Refund policy
We want you to be sure of your purchase. If a piece is not right, you have 60 days from delivery to return it. The process is simple, and a real person handles every request.
Our return window
You have 60 days from the date your order is delivered to request a return. We believe that is ample time to be certain of a piece. Returns requested after 60 days cannot be accepted.
What can be returned
To be eligible for a return, an item must be:
- unworn, unused and in its original condition
- returned with any tags, packaging and accessories it arrived with
- free from any signs of wear, washing, alteration or damage that occurred after delivery
Every returned item is inspected on arrival.
Items we cannot accept
A small number of things fall outside this policy:
- gift cards
- items requested for return after the 60-day window has closed
- items returned worn, used, altered or not in their original condition
How to start a return
Email us at customersupport@richardsonandward.com with your order number and the item or items you would like to return. A real person replies within one business day. We will confirm your return and send you the return address together with simple instructions. Please wait for our confirmation before sending anything back, so your return reaches the right place and is handled without delay.
Return postage
Return postage is paid by the customer. We recommend using a tracked service and keeping your proof of postage, as we cannot accept responsibility for returns that are lost or damaged on their way back to us. The cost of return postage is not refundable.
Refunds
Once your return arrives and has been inspected, we process your refund within 3 business days. Refunds are issued to your original payment method. Depending on your bank or card provider, it can take a few additional days for the funds to appear on your statement. We will email you once your refund has been issued.
No restocking fee
We do not charge a restocking fee. You are refunded the full price you paid for any eligible item returned in its original condition. Return postage remains the customer's responsibility, as set out above.
Exchanges
We do not operate a direct exchange service. If you would like a different size, colour or piece, the simplest path is to return your original item under the policy above and place a new order for the one you want. This keeps your new piece moving to you rather than waiting on the return to arrive first. If you would like help choosing before you order, email us and we will gladly advise.
Damaged, faulty or incorrect items
If your order arrives damaged or faulty, or you receive the wrong item, we will put it right at no cost to you. Email us at customersupport@richardsonandward.com within the 60-day window with your order number and a clear photo of the issue. We will arrange a full refund or a free replacement, whichever you prefer, and you will not need to return the item. Please contact us as soon as you can so we can resolve it quickly.
Cancelling or changing an order
Orders are processed within 1 to 2 business days, with a daily cut-off at 2:00 PM EST. If you need to cancel or amend an order, email us as soon as possible and we will do our best to catch it before dispatch. Once an order has been dispatched, it follows the standard returns process above.
Late or missing refunds
If you have not received your refund after we have confirmed it was issued, please check your bank account again, then contact your card provider, as their processing times can vary. If you have done both and still have not received your refund, email us at customersupport@richardsonandward.com and we will look into it with you.
Where we ship
We currently ship to, and accept returns from, addresses within the United States only.
Contact us
Richardson and Ward
Email: customersupport@richardsonandward.com
Address: 24 Water St, Suite 255, New York, NY 10041
Support hours: Monday to Friday, 7:00 AM to 4:00 PM EST
A real person replies within one business day.