If you're not happy, we're not happy! At The Other Sparrows, we aim to please, so if you're not completely pleased with your order, we'll do whatever we can to make it better!
Read our Returns & Refunds Policy below, follow the steps for the type of transaction you want to make, and remember, you can always Contact Us with any additional order or product-related questions or issues!
1. All returns packages must be shipped out at our address within 30 days of the date your order shipped from us (that's the date and time you received your shipping notification). A photo of your return shipping receipt with tracking number is needed.
2. Returns are processed within 2-3 working days after arriving back at our address.
3. Refunds can only be issued to your original payment method. We are unable to switch refunds to a new or different payment method other than what was originally used on your order.
4. Shipping is non-refundable, and you are responsible for the return shipping fee also, except in cases where we have made a shipping error. Please notice that the shipping cost you paid in your order (or free shipping) is the discount shipping fee within the order only. Please contact us to calculate the full price shipping cost for your order by actual weight, which is non-refundable and need to be deducted from your refund.
5. For exchange, you are responsible for the shipping cost in both way. Please contact us for our warehouse address. Our customer service will help you to calculate the shipping fee for exchanged items with other information to make the exchange.
6. Original shipping fee will be deducted from your refund if you refused to pay tax when your order was checked by custom and caused the return.
7. The following items are non-refundable:
- Returns shipped back after 30 days of the original order shipment date
- Returns received in damaged or worn condition
- Shoes returned with postage stickers on the original shoebox - please place the shoebox inside a larger packing box
- Free gifts
- Items that are final sale and cannot be returned: tights, socks, jewelry, swimsuits, sunglasses, accessories and any items marked as final sale
How to make a return
It’s a snap! First, make sure you’ve read our Returns & Refunds Policy above. As long as your items are eligible for return and fall within the 30-day international returns window, follow these easy steps:
1. Send an email to firstname.lastname@example.org, let us know what items you would like to send back and the reasons for your return. The customer service will reply you with the returning address.
2. Place the item(s) in unworn condition in a securely sealed package.
3. Send your package back to us. (In general, you are responsible for the return shipping fee, unless there was an error on The Other Sparrows' part - such as incorrect item, size, or color, we will take care of the return shipping fee, or provide you with an alternative solution.) Do remember to send a picture of the return receipt to us at email@example.com, then we can track the package and service you well.
We'll email you when we process your return!
About refundsReturned items are subject to verification of error by our QC team. We will do this once we've received the item you've returned.
We will complete the refund in 3 days after receiving your returns and verification. The customer care will send you an email regarding your refund.