Returns

At WHEN & WHERE, we want you to love your purchase. If you are not 100% satisfied with your order, you may return any unworn, full-price merchandise within the specified return window. Please review the details below based on your location.

Domestic Returns (US & Canada):

• Eligibility: Items purchased at full price or with a first-time welcome code can be returned. Items purchased using Sitewide Codes or on Sale are Final Sale and not eligible for returns.
• Return Window: Returns must be initiated within 14 days of receiving your order.
• Return Process:
1. Email us at returns@whenandwherenyc.com with your order number and the items you wish to return.
2. Once approved, we will provide a prepaid return shipping label.
3. Pack the item(s) securely in the original packaging and ship it back using the provided label.
4. Important: Only one prepaid return label will be issued per order. If additional items from the same order need to be returned at a later time, the return shipping cost will be the customer's responsibility.
• Conditions: Merchandise must be unworn, unwashed, in original condition, with all tags and packaging intact. Once the return is received and inspected, we will issue a refund to the original payment method within 5-7 business days.
• Shipping: Original shipping fees are non-refundable. One free return label per order is provided, and any subsequent returns from the same order will not include a prepaid label.

International Returns (Outside US & Canada):

• Eligibility: Items purchased at full price or with a first-time welcome code can be returned. Items purchased using Sitewide Codes or on Sale are Final Sale and not eligible for returns.
• Return Window: Returns must be initiated within 30 days of receiving your order.
• Return Process:
1. Email us at returns@whenandwherenyc.com with your order number and the items you wish to return.
2. Once approved, return shipping instructions will be provided.
3. Customers are responsible for return shipping costs. Please ensure the item(s) are shipped back using a trackable and insured delivery service at your own expense.
4. Pack the item(s) securely in the original packaging, and ship to the address provided after return authorization.

• Conditions: Merchandise must be unworn, unwashed, in original condition, with all tags and packaging intact. Once the return is received and inspected, we will issue a refund to the original payment method within 5-7 business days.
• Bank Processing Times: While we process refunds within 5-7 business days, the actual time for the refund to appear in your account may vary depending on your bank's rules and regulations.
• Shipping: We do not offer prepaid return labels for international orders. All shipping costs (including original shipping) are the responsibility of the customer and are non-refundable.

Damages and Issues:

Please inspect your order upon reception and contact us immediately at returns@whenandwhere.com if the item is defective, damaged, or if you receive the wrong item so we can evaluate the issue and make it right.

Additional Terms:

• We do not accept returns or exchanges of items purchased at any other retail or online location for any reason. All returns must be made at the store where the garment was originally purchased, and the return policy of that retailer will apply.
• Unfortunately, we cannot refund duties, taxes, or shipping charges.
• Returns may take up to one week to process during periods of high sales volume.
• Gift cards are non-returnable and non-refundable.

General Notes:

• Exchanges: We do not offer exchanges. If you wish to get a different item, please place a new order.
• Exceptions / non-returnable items: Unfortunately, we cannot accept returns on sale items, including Final Sale items or items purchased using Promo Codes, Sitewide Codes, or Gift Cards. The only exception is for items purchased with a one-time Welcome Code for first-time customers.
• Refunds: We will notify you once we’ve received and inspected your return, and inform you whether the refund has been approved. If approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within 5-7 business days. Please note that it may take additional time for your bank or credit card company to process and post the refund.

For any questions, feel free to contact us at returns@whenandwherenyc.com. We're happy to help!