NOTICE: These policies are outdated. Please view our new Return/Exchange Policies here.

 

Return/Exchange Policies

All products must be returned in their original condition (never worn and never washed, with original tags attached) and in original packaging. Boot boxes must also be in original condition, so please put them in another box or outer packaging for return shipment. We reserve the right to refuse any return or exchange of merchandise that does not meet these requirements. Refused merchandise will be sent back to the customer. Clearance items are not accepted as returns under any circumstances. Returns and exchanges may take up to 5 business days to be processed once received. You will receive a confirmation email after your return has been processed - if you would like to check on the status of the return/exchange, we recommend you save your return tracking when shipping out to us.

Please send all returns to: 

The FURMO Group
Returns Department
4725 Paris St. # 275
Denver, CO 80239

Please download, print, and include our return form with your return shipment.

Click Here to Download our Return Form

Our return window is 30 days. This begins on the day that the product was received by the customer and ends on the day that the customer ships the product back to us. Please save your return tracking number when you send the item back - This will help you track the progress and will also be a record of when you shipped the item. The 30-day window does not apply to any shipping times so we will always be flexible based on ship dates.

We recommend shipping your return with an insured carrier and with a tracking number. We are not responsible for items lost or damaged during return shipping.

Refunds can be issued in two forms. The first is a monetary refund that may be subject to a $10 label fee* . The second is a store credit for the full amount with no fees taken out. The store credit will be issued as a gift card delivered via email. Please select your preferred method on the return and exchange form. Original shipping charges are not included in refunds.

*We will be able to see in our system if a label was used but if you think we have taken this fee out in error, please contact us and we will look into it.

Exchanges

Need a different size or style? No problem! We are happy to process exchanges for requests that are sent within the 30-day window. We do not offer exchanges on International or Clearance items under and circumstances.

There are 2 options for exchanges:

If you are exchanging for a different size, we can process an even exchange. Once we receive the original product, we will place an order for the new size, and it will be shipped out according to our normal shipping and handling times. Please note, we cannot process even exchanges for international orders.

If you are looking for any other type of exchange, including a different style, different brand, or an item you would like expedited shipping on, we recommend placing a new order and sending back the original item for a purchase price refund.

Click Here to Download our Exchange Form

Just as we require with returns, all products must be in their original condition (never worn and never washed, with original tags attached) and in original packaging. Boot boxes must also be in original condition, so please put them in another box or outer packaging for return shipment. Customer is responsible for all return shipping costs beyond their first exchange.

Please send to: 

The FURMO Group 
Returns Department
4725 Paris St. # 275
Denver, CO 80239

We recommend shipping your return with an insured carrier and with a tracking number. We are not responsible for items lost or damaged during return shipping.

Once we receive your return, we will either issue you a purchase price refund or process your even exchange. Returns may take up to 5 business days to be processed once received. You will receive a confirmation email once your return has been processed. Please keep in mind that it may take up to 7-10 business days for your refund to be posted to your credit card.

Return Shipping Labels

We can provide domestic prepaid return shipping labels for a $10 fee on a request basis only. We do not provide shipping labels for International returns, requests that are approved - but outside of the return window, or exceptionally large returns. We will do our best to offer labels where we can but they are never guaranteed and we always reserve the right to deny a shipping label. Please email us at service@thewesterncompany.com to request a label. 

If you are exchanging an item or returning for store credit - we will happily provide you with one free return label per order. Please email us at service@thewesterncompany.com to request a label.

We will not refund shipping costs that we did not pay for ourselves so please do not inquire about shipping reimbursement for payments that were not made through us. Thank you for understanding.

 

Incorrect, Missing, or Defective Product

We now offer Route Shipping Insurance on ALL orders!

Route shipping insurance is preemptively added to your cart as you are checking out, but is visible and easily removable. If this option is removed, we will not bear responsibility for lost, stolen, or damaged goods. If you have selected and paid for the Route Insurance, you may follow their App instructions to help with filing a claim here:

https://claims.route.com/

Here is more information taken from Route's site regarding Claim Requirements:

Claims Reporting Time Frame(s) 

It is understood and agreed that the following timelines for claims transmittal must be adhered to in order for a claim to be processed: 

• Claims for packages presumed to be lost by the carrier, where the status is not “delivered” must be filed no sooner than 7 days after the scheduled delivery date for domestic shipments (and 20 days for international shipments), but not later than 30 days from the last checkpoint.

 

• Claims for packages marked by the carrier as “delivered” must be filed within 15 days from the date and time shown by carrier as delivered. In the event of theft, Underwriters may require a police report to be filed with the local authorities and/or a signed affidavit attesting to the theft of the covered property. Security video, showing evidence of theft, may substitute for a police report and/or an affidavit.

 

• All other claims should be filed as soon as discovered but in no event later than 60 days from the purchase date. 

 

If you did not purchase Route Shipping Insurance

We are still happy to help, although our decision will be based on the findings of the mail carrier. Please note the following:

Missing and Incorrect items need to be reported within 14 days of delivery (or expected delivery) so that we may accurately file a claim and look into the issue.

Defective products must be reported within 30 days of receipt. We are happy to reach out to manufacturer's on your behalf regarding any warranties but after that time period, we will not accept returns or replacements on defective items.

Please contact us via email at service@thewesterncompany.com to report a problem and receive further instructions.