⟡Black Friday Sale Update:
Holiday Sale 25% discount on select items from Nov 23 - Nov 28th 11:59PM EST
Items in the sale collection are FINAL SALE, except for apparel items. Bathrobes are eligible for EXCHANGE ONLY at customer's shipping expense. Jackets, shirts, pants, and shorts remain eligible for exchange and return per our regular Holiday return policy: Apparel orders placed between November 17 and December 18 are eligible for returns and exchanges until January 8th, 2024. International apparel orders are eligible for return(only) during this time window.
Headwear and other accessories are final sale and cannot be returned or exchanged. Discount is only valid in the above stated window & cannot be applied to past or future orders outside of these specific dates & times.
We strongly suggest adding *Route shipping insurance for peace of mind and a quick and easy insurance claim process(usually 1-3 business days)! We do what we can to help locate missing packages, however we can only see the same tracking information that you have access to. If your package has gone missing in transit or has been marked as delivered, we are not responsible for the missing mail, but you can reach out to us to see what we can do. Please take care to ship packages to a location that you are confident in!
USPS Ground Advantage (2-8 Business days) + Processing time
USPS Priority Mail (1-3 Days) + Processing time
Orders are shipped within 1-7 business days from when they are placed. All domestic packages are shipped via USPS.
*Placing an order with Priority means that USPS will deliver your package within 1-3 business days; it doesn't guarantee that we will process your package faster than other orders. It will take 1-7 business days for your order to be processed on our end. If you need your order to arrive at a specific time, please get in touch with us at email@example.com to see what we can do.
All orders include tracking and coverage for lost and damaged shipments with insurance for item(s) valued up to $200. Additional insurance is available for $0.89 per $100 increment over $200. All insurance case claims are subject to our insurance provider's(Shipsurance) decision process. *Route insurance is also offered as an add-on charge option for a quick and easy review process.
DHL Express Worldwide (1-5 Business Days)
DHL eCommerce (3-12 Business Days)
Orders are shipped within 1-7 business days from when they are placed.
International orders are shipped by DHL Express Worldwide or DHL eCommerce shipping services. All duties and taxes are calculated at checkout, so you won't have to pay them upon delivery. Local currency and payment methods are available at checkout.
You can find a list of countries and regions we cannot ship to here.
*Placing an order with DHL EXPRESS WORLDWIDE means that DHL will deliver your package within 1-5 business days; it doesn't guarantee that we will process your package faster than other orders. It will take 1-7 business days for your order to be processed on our end. If you need your order to arrive at a specific time, please get in touch with us at firstname.lastname@example.org to see what we can do.
All orders Includes tracking and limited coverage for lost and damaged shipments with insurance for item(s) valued up to USD 100 for DHL eCommerce or USD 30 (per kilogram) for DHL Express Worldwide. Alternative insurance is available to purchase at checkout through *Route Green Package Protection.
⟡Return & Exchange policies
HOLIDAY RETURN POLICY UPDATE:
Apparel orders placed between November 17 and December 18 are eligible for returns and exchanges until January 8th, 2024. International apparel orders are eligible for return(only) during this time window.
Please read the product descriptions and size guides before placing your order.
All homeware items, headwear and accessories are final sale unless damaged or defective.
Making a purchase is an acknowledgment and acceptance of the return policy.
We accept returns and exchanges for apparel orders delivered to the USA. International orders can be returned only (no exchanges). The cost of returning the goods to us is the customer's responsibility. For apparel to be eligible, your item must be unworn/like new. Please email email@example.com within 15 days of delivery to start a return or exchange.
Returns must be dropped off at the shipping facility within five days from when the return label is emailed to the customer. Items with original tags and packaging in unworn condition that have not been washed or altered are eligible for exchange or return. We reserve the right to decide whether an item is eligible for full or partial refund based on the item's condition when received.
You must contact us before shipping your order back; please include the order number and a description of the problem.
Refunds are not issued for orders that could not be delivered due to insufficient or incomplete shipping addresses provided under your order. You will be required to pay an additional postage fee to have your item shipped again if an order is returned to our studio due to the following reasons:
Insufficient address provided under your original order
Was refused by the sender
Sent to an address that is no longer valid
Sale items are FINAL SALE, except for apparel and bathrobes are eligible for EXCHANGE ONLY at customer's shipping expense.
*IF YOUR ITEM WAS DAMAGED DURING SHIPPING, PLEASE GET IN TOUCH WITH US*
My Package is marked as "delivered," but I can't find it.
We recommend asking your neighbors, roommates/family, or your building's doorkeeper, just in case they're holding the package for you. Sometimes packages are marked as delivered by your postal carrier, but they ultimately cannot deliver them that day. In this case, the package is usually delivered within the next business day or so.
My package is lost.
Please email us at firstname.lastname@example.org to see if we can help.
We strongly suggest adding *Route shipping insurance for peace of mind and a quick and easy insurance claim process(usually 1-3 business days)! We are not responsible for the missing mail. Please take care to ship packages to a location that you are confident in!
Look for more information on shipping and our refund/return policies.
If you purchased Route Green Package Protection service and experienced an issue with your order such as a lost or stolen package, please file a claim with Route’s team here.
⟡Route Shipping Insurance
*Route provides optional insurance for domestic and international orders—a package protection and tracking solution. Route provides low-cost shipping protection to protect your package if lost, stolen, or damaged while in transit.
When you add Route Protect at checkout, you can easily file a claim for lost, stolen, or damaged packages. When you file a claim, it will be reviewed for approval for a reorder or refund within 1-2 business days. You can file a claim for Route insured orders here.
Coverage costs are $1.95 under $100 or 2.5% over $100 of total cart value. Valuations are based in USD.
On top of protecting your orders, Route Green Package Protection is also 100% carbon neutral. Route has partnered with Patch, a high-integrity carbon-neutral project, to neutralize carbon emissions for each order!
Route is also a mobile app that lets you track your order visually and is available on Android and Apple app stores.
Note: Route Shipping Insurance refunds the item(s) cost alone. Shipping costs, taxes, customs/duty fees, and the Route premium are not included.
I would like some help finding a product in your store.
You can use the search bar in the top left-hand side of the shop website to search for items or browse through the various collections. If an item disappears from the website, it has sold out, and chances are that it's not coming back.
Is the "Machete" Keychain safe for Schools or Airports?
The keychain is NOT a real weapon; the "blade" is about 2" long, made of thick metal, and is not sharp at all. I can't assure you won't be stopped for inspection, but it is 100% not a knife. Buy at your own risk :o)
Is "Hat on Hat" coming back?
Yes! Stay tuned for new batches. You can sign-up for restock alerts on the product page. You can also follow me @natalikoromoto or subscribe to the shop newsletter(in the footer) to learn about new arrivals and offers. :)
If you have questions or concerns, please email us at email@example.com.
We'll get back to you ASAP, but please remember that this is a very small operation, and a reply email can take between 1-4 business days.
*Please note, social media messages(DMs) are not a supported method of contact.