OUR SIMPLE RETURN PROCESS
STEP 1
START A RETURN
Simply email us at info@thefeelz.store within the required return window after delivery. Please include your order number, a brief description of the request, and clear photos of the bedding item along with its original packaging.
STEP 2
GET APPROVAL
Once your return request is approved, you will receive a return authorization number along with detailed instructions for sending your item back. If your return qualifies for a prepaid label due to a verified issue, we will provide the shipping document to include inside your return package.
If a prepaid return is not applicable, you may still send your item back using your preferred shipping carrier by arranging and purchasing your own return label.
STEP 3
SHIP IT BACK!
Please use a trackable shipping service when returning your item to ensure safe delivery. Once your package has been sent, email us the tracking number so we can monitor its return and process your request smoothly.
POLICY DETAILS & FAQ
Eligibility
All orders are carefully shipped from our warehouse in Shanghai, China, and approved returns are sent back to the same location following the provided return instructions.
To be eligible for a return, please keep these simple guidelines in mind:
- Send your return request within 7 days after delivery, based on the carrier’s tracking update.
- Once your return is approved, ship it within 14 days using a trackable service and include your return authorization number.
- After sending your parcel, email us the tracking link so we can follow the shipment and keep everything moving smoothly.
Item Condition Guidelines
Because we care about quality and comfort, decor, clothing and bedding items should be returned in their original, unused condition:
- Unwashed, unused, and carefully handled
- Placed back neatly in the original packaging
- Includes fabric bags, tags, and any inserts that came with your order
- Free from scents, pet hair, stains, or signs of wear
- Not stretched, altered, or used for styling
Items that show signs of use or arrive without original packaging may not qualify for a return due to hygiene and quality standards.
Non-Returnable Items
Final Sale Items
Some bedding and decor pieces may be marked as final sale. Items purchased during non-returnable promotions or labeled as final sale cannot be returned or exchanged.
Hygiene & Safety Policy
To keep everything clean and comfortable for everyone, item that has been used, washed, or shows signs of wear can’t be accepted for return. If your order arrives damaged or has a quality issue, please contact us within 7 days of delivery and include clear photos so our team can review it and help you quickly.
Refunds & Restocking
After your return arrives and passes inspection, you’ll be able to choose how you’d like your refund handled:
- Store credit for the full amount
- A refund back to your original payment method with a 30% restocking deduction
Because we’re a small decor-focused brand, this fee helps us cover processing, packaging, and handling costs that go into preparing each order. We keep things transparent so you always know what to expect while helping us reduce unnecessary waste.
Returns That May Be Declined or Delayed
To keep the process smooth and fair for everyone, some returns may be declined or take longer to review if:
- The parcel arrives after the 14-day approved return shipping window
- Tracking details were not shared with us after the item was sent
- The product shows signs of wear, use, or damage
- The return was sent without approval or is missing the RMA details
If an item appears used or needs extra manual inspection, a $10 handling fee may apply. We’ll always contact you first before moving forward.
FREQUENTLY ASKED QUESTION
What should I do if my item arrived damaged or defective?
We’re really sorry that happened. Please reach out to our team at info@thefeelz.store within 7 days of delivery and include your order number along with clear photos of the item and packaging. Once we review everything, we’ll make it right with a replacement, a partial refund, or a full refund depending on the situation.
I received the wrong item or size. What happens next?
We’re really sorry for the mix-up. Please contact us within 7 days of delivery and include your order number along with a clear photo of the item you received. If the correct piece is available, we’ll send a replacement at no extra cost whenever possible. If it’s no longer in stock, you’ll be able to choose between a refund or store credit.
What if I changed my mind or the item isn’t my style?
That’s absolutely fine. You may return eligible items within 7 days of delivery, provided they remain new, unused, and in their original packaging. For change-of-mind returns, you can choose between a full refund issued as store credit or a partial refund to your original payment method, subject to a 30% restocking fee. Please note that return shipping costs are the responsibility of the customer for these types of returns.
Are there any items that can’t be returned?
Some pieces are considered final sale and aren’t eligible for return or exchange. These may include final sale items, furniture (unless it arrives damaged), specialty loungewear for hygiene reasons, personalized products, and limited collaboration items such as The Feelz x Hey Girly collections.
How long does the return or refund process take?
Once you submit your return request within 7 days, our team will guide you through the next steps. After your parcel arrives and passes inspection, approved refunds or store credit are usually processed within 5–7 business days. Depending on your bank, it may take an additional 3–5 business days for the refund to appear in your account.
Is the return policy different for international orders?
The overall return process and eligibility stay the same for international orders. The main difference is that customers are responsible for return shipping costs on change-of-mind returns. If an item arrives damaged or has a quality issue, we usually won’t ask you to send it back. Instead, we’ll review clear photos and work with you on a replacement or refund in the easiest way possible.