Last Updated: September 20, 2022
We sincerely hope you enjoy your Customally item, but we understand that sometimes customers change their minds. Please read our newly updated policies below before placing your order to ensure there are no surprises with processing any changes, cancellations, or returns.
Changes and cancellations
If you wish to modify a confirmed order, please write to us at contact@customally.com. within 24 hours from the receipt of your order confirmation email. Our representatives will be happy to assist you!
We accept returns of all our merchandise (except items listed in Sale section) within 30 days from the date of order delivery (as recorded by the shipping provider), and they must be in their original and resalable condition.
The items being returned must be unworn, unwashed, and unaltered with all tags intact. In the event of the returned merchandise not meeting the required conditions, we reserve the right to withhold refunds.
Please note that we do not accept returns of face masks for health and hygiene reasons.
Our returns policy for leather is different as we will be refunding only as Store Credit. So we need to work together to ensure that you give us accurate measurements and we in turn work hard to give you the perfect leather garment that you can be proud of.
FIRST-TIME CUSTOMERS
Returning non-customized clothing
You may opt for cash back or a store credit per Customally’s Returns Policy (See below).
Returning customized clothing
Store credit will be provided for returns per Customally’s Returns Policy.
REPEAT CUSTOMERS
Returning non-customized products
You may opt for cash back or store credit per Customally’s Returns Policy (See below).
Returning customized products
Store credit will be provided for returns per Customally’s Returns Policy.
Charges for returning the products to our Returns Center
$4 per item of clothing will be charged to the customer for shipping to our Returns Center.
Customally’s Return Policy:
Cash back – Where cash back is applicable, the customer will be refunded the purchase price less customization fee and shipping fee collected.
Store credit – Where store credit is applicable, the customer will be refunded the purchase price and the customization fee.
Note:
Gift Card: Returned items purchased with a gift card are not eligible for a cash refund.
Overstock: Return of overstock will be refunded only in the form of a gift card with a one-year validity. Please note that shipping costs incurred for overstock items will not be refunded.
RETURNS PROCESS
Preparing your return – Please initiate your returns online through the following steps:
Sign in to www.customally.com and scroll through your name in the top right. A drop-down menu will appear.
Go to “My Orders” and scroll down to the order you would like to return. Click on “RETURN” in the top right corner to raise a return request for that order.
Select the products you would like to return on the next screen along with the reason for the return. This will help us serve you better in the future.
Select the mode of refund (cash/gift card) and click on “Proceed” to successfully raise your Return Authorization Request (RAR). Print the request and include it in your return package. If you are unable to print it out, please write the following information from the Returns Authorization Request screen on a sheet of paper and include that in your returns package:
- Return Authorization Request # __
- Order ID: __
Packing & shipping your return
For USA
Here is how to prepare your return items to be shipped back to us:
Pre-paid Returns Labels for Returns in the United States
We provide a prepaid return label enclosed within a blue envelope with each order as a convenience for our customers. For returns in the US, fill in your name and address on the pre-paid label included with your original order and affix it on the top of the box. Remove or strike out any other mailing address information from previous uses of the same box.
If you happen to misplace or damage your prepaid label, we kindly request that you arrange the return shipment at your own expense. We will reimburse the return shipping cost (up to $20) in the form of a gift card. Please email to contact@customally.com for further details.
In case you have already used the Return label/return reimbursement for an order and wish to return an additional product from that order, it needs to be returned at your own expense. Only 1 return per order will be borne by Customally.
In case you have a return label from any of the previous orders you can use the same and let us know the tracking details along with the order # and the style # you have returned.
Seal your package securely and leave it for your USPS postal carrier or take it to your nearest USPS post office. USPS accepts UPS return shipping labels. You may also take the package to your nearest UPS store. Choose whichever option is most convenient for you.