Returns and Exchanges

How long do I have to return my Pair, Tops, or accessories?

Where can I find the 7-digit order number required for accessing the returns portal?

How do I return or exchange my order?

Can I combine multiple returns into one package?

What happens if I'm placing a new order with a gift card and previously used a discount code?

Can I edit my order after it's been placed?

How long do I have to return my Pair, Tops, or accessories?

1. • You have 30 days from the date of delivery to initiate a return.

Where can I find the 7-digit order number required for accessing the returns portal?

1. • You can locate the 7-digit order number, labeled as the "PO Number," on your packing slip or in the confirmation email with the subject line "Order --- confirmed."

How do I return or exchange my order?

US: There’s 2 ways you can return Pair Product.

1. Return with Happy Returns
   1. Start your return HERE and follow the instructions for a box-free, label-free return drop off – powered by our partner, Happy Returns. (Note: Only three items at a time can be returned using Happy Returns)
2. Return by mail:
   • You’ll find instructions for setting up an online return by clicking HERE. From there package your return using the provided prepaid return label and send the products back to us.

AUS/CA/GB: Return by mail:

• You’ll find instructions for setting up an online return by clicking HERE. From there package your return using the provided prepaid return label and send the products back to us.

Please note that for your third return, a processing fee of $5 will be deducted from your refund.

What is Happy Returns?

• We partner with Happy Returns to offer box-free, printer-free, and sustainable returns and exchanges. Start your return online, select the items you wish to return and tell us why. Then, locate a Return Bar near you by clicking HERE. Use the QR code emailed by Happy Returns to complete your return drop-off in less than a minute. When you complete your return at a Return Bar, debit or credit card refunds are initiated immediately, but can take a few business days to post to your account (this is all based on how your credit card company handles refunds).
• There are thousands of Return Bar locations across the country at The UPS Store retail locations, Staples, Petco, Ulta Beauty, and Giant Eagle - find one near you.

 Can I combine multiple returns into one package?

1. • For efficient processing, please ensure returns are packaged separately with the corresponding prepaid shipping labels. Combining returns may delay refunds.

What happens if I'm placing a new order with a gift card and previously used a discount code?

1. • If you need to pay the difference on your new order due to a discount code used on the returned order, contact us. As a one-time courtesy, we'll manually adjust your new order to match the original discount.

Can I edit my order after it's been placed?

1. Accidents happen. That being said, there is a small window of time once you've placed your order, in which you can possibly cancel your order.
2. Our order process moves quickly once an order is submitted, but we will try our best to cancel the order for you, as we're unable to make edits to the order. Once cancelled, you can then place your order again with the correct values.

If we are unable to cancel that order, no worries! Once the order is received, you can begin the exchange/return process for the order. Pair has a 30 day exchange policy on our Base Frames and Top Frames.