Return Policy

We want to ensure a system that is transparent and balanced for all shoppers who decide that a piece from our store is not exactly what they wanted. If you find yourself needing to request a refund, you can start the process within thirty days from when your package arrived at your door. This timeframe is intended to offer you ample opportunity to look over your purchase carefully and see if it fulfills your needs. We believe this window provides an appropriate middle ground between giving our guests helpful flexibility and keeping our warehouse operations moving smoothly.

To receive a complete refund, all items must arrive back at our location in their brand-new, unused state. This means the item must show no marks from use, outside blemishes, or modifications. In addition, a successful refund depends on sending back all the parts that came in the box. This includes every piece of protective wrapping, paperwork, instructions, tags, boxes, and extra parts that came with the original delivery. Keeping your proof of purchase is vital, so please have your electronic receipt or purchase number handy before you kick off the process.

Prior to mailing any boxes back to our storage facility, you are required to touch base with our customer care representatives by emailing catbirdnycusa@outlook.com. Getting official clearance from a team member is a required step before putting your package in the mail. During this first step, our team will check your request against our current rules and help you by providing a pre-paid mailing label. Please be careful and avoid mailing packages without this early approval, as boxes that arrive without the right paperwork or sent through untracked shipping options might be turned away or sent back to you at your cost.

We advise you to thoroughly check your package the moment it gets to you. If you notice that a product was broken during its time in transit, or if you spot a difference between what you purchased and what was delivered, please inform us right away. Quick notifications allow our shipping team to look into the matter fully and find the most suitable fix, whether that means setting up a swap, sending a complete refund, or taking other steps to fix the error.

Please keep in mind that specific products cannot be returned due to strict health regulations or unique production setups. These restrictions are in place to preserve the quality of our goods and follow safety laws. If you are unsure whether a particular item can be sent back, we invite you to call our help line at (408) 800-5702 to get an answer before starting your request.

For shoppers looking to swap a product for an alternate size, color, or style, the fastest route is to send back the original piece using our regular system and then simply submit a fresh order for the new item you want. After your first package is delivered and checked by our warehouse staff, we will issue a credit back to your initial payment card. This method is used to help you get your hands on the correct items much faster while helping us keep our stock numbers correct.

For buyers living inside the European Union, local laws provide extra consumer rights, such as a fourteen-day window to cancel a purchase agreement and send back items without needing to give a particular reason. These types of shipments must still follow our basic rules about the condition of the products and include all the original paperwork.

When your package arrives back at our hub, our staff performs a full physical check to make sure everything aligns with our quality criteria. You will get an automated email once this review is finished and your request is approved. Accepted refunds are usually completed within ten working days and sent back to the card or account you used to buy the item. Please remember that the days needed for these funds to show up on your financial statements depend on your individual bank. If you still do not see the money after fifteen working days, please send us an email so we can track down the transaction. Our goal is always to provide a reliable, straightforward, and helpful experience through every part of your time with us.