Return and Refund Policy and Process
How do I start a request to return an item or ask for help regarding a lost or damaged item or shipment?
Step one: Please consult our "Overall Conditions, Policy and Process For Returns and Refunds" (see below). There are three possible reasons to request a refund and to return an item(s). They are under the “Refund and Return Information and Details” section below; each have a bold title.
Step two: Please use our website “contact us” form to provide us with the information we need to process your request. We need to know when and who made the purchase, the customer's email, and what actions or help you are requesting. We check for “contact us” messages several times a day (Monday through Friday) during working hours (8:30 AM to 5:30 PM Pacific time) so that we can respond to you quickly.
Overall Conditions, Policy and Process For Returns and Refunds
- A customer request to return and receive a refund due to our error or the customer's choice to return an item(s) not due to our error, must be started no later than 7 days after the items were received (based on shipper supplied information). We want to emphasize the message in our packing insert: “Please check your items carefully and try them on, if possible. If you need to return an item, for either reason described below, you must start that process within 7 days after you received this shipment”.
- Our tag (brown, with our name and the SKU code) and manufacturer tags (if any) must be attached to the clothing as shipped. If the tags are not present when items are returned, we will not be able to issue a refund.
- Refunds will be issued once we receive the returned item, and we determine the item is in the same condition as originally shipped it to you. The refund will be issued to the account (credit or debt) that was used to make the purchase. We will email a notification to you that we have initiated a refund.
- Refunds will not be issued for items returned to us without our prior written authorization; this will be included in our response to your “contact us” form submission.
Refund and Return Information and Details
Customer wants to return item due to a Plaid and Lace mistake:
Types of possible mistakes:
- Wrong item: the item shown on our website is not the same as the item the customer received.
- Mistake in listing. For example, the item listing says it’s a size small (based on the label) but it’s a medium. In short, any information that is clearly mis-entered.
- A defect or too many defects based on the stated condition of the item (please review our “Condition Guide” for the standards). For example, the item’s condition is listed as “like new” but you find a stain.
- Once we have determined we (Plaid and Lace) made a mistake, we will email you with a prepaid label that you will need to print and follow the instructions on packaging the return.
Customer wants to return an item not due to a mistake by us:
- Customer will pay for the return shipping.
- Customer will pay a $3.50 restocking fee, per item.
- The original shipping fee (if charged) will not be refunded.
- We will email you with a prepaid label that you will need to print and instructions on packaging the return.
- The shipping and handling fees will be deducted from the refund once we have determined the stipulations described in the “Conditions, Policy and Process” (see above) have been met.
Items lost or damaged in transit:
Plaid and Lace is not responsible for lost or damaged shipments once the package has been received by the shipper. All shipments are documented by the shipper: when we submit it to them and when the package was delivered. At this point, it is the shipper’s duty to meet their contracted commitments. However, we will attempt to help you, in the ways we can, to correct any problems with the shipment.
Please note: We, Plaid and Lace/www.plaidandlace.com, reserve the right to update our Shipping and Returns policy at any time, without notice.
updated on August 11, 2025