Exchanges and Refunds

Each piece of clothing is sewn to order by Antoinette in her studio. She takes great care with each piece to make sure it fits well but occasionally there are issues....

If the item you ordered doesn't work in some way, you can exchange it for another size or color within 10 days of purchase only .  

Before you send back an item you will need to:

• Send an email first with information about why you are not happy with your purchase.

• Mail via USPS (tracking is recommended) to Cinderloop, 160 Western Avenue, Box # 121, Lowell, MA 01851.

• The cost of sending a new item in exchange will in most cases be born by the customer. Exceptions include goods that are sent in error or arrive damaged, or at Antoinette's discretion.

Custom items

Custom pieces can only be returned for store credit or exchange for another item.

Late exchanges/returns

IIf more than 10 days have gone by since your purchase, then you are no longer eligible for an exchange or refund. This short timeframe is because Antoinette often creates styles in limited editions, with limited available fabric yardage that can run out quickly.

Damaged items

If an item arrives damaged in some way please email Antoinette as soon as possible. This way there will be no doubt that the damage occurred before arrival. And a replacement can be sent quickly.

To be eligible for a return or exchange, your item must be in the same condition that you received it, unworn, and with the original tag in place.

Items for exchange or refund that are returned either damaged or soiled or otherwise not in their original condition, and where the damage was not reported upon initial receipt by the customer, will only be eligible for an exchange or refund upon Antoinette's discretion.

Gift Cards

Gift cards are non-returnable. They do not expire. If a gift card email is lost, please email Antoinette and she can look it up and resend it.

The exchange/refund process

Once your return is received and inspected, you will get an email to notify you whether or not your exchange or refund has been approved. If you are approved for an exchange then the replacement will be sent out as soon as it is made, usually a week or two later. If you have been approved for a refund, then your refund will be processed, and a credit will be applied to your credit card or original method of payment, within 3 days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please send an email about your missing refund.

Sale items

Only regular priced items may be refunded. Sale items can be returned for exchanged only, within 10 days after purchase as above.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a credit will be emailed to you. If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will issue a credit to the gift giver.

Shipping

Mail to: Cinderloop, 160 Western Avenue, Box # 121, Lowell Massachusetts, 01851

You will be responsible for paying for your own shipping costs for returning or exchanging your item unless there has been an error in the order or goods arrive damaged. Shipping costs are non-refundable in most instances.

Please consider adding tracking so you can be sure your item arrived safely.

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