Refund policy
RETURN WINDOW
Eligible items on new and unused merchandise may be returned for a refund to the original form of payment within 10 days of delivery. Please review our authorized return guidelines below.
ELIGIBILITY & CONDITION REQUIREMENTS
To be eligible for a refund, items must meet the following strict criteria:
Original Condition: Items must be in original, unworn, unused, undamaged, and unaltered condition.
Original Packaging & Tags: All original brand tags, product packaging, brand boxes, dust bags, authenticity cards, certificates, and accessories must be intact and included.
Proof of Purchase: A valid receipt or order number is required.
Returned merchandise that does not meet these criteria will not be accepted and will be returned to the customer at the customer’s expense.
HOW TO INITIATE A RETURN
To start a return, please visit our Return Request page and submit the form with your order details. Once your request is reviewed and authorized, you will be issued a Return Authorization (RA), along with a dedicated return shipping label and detailed instructions on where to send your package. The returned item(s) must be dispatched within 5 days from the date the RA is issued. Items returned without an RA will not be accepted.
RETURN SHIPPING & DUTIES
The cost of the dedicated return shipping label—along with any mandatory customs clearance fees incurred during international transit back to our fulfillment facility—will be deducted from your final refund total.
INSPECTION APPROVAL & REJECTION
Once your package is delivered to our receiving facility, it will undergo a thorough quality inspection. ThirdFlr reserves the right, at its sole discretion, to determine if returned merchandise is in original, saleable condition.
Review Timeline: Please allow 3 to 5 business days after delivery to our facility for our team to complete this inspection.
Approved Returns: If approved, you will be notified and your refund will be processed to your original payment method within 10 business days.
Rejected Returns: In the event a refund is not approved, you will be notified. The item will be returned to you at your expense via a shipping invoice. If the return shipping invoice is not paid within 7 days, the item will be deemed abandoned and disposed of.
EXCEPTIONS & NON-RETURNABLE ITEMS
Shipping fees, customs charges, and duties are non-refundable. Sale, vintage, pre-loved, altered items, custom products, personalized items, personal care goods, gift cards, and items marked as Final Sale are strictly non-returnable.
EXCHANGES
To secure your desired item efficiently, we recommend returning the original item for a refund and placing a separate order for the new item.
REFUNDS
Upon inspection approval, your refund will be credited to your original payment method within 10 business days. Please note that your financial institution may take additional time to post the transaction. If more than 15 business days have elapsed since your approval without receiving your credit and your financial institution is unable to locate your refund, please reach out via our Contact Us page.