MOVE NOTICE

We have moved! See below for the address update. For any questions or concerns, please reach out to us at service@thewesterncompany.com. The new address is below:

New Address:
3508 Peoria Street, Unit 104 Aurora, CO, 80010

Old Address:
4725 Paris St, Unit 275 Denver, CO, 80239

 

Introducing REDO package protection with free return/exchange coverage!

CLICK HERE FOR RETURN AND EXCHANGE PORTAL

We are constantly trying to improve our return and exchange options to better serve our customers and are currently undergoing further improvements to a return portal option. We are currently rolling out a new feature that will give customers the option to opt-in for "full coverage" before they check-out. In the past we have offered an option for shipping insurance at check-out, but charged for a return label if needed. We are going to be consolidating these options with our free exchanges, to offer "full coverage" for shipping, returns, and exchanges, as customers check out. To qualify, customers will need to opt in for the free return/exchange and package coverage option at the check-out screen. Below is the general comparison to show what you will be saving:

 

	Old Policy	New Policy - With purchase of Coverage	New Policy (No Coverage purchase)
Package Protection	$.98 - $140.38	Included*	Carrier Claim-based
Returns	$10-$25	Included	Reduced Price of label to ship
Exchanges	Free	Included	Reduced Price of label to ship
FULL Coverage (all of the above)	not offered	$4.98 (per order)*	N/A

 *For orders over $200, the fee will be calculated at checkout but will increase by 1% of the cost of the order.

 

In short, customers that select the option at checkout will have their package shipment covered against damage, lost, and missing claims and access to free return/exchange labels - all on top of our free shipping to you!  

If the option is not selected - you will still be able to use our portal, but you will not receive the normal package coverage, and return/exchange labels will not be free, if needed. Please scroll down below for more details regarding our new Return/Exchange/Package coverage option.

 

CLICK HERE FOR RETURN AND EXCHANGE PORTAL

General Return/Exchange Policies

• Clearance items and Gift Cards are not accepted as returns under any circumstances.
• 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 (November-December), we will accept returns that were bought as gifts through January, as long as they are in brand-new condition.
• 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 below for details.
  
• We reserve the right to refuse any return or exchange of merchandise that does not meet these requirements.
• 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 - 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.
• If you have any questions, contact us here.

 

Further Details regarding our policies:

REDO Return/Exchange/Protection Coverage Details

Returns/Exchanges

If the REDO coverage option is purchased, the customer will now have access to a FREE return label if needed! Through our portal, customers can file for this option and complete their intended resolution. If the coverage option was not purchased with the order at checkout - the portal will still help out with a return or exchange, but the customer will be charged for a return label.

Shipping Insurance

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. 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 Customers whose return/exchange requests were filed before or during this transition, please reach out to our customer service team for any questions about the processing of your request.

RETURN WINDOW

 

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.

 

SHIPPING LABELS/FEES

 

For customers that purchased package protection at checkout, return and exchange labels are now all free! All return shipping labels provided by us will be done so through our portal, found below:

CLICK HERE FOR RETURN AND EXCHANGE PORTAL

If you are shipping with your own labels/services, we recommend shipping with an insured option and that you retain the return tracking number. We are not responsible for items lost or damaged during return shipping if they are not shipped under our labels, and we will not refund any shipping costs not purchased through our systems.

 

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.

Customers that paid for package protection at checkout will receive 5% back in additional credit when selecting the store credit refund option.

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
• Any taxes charged on the order
• 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 or Clearance items 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

 

Manual Returns

If for any reason you do not want to use the online return portal and would just like to return an order to us, you may do so using the form below. All of our return policies still apply and the customer will be responsible for shipping the products back to us (including label costs and shipping to us within the 30-day time frame).

Please download, print, and include our return form with your return shipment. Please note new address above, as the form may not be updated.

Click Here to Download our Return Form

 

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.

 

RESTOCKING FEES

 

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 Boot Boxes	5-10%
Slight scuffs, wrinkles, or any imperfections that can be cleaned/ironed/removed	5-15%
Damages or defects that will limit us from selling the product as "New" - but can still be sold as "Used" or "Second-hand"	15-50%
Wrong Product Completely, Damaged beyond repair, or items missing from the box/package	90-100%, or ship back to customer with a label charge.

 

DAMAGED, INCORRECT, OR MISSING PRODUCTS

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

Regardless of if package protection was purchased, 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, we will review the order and claim within the portal and issue a replacement or a refund. 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. In the event that the tracking is showing delivered and the customer has not received their item, we will likely file a claim and conduct more of an investigation before replacing/refunding, but as long as the coverage option was purchased, we will always work towards your preferred resolution. Please note - for any claim, we will usually do our best to track down the original order before sending a replacement or reimbursement.

If REDO coverage was not selected, we will be happy to file a claim on your behalf with the shipping company responsible. A replacement or refund will be based on the outcome of the shipping claim. 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.