Refund policy
Returns & Refunds
Every STRUT item is made for you after you order it. Nothing sits in a warehouse waiting. That is how we keep the quality where we want it — and it does not mean you are stuck with something that is not right.
The short version
You have 30 days from delivery. If it comes back unworn, unwashed and still tagged, you can exchange it or send it back for a refund. You do not need to give us a reason. Exchanges ship both ways on us. On refunds we take $6 off to cover the return label.
Damaged, defective or the wrong item
If your order arrives damaged, misprinted, or it simply is not what you ordered, we will replace it free of charge or refund you in full. Your choice, and there is no $6 on any of it.
Email hello@strutthreads.com within 30 days of delivery with your order number and a photo showing the problem. Do not ship it back — we do not need the item returned, and we will sort it out from the photo.
Wrong size, changed your mind, or it just is not you
Also fine, within 30 days of delivery. A gift that missed the mark counts too.
The item has to come back unworn, unwashed, and with the original tags still attached.
Request the return from your account, or email us and we will set it up for you. Either way you get a return number and a prepaid shipping label, so you are not standing at the post office paying for postage.
If you are exchanging, that label is on us, both directions.
If you would rather have your money back, we take a flat $6 off the refund to cover the label. That is the whole fee — no restocking charge on top of it. Once the item reaches us and we have looked it over, the rest goes back to your original payment method. Depending on your bank it can take 5 to 10 business days to appear.
Exchanges
Same 30 days, same condition, and we cover the shipping both ways. Tell us what you would like instead when you request the return — a different size, a different color, a different item entirely — and we will get the replacement made as soon as the original is on its way back to us. If there is a price difference either way, we will settle it with you before anything ships.
Gifts
If someone gave you a STRUT item and it is not right, get in touch with the order number from the packing slip or gift receipt. Same window, same condition rules. We can put a refund on a gift card instead if you would rather the giver did not find out.
What we cannot take back
We check every return when it arrives. If an item comes back worn, washed, missing its tags, or damaged by use rather than by us, we reserve the right to refuse the refund and send the item back to you. We will always email you first, with photos of what we are seeing, before we do anything.
Wrong address
If an order comes back to us because the shipping address was wrong or incomplete, we will contact you to arrange reshipping at your cost. Worth double-checking your address at checkout.
Lost in transit
If your order has not arrived within 30 days of shipping, contact us. We will file a claim with the carrier and make it right.
Order changes and cancellations
We start making your item quickly. If you need to change or cancel an order, email us immediately. If production has not started we can usually help. Once it has begun we are not able to stop it.
Questions
Email hello@strutthreads.com and a real person will answer.