Return Policy
** FREE RETURNS AND EXCHANGES ON ALL U.S. ORDERS **
** FOR ONE FULL YEAR FROM PURCHASE DATE! **
Return Window
We accept returns for one full year from the date of purchase. Yes, you read that right. One year from date of purchase. We want to give you peace of mind when you purchase. As long as the item still has its tags, and hasn't been worn, we will accept it back.
All sale and clearance items are considered "FINAL" and cannot be returned for a refund or store credit.
Damages must be reported within 30 calendar days of receiving merchandise or they cannot be returned. We know you get busy, and keeping track of deadlines is a total chore, so we give you an entire month to report it, and we keep the process simple. To start the process, send an email to "contact@scarletoak.com" with the reason for the return (and whether you'd like to exchange for another size), and the order number, and we'll print you out a return shipping label to send it back for a full refund. Simple as that. Put it in a box, slap the label on it, and hand it to the appropriate shipping company the label coincides with, and you're done!
Return Process (What we need from you)
We will need a few things from you to process a return. If you decide you do not like the item we sent, it doesn't fit well, or if you came to the realization your mortgage payment is more important than your online shopping habit (we completely understand), we still require a reason for the return. We use this information to make our store better for future customers.
To begin:
- Send email to: contact@scarletoak.com with your order number in the subject line. Order numbers can be found in your account on the website, or on the Packing List included in the packaging you received. If you didn't create an account on checkout, then ignore the order number in the subject line, and in the body of the email, please tell us the email you used to make the purchase, and the item you will be returning.
- Tell us the reason for the return. If you want to exchange it for something else, let us know which size, and we'll send you out the correct size.
Sending your package:
- A free return label will be created for you to return the item. This label is emailed to you. You will need to print it, and attach it to the box you are using to ship the product back. The label will be a USPS or UPS label. Just slap that label on the box and give it to the appropriate shipping company.
- Be sure to include your Packing List from the package we sent you, or the Invoice from the original sale. It will help speed up the return. If you don't have either, just make sure the email you used to purchase is marked somewhere....legibly, of course.
- Again, tell us the reason for your return by writing it on the back of either of these documents, or on a separate sheet in the box you send it back in. Keep it simple, or don't. It's up to you. The more info, the better it helps us improve!
If you prefer to use FedEx or UPS, you can send the package yourself without our free label to the corresponding address below, but we do not give any credits or refunds for your shipping costs if you do it this way. So use our label if you can, you'll be happy you did.
Receiving a Refund
Refunds are credited back to the account you used to purchase. We cannot issue credits to other accounts. The system doesn't allow it. Refunds and credits usually take 14 days. We need time to receive your item back, and process it. We try our best to do it sooner than that (like the day it's received), but we're only human, so please be patient.
Receiving Store Credit
If you're receiving store credit, you must have an account in our system. It is advised that you create an account in our system prior to checkout, so you can have all your orders and credits in one place. Store credits are shown during the checkout process. Store credit is valid for one year from the date the credit is given.
Exchange Policy
We currently do not have an "official" way to exchange an item. What we suggest is that if you're interested in the next size up or down, or another item, that you purchase it on the site, and go through the Return Process with the item you received. Be aware, items and sizes can sell out quickly during promotional events, and we don't want you to miss out on something because the return can sometimes take a bit of time.
Our address, if shipping to us via USPS:
Scarlet Oak
ATTN: Returns
PO BOX 7689
Capistrano Beach, CA. 92624
Our address, if shipping to us via any non-USPS company.
Scarlet Oak
ATTN: Returns
34281 Doheny Park Rd., #7689
Capistrano Beach, CA. 92624
What cannot be returned.
- Gift Cards, cosmetics, intimates, bras, camisoles, slips, tights, socks and Final Sale/Clearance category items are final sale and may not be returned.
- All returned items must still have the ORIGINAL TAGS on them.
- Returned merchandise must be UNWORN and UNWASHED. Items that appear worn, have stains, or smell of cigarette smoke, deodorant, pet hairs or odors, etc. will not be accepted. If an item has been worn once, it will not qualify for a return.
- Exact colors of merchandise may vary due to photography lenses, indoor / outdoor lighting, and computer monitor color palettes. Clothing patterns may also vary, so be aware before purchasing.
Discounted Items or BOGO Offers
Items purchased with a discount code can be returned for the purchase price after the discount. The only exception are sale items, which are final sale.
BOGO Examples:
Buy one, get one free.
- You buy a $60 item and a $40 item (your free item), for a total purchase of $60 (60+0). You return the $60 item. You will be refunded $20, since you kept the free item, which was worth $40.
- You return both items. You will receive a full refund for $60.
- You may exchange either item for different sizes, if they don't fit, and they will follow our normal one-year return policy.
Buy one, get one half off.
- You buy a $60 item and a $40 item (your half off item), for a total purchase of $80 (60+20). You return the $60 item. You will be refunded $40, since you kept the half off item, which was worth $40, but you already paid us $20 for it.
- You return the half off item. You will receive a refund of $20 for the amount you paid for it.
- You may exchange either item for different sizes, if they don't fit, and they will follow our normal one-year return policy.
Rather than force you to return both items, like many stores do, we allow you to return the one you don't want, and keep the one you do. Easiest way to understand it is this. If you return the higher priced item (the one that gave you the discount on the lower priced item), then the discounted item is charged as full price, and you get refunded the rest of the money you've paid.
Damaged Items
- If you have received an item with any problems or defects, please contact us at: contact@scarletoak.com within 30 calendar days to inform us of the issue. If we are not notified within 30 calendar days of your receipt of the item, then it will no longer qualify for a return or replacement. You must include a photo of the damage / defect with your email. Also, if damage was done to the shipping bag/box, pictures are required of the bag or box, so we can file an insurance claim with the Post Office.
- We are not responsible for damages to clothing caused by improper care or handling, or incorrect sizing. Be very careful not to damage the item when trying it on, for example, by overextending zippers, or forcing your arm through a sleeve that may be a bit too small. Just contact us to exchange the item for a larger size!
- Exact colors of merchandise may vary due to photography lenses, indoor / outdoor lighting, and computer monitor resolutions. Clothing patterns may also vary. If you have any questions, you can email us at: contact@scarletoak.com, or chat with us directly using our Facebook Messenger link in the bottom right corner.
