At runwayvine.com, we want you to feel confident when shopping for clothing online. If you are not completely satisfied with your purchase, we offer a return and exchange process subject to the conditions outlined below. Please read this policy carefully before submitting a return or exchange request.
1. Return Eligibility
Customers may request a return within 30 days of the delivery date.
To qualify for a return, items must meet the following conditions:
- Items must be unworn, unwashed, and unused.
- Items must be returned in their original condition, with original tags and packaging where applicable.
- Items must not show signs of wear, damage, alterations, stains, perfume, or other conditions that make them unsuitable for resale.
- Proof of purchase, such as an order confirmation or order number, must be provided.
- The return request must be submitted within 30 days of delivery.
For hygiene and product protection reasons, certain items may be ineligible for return where permitted by applicable law. Any applicable exclusions will be disclosed on the relevant product page or at the time of purchase.
Items that do not meet the eligibility requirements may be refused for return, subject to applicable consumer protection laws.
2. How to Request a Return
To initiate a return, please follow these steps:
Step 1: Contact Customer Support
Email retail@runwayvine.com within 30 days of receiving your order. Include your order number, the item you wish to return, and the reason for the return.
Step 2: Receive Return Instructions
Our customer support team will review your request and provide return instructions, including confirmation of eligibility and any additional information required.
Step 3: Prepare Your Package
Pack the eligible item securely, ensuring that it is in the required original condition. Include any information or documentation specified in the return instructions.
Step 4: Ship the Return
Send the package to the authorized return address provided below or in the return authorization instructions. We recommend using a trackable shipping service and keeping your shipping receipt until the return is completed.
Please do not send items to an address that has not been confirmed by our customer support team.
3. Return Address
All approved returns should be sent to the following address after authorization:
Return Recipient: runwayvine.com Returns Department
Street Address: [Insert Actual U.S. Return Street Address]
Important: Please contact retail@runwayvine.com to confirm the correct return address and obtain return instructions before shipping any item.
4. Refund Conditions and Processing Time
Once your returned item arrives, our team will inspect it to confirm that it meets the return requirements.
The refund process generally follows these timeframes:
- Return Review: Within 3–5 business days after the returned item is received.
- Refund Approval: Eligible refunds will be approved after the returned item passes inspection.
- Refund Issuance: Approved refunds will generally be issued to the original payment method within 3–5 business days after approval.
- Bank or Payment Provider Processing: The time required for the refund to appear in your account may vary depending on your bank, card issuer, or payment service provider.
You will be notified if additional information is required or if the returned item does not meet the eligibility requirements.
Refunds cover the amount approved under the applicable return terms. Original shipping charges, if any, may be non-refundable for returns due to a change of mind, except where otherwise required by applicable law.
5. Exchanges
We accept exchange requests for eligible clothing items, subject to product availability and the conditions in this policy.
Exchanges may be requested for a different size or another available variant of the same product. Requests for a different product may need to be handled as a return followed by a new purchase.
To request an exchange:
- Email retail@runwayvine.com within 30 days of delivery.
- Include your order number, the item you wish to exchange, the reason for the request, and your preferred replacement size or variant.
- Wait for confirmation and instructions from our customer support team.
- Return the original item according to the approved instructions.
- Once the returned item has been received and inspected, we will confirm whether the exchange can proceed and arrange the replacement, subject to availability.
We generally review exchange requests within 3–5 business days after receiving the returned item. Replacement dispatch is generally arranged within 3–5 business days after the exchange is approved, subject to stock availability and operational requirements.
Additional shipping charges, if applicable, will be communicated before the exchange is completed.
If the requested replacement is unavailable, we will contact you to discuss available alternatives or an eligible refund.
6. Damaged, Defective, or Incorrect Items
If you receive an item that is damaged, defective, or different from what you ordered, please contact retail@runwayvine.com as soon as reasonably possible.
Please provide:
- Your order number.
- A description of the issue.
- Clear photographs of the item and any visible damage, if available.
Our team will review the information and provide instructions for resolving the issue. Depending on the circumstances and applicable law, we may offer a replacement, exchange, refund, or another appropriate resolution.
For confirmed quality issues, damaged items, defective products, or fulfillment errors attributable to us, we will cover reasonable return shipping costs as appropriate. Customers will not be required to bear costs that applicable law requires us to cover.
7. Return Shipping Costs
For returns due to a change of mind, an incorrect size selection, or personal preference, customers are generally responsible for return shipping costs unless otherwise stated in the applicable offer or required by law.
For confirmed damaged, defective, or incorrectly shipped items, runwayvine.com will provide appropriate return instructions and cover reasonable return shipping costs where applicable.
Original shipping fees, if any, are generally non-refundable for change-of-mind returns, except where required by applicable law or expressly stated otherwise.
8. Non-Returnable Items
Items may not qualify for return or exchange if they:
- Have been worn, washed, used, or altered.
- Have been damaged after delivery due to improper use or handling.
- Are missing required original tags or components, where their absence prevents the item from meeting the return conditions.
- Fall within a disclosed return exclusion permitted by applicable law.
These exclusions do not limit any rights customers may have regarding defective, damaged, misdescribed, or incorrectly supplied products under applicable law.
9. Order Cancellations
If you need to cancel an order, please contact retail@runwayvine.com as soon as possible.
We will attempt to accommodate cancellation requests before the order is processed or shipped, but cancellation cannot be guaranteed once fulfillment has begun or the package has been dispatched.
If an order is successfully canceled after payment has been collected, any applicable refund will generally be issued to the original payment method. Processing times may vary according to the payment provider.