Returns/Exchanges

New Return Portal

We now offer return/exchange and package protection through a company called "REDO". For a small fee that is opted into and paid at checkout, customers will have access to shipment protection (on the shipment to you), savings on exchanges and store credit options, and a free return/exchange label. To qualify, customers will need to opt in for the free return/exchange and package coverage option at the check-out screen. The cost for this starts at $5.98, and increases slightly for orders totaling $150 or more.

All Return requests must be submitted through our Return Portal, regardless of if you purchased the REDO protection or not. This is linked below and throughout the page.

CLICK HERE FOR RETURN AND EXCHANGE PORTAL

General Return/Exchange Policies

Customers must purchase the REDO return/package protection option at checkout to qualify for a free label, protection, and exchange/Store Credit incentives.
- Returns for orders that did not purchase this option, will be subject to a 15% restocking fee, and customers will need to pay for the return shipping to us
Clearance items, Socks/Undergarments and Gift Cards are not accepted as returns or exchanges under any circumstances.
- Clearance listings will have a yellow highlighted message on the product page, stating their status.
- They are one-off items, so you won't be able to select the size, as we are only selling the one size of that style. The size will be included in the title.
- If you have any questions about whether an item is clearance or not, please contact us to check before you place your order!
Our Return/Exchange window is 30 days - starting on the day the products were received. This is reflected in our return/exchange portal, which will automatically deny requests after this time period has ended.
- During the holiday season, this window is extended slightly, on a case-by-case basis.
All products must be returned in their original condition (never worn and never washed, with original tags attached)
All products must be returned in original branded packaging, if it was included. This includes boot boxes with the brand name on them, or any branded packaging the product came in. Please include exterior packaging to protect the products during shipment back to us.
Products that are received damaged due to lack of care or effort when shipping, will be subject to a restocking fee. See a table for full restocking fee details further down on this page.
Returns of 5 or more items will be subject to a 10% restocking fee, regardless of purchasing the package/returns protection.
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.
Labels are offered through our Return Portal only - they will be free for anyone who has purchased the coverage option at checkout. For everyone else, they should reflect a discounted rate that can be taken out of the refund or charged to the customer.
We reserve the right to refuse any return or exchange of merchandise that does not meet these requirements.
If you have any questions, contact us here.

CLICK HERE FOR RETURN AND EXCHANGE PORTAL

REDO Package Protection/Information

Due to the ongoing increase in returns and exchanges, we have implemented a streamlined return option (that includes a charge at check out), while tightening up our return policies for customers that are opting out of this return/protection option. In short, if you are worried about fit/sizing for any reason, it is in your best interest to purchase this protection at checkout - as customers who do not will be subject to restocking fees and label costs. Overall, the new costs up front will always be cheaper than opting out of the protection, and attempting to file for a return/exchange later. Please review further details below!

Returns/Exchanges

At checkout - we offer a REDO package/return protection option that starts at $5.98 and increases by a small percentage on orders over $150. If the REDO coverage option is purchased, the customer will have access to a FREE return label if needed, protection on the outgoing shipment to them, potential exchange/store credit discounts, and priority handling of requests.

This will be limited to one label per return session, so if you are returning product in bulk, you may need to pay for additional shipping if you cannot consolidate the items into one box.package. Through our portal, customers can file for this option and complete their intended resolution.

If the coverage option was not purchased at checkout - the package protection will be waived and return/exchange labels will be available at the flat-rate charge for the shipment. Returns for refunds will also be charged a 15% restocking fee. The portal will still help out with a return or exchange - so please place your request there, regardless of coverage. There is no option to pay for the service after your order has shipped.

Package Protection

If the REDO coverage option is purchased, the customer will be covered on their shipment under qualifying events that result in a package being lost or undelivered. It is important to note that products that are lost or stolen after they have been delivered are NOT covered. If the tracking is showing a delivery picture that lines up with all tracking updates and the customer's address - that is considered to be a completed shipment. Anything that happens beyond that is not our responsibility and we will not cover packages that show proof of delivery but are claimed to be lost or stolen.

For packages that showing a long delay in shipment, with no delivery date update after a week, we will cover you. The resolution on our end will be to reship the order to you, free of charge, or refund the full amount paid on the order, minus any charges for shipping or coverage. To access this option, customers will need to file a claim through our portal for us to review. Claims may be rejected if they fall outside of our intended scope of coverage or do not meet the requirements within the coverage. For specific details, see the sections below.

CLICK HERE FOR RETURN AND EXCHANGE PORTAL

Cost Comparison of REDO

	Old Policy	New Policy - With purchase of Coverage	New Policy (No Coverage purchase)
Package Protection Cost	$0.98 - $140.38	$5.98*	Carrier Claim-based
Refund Costs	Return Label Price ($8-$15) + 10% restocking fee	$0 (full refund)	Return Label Price ($8-$15) + 15% restocking fee
Exchanges/Store Credit Costs	$0	$0 (can include further discounts!)	Return Label Price ($8-$15)
Total Costs (avg)	$15-$20	$5.98 (per order)*	$15-$25

*For orders over $150, the fee will be calculated at checkout but will increase incrementally based on the value of the order.

CLICK HERE FOR RETURN AND EXCHANGE PORTAL

Returns, Exchanges Guidelines

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. Alternatively, if you filed a return/exchange through our Return Portal, you will receive email alerts notifying you of the progress of the return/exchange. The 30-day window does not apply to any shipping times so we will always be flexible based on ship dates. During the winter holidays, the return window will be extended to accept products bought as gifts. Any requests outside of this window will need to be approved manually and may be subject to restocking fees.

REFUNDS

Refunds can be issued in two forms. The first is a monetary refund, back to the original method of payment, the second is a store credit. The store credit will be issued as a gift card delivered via email. The gift card contains the full value of the refund in the form of a code to use on our website at checkout.

Please select your preferred method on the return and exchange form or in the Return Portal.

The following items are never refunded under normal return circumstances:

Original shipping charges, if they exist
REDO package protection/free returns option found at checkout
Gift Cards or any sort of Gift Card Value
Store Credit (to any sort of original payment)

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.

EXCHANGES

To process an exchange, please visit our Return Portal (steps and link are shown at the top of this page). We do not offer exchanges on International Orders, Clearance items, or Socks/Undergarments under any circumstances.

Customers may exchange for any items through the portal, and if the total comes out to more than the amount you are returning, there should be a prompt to submit payment for the remaining amount. Conversely, if you are exchanging for less than the amount you are returning for, you will be refunded the difference.

CLICK HERE FOR RETURN AND EXCHANGE PORTAL

Restocking Fees

A note about Large Returns: Regardless of purchasing the package protection/free label option, we charge a 10% restocking fee on any return of 5 items or more. This fee is to help with the restocking and reselling of used/shipped product that we cannot return to the manufacturer.

We reserve the right to charge restocking fees for any product that we receive in a damaged/defective/used state that was not otherwise discussed before the return.This does not apply to products that were received in a damaged/defective state, for those scenarios, please see the section below. Please see below for general restocking fee cases:

Return Condition	Restocking Fee withheld
*Missing Tags, Missing/Damaged Boot Boxes	5-10%
*Large Returns(5+ items on an order)	10%
Refunds without REDO coverage (can avoid fees by exchanging/accepting store credit)	15%
*Damages such as slight scuffs, wrinkles, or any imperfections that can be cleaned/ironed/removed - so the product can be sold as new	10-25%
*Wrong Product Completely, Damaged beyond repair, can not sell as new, or items missing from the box/package	50-100%, or ship back to customer with a label charge.

*These fees will be assessed regardless of REDO coverage purchase

Damaged/Defective Product Claims

For all issues regarding damaged, defective, or incorrect products - please file a claim through the same return portal below, by selecting "Claim" instead of "Return".

CLICK HERE FOR CLAIM PORTAL

All customers need to file a claim through our portal within the following Time window:

For Missing/Undelivered packages with a tracking number associated, after at least 1 week of no tracking updates from the carrier
For Damaged/Incorrect/missing Items out of the box - within 15 days of receipt
For any orders that do not have a tracking number associated to them, you can either file the claim or reach out to us directly at service@thewesterncompany.com

PACKAGE PROTECTION INFORMATION

All customers need to file claims for their orders through our return/claim portal:

CLICK HERE FOR CLAIM PORTAL

If REDO coverage was purchased at check-out, you are covered on anything that happens during transit of the product to you. Once an order is delivered, as shown by tracking we have provided, the protection ends.

For a package to be considered lost/missing/undelivered, the tracking needs to show either those specific details, or have no shipping updates for at least one week. The protection ends when a package is successfully delivered (as marked/shown on the shipment tracking), and does not cover packages that are stolen or lost after a delivery. Please be mindful of the tracking associated to the order and reach out to us if you have any concerns about the shipping!

If REDO coverage was not selected, we will be happy to file a claim on your behalf, but we will only cover claims that are approved by carriers.

A replacement or refund will be based on the outcome of the shipping claim, which can take 2-4 weeks to hear back. In general, if the tracking is showing delivered and the address we have on file is the correct address, we are not responsible for covering a replacement or refund.

In all scenarios that we send out a replacement, we will only send out ONE replacement free of charge.

If there is any chance that a missing package was due to a wrong address or missing delivery instructions, please provide that information in your claim. If we pay for an item to be reshipped, and that second item is also lost, there will be no refund or third shipment.

External Marketplace Returns

If you purchased an item with us through Amazon, Ebay, Walmart, or another external marketplace, please follow the return processes available on the respective marketplace. If you still need help, contact us here.

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.