Portal, you can now easily submit your return and print return labels (pre-paid shipping labels available for USA customers) with a few easy steps. Get started here.

ⓘ View our Returns Policy

Q. What happens if I change my mind about my order?
We understand things happen. You're welcome to return your item(s) for a store credit. You can action your return via our Returns Portal within 5 days of delivery / or contact our studio here within 5 days of delivery.

ⓘ View our Returns Policy here

Q. What if my order arrives faulty, damaged or incorrect?
If your item is damaged from shipping and you purchased ROUTE Insurance at the checkout, you can make a claim directly via the Route Claims Portal.

We will happily re-ship you an item if you received something incorrectly or if the product is faulty upon arrival. Please contact our studio here or self-serve via our Returns Portal, as soon as possible should this happen.

ⓘ View our Returns Policy here

Q. What about return or exchange shipping costs?

You will be required to pay for your own shipping costs if you decide to return your order. Shipping costs are non-refundable. We recommend using a trackable shipping service, as it is the customers responsibility to ensure its safe return. 

If your item is damaged or incorrect, we will happily cover the return shipping costs. If you're located in the USA, we will usually provide you with a pre-paid shipping label for an easy return.

ⓘ View our Returns Policy here

Still have a question we haven't answered? Reach out to our studio here