Returns & Exchanges Policy
Returns & Exchanges Policy
Policy Overview
We want you to feel completely confident in your purchase from Sutton & Wilde. If something isn't quite right, we've built a straightforward returns and exchanges process designed to be fair, transparent, and easy to navigate.
Return & Exchange Eligibility
To qualify for a return or exchange, items must be new, unused, and in their original packaging, with all accessories, tags, and included materials intact. We inspect every return upon arrival to ensure it meets these conditions before processing.
Return Window
You have 30 days from the date of delivery to initiate a return or exchange. We chose this window to give you enough time to genuinely experience your piece before deciding whether it's the right fit.
Return Shipping Responsibility
If you've changed your mind about a purchase, return shipping is your responsibility. If we made an error or your item arrived defective, we cover all shipping costs, no exceptions. Either way, we provide a prepaid return label for your convenience — for buyer's remorse returns, the label cost is simply deducted from your refund.
How to Start a Return or Exchange (RMA Process)
Getting started is simple. Email concierge@suttonandwilde.com with your order number and a brief note about your return or exchange. Our team will confirm your eligibility, issue a return authorization, and send along your prepaid shipping label so you can send your item back with ease.
Damaged or Defective Items
If your order arrives damaged, please report it within 15 days of delivery so we can resolve it quickly. Just reach out with photos of the damage and your order number, and we'll take care of the rest — including full shipping coverage and a replacement or refund, whichever you prefer.
Cancellations
Plans change, and we understand that. If you need to cancel an order, simply contact us before it ships and you'll receive a full refund. Once an order has shipped, our standard return process applies instead.
Refund Processing Time
Once your returned item arrives and passes inspection, we process your refund within 7 business days. Your original shipping cost is included in that refund, so you're never left covering fees for a return that wasn't your fault.
Our Error vs. Customer-Initiated Returns
We hold ourselves to a simple standard: if the mistake is ours — wrong item, damage, or a defect — you shouldn't pay for it. In these cases, we cover all shipping and process your full refund, including original shipping costs. For returns based on personal preference, the same fair process applies, just with return shipping handled on your end.
Exchanges Process
Prefer a different size, color, or style? We're glad to help. Exchanges follow the same 30-day window, and you're responsible for both the return shipping and the cost of reshipping your new item. Once we receive and inspect your original piece, we'll get your exchange on its way.
Final Reassurance Statement
Buying a piece you'll use and love for years should feel exciting, not uncertain. That's why we've built a returns process that treats you fairly at every step — because trust is something we work to earn with every order, not just promise in a policy. If you ever have questions, our concierge team at concierge@suttonandwilde.com is here to help, plain and simple.
