• Items must be unworn, unwashed, and returned in their original packaging.
• We are not liable for any return packages that may become lost or stolen in-transit. Please keep your proof of postage and/or return tracking number when shipping back your returns.
• All returns must include an order packing slip that clearly indicates which items are being returned. If this is not filled out correctly, your return may experience issues in processing.
• Damaged, defective, or incorrect items must be reported within 14 days of delivery.
• Return drop-offs are not accepted at any stores or the corporate office
• We reserve the right to delay a refund until items are actually received based on credible concerns surrounding potential fraud

Yes, a 30% restocking fee and any shipping charges will be deducted from your final refund.

Yes, you may exchange items if item is undamaged, unworn and in original packaging. Exchange request can be submitted within 14 days of deliver. Please email us with your order number and request to info@mybeautyxchange.com. Shipping and handling charges will apply.

Yes, you may exchange items if item is undamaged, unworn and in original packaging. Exchange request can be submitted within 14 days of deliver. Please email us with your order number and request to info@mybeautyxchange.com. Shipping and handling charges will apply.

If you chose Route Shipping Insurance your package is protected for up to 15* days after shipment. For items that are Stolen, Lost or Damaged in Transit can be managed and file a claim through the Route App located in the Google App Store or Apple App Store. 

What is Route and Green Package Protection?
Route's Green Package Protection is a package protection solution that helps cover your order in the event that your order gets lost, stolen, or damaged while in transit while also protecting the planet. We know how frustrating it is to have something happen to your order, so we’ve partnered with Route to offer added assurance that you’re supported, no matter what. Green Package Protection can be added during checkout.

Every time you add Green Package Protection to your order, Route donates to support an
agroforestry initiative that removes CO₂ from the air and promotes a flourishing ecosystem. 

You can also utilize the Route App to visually track all of your online orders in one place and easily file a claim with their team. Whether you’re tracking via the Route App or online Route’s real-time shipping updates keep you in the loop throughout every part of your delivery. Haven’t downloaded the app yet? Download here

Purchased Route's Green Package Protection and looking to file a shipping issue online? File here

What is Carbon Neutral Shipping?
Route is covering the cost to neutralize shipping emissions when you add "Green Package Protection" at checkout. "Green Package Protection" Shipping includes package protection at the same cost as before, with the additional benefit that your shipment is carbon neutral. By adding Green Package Protection to your cart, you're automatically taking instant climate action – no donation required.

How does Green Package Protection/Carbon Neutral Shipping work?
Route has partnered with Patch, a carbon credit marketplace, to facilitate the purchase of carbon credits to neutralize your emissions. Carbon credits represent a certified unit of carbon removal or avoidance delivered by environmental projects that can be purchased to naturally remove carbon from the air. Patch is a high-integrity carbon removal project that is vetted and certified by organizations like Gold Standard, Verra, Climate Action Reserve, and The American Carbon Registry.

Where is My Order?
Once your order has been fulfilled by our team, a shipping confirmation with a tracking number will be emailed. You can download  Route’s mobile app for iOS or Android to visually track your package and receive real-time notifications on its estimated delivery.

How Does Route Work?
If your Route-protected order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing.  

Need to file a claim?  File here

How Does Route Process Refunds or Reorders?
Refunds: When refunding an item, Route covers the subtotal, shipping, and taxes 

In both cases, the Route Premium cost will not be refunded 

Reorders: Route will reorder the items, depending on in-stock availability. Unavailable items will be refunded. Route will cover the cost of any reorders including shipping, taxes, and Route Shipping Protection

*When Should I File a Claim?
Marked As Delivered (Stolen)

• Claims will be reviewed no earlier than 5 calendar days and no later than 15 calendar days from when it was marked delivered 
• Please note, some order issues may require a police report to be filed

Stuck In Transit (Lost)

• For domestic orders, claims will be reviewed no earlier than 2 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order date
• For international orders, claims will be reviewed no earlier than 20 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order date

Damaged

• Claims for damaged items require photos of the packaging and item(s) and must be filed no later than 15 calendar days from when it was marked delivered.

All of Route’s policies are listed here

What if My Order Never Arrives or is Stolen?
Route definitely helps cover these instances! To protect your order against loss or theft, add Green Package Protection at checkout. 

If your order has not arrived, please file a claim with Route here. 

What if My Order Arrives Damaged?
Route covers damage as well! To protect your order against damage that occurred during shipping, add Route Protect at checkout. 

If your order has arrived to you damaged, please take photos of the item and the packaging it arrived in to include in your claim when filing. 

You can file a claim with Route here.

If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at (YOUR BRAND'S CONTACT INFO ) and we will be happy to work with you to remedy the situation.

How Do I File a Claim for my Lost, Damaged, or Stolen Order?
If you insured your order with Route at checkout, you will receive a confirmation email from Route with a link to file a shipping issue. 

You can also file a shipping issue on Route’s app or via the web here. To file a claim, you will need your store order number OR Route ID number and the email address that was attached to the order.

Haven’t downloaded the app yet?  Download here

What are Route’s Terms and Conditions? 
Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/

Is Route a Licensed Insurance Company?
Yes, Route is a licensed insurance company with SEG Insurance Ltd. as its partner.

• Returned merchandise will receive a minimum 30% restocking fee, depending on the condition of the item(s). If for any reason the return is due to a shipping error, you will not be charged.
• If the original order qualified for free shipping and promotional shipping, original shipping costs will be deducted.
• Original shipping fees will be refunded only if the item was shipped incorrectly or damaged. Otherwise, the cost of the return shipping will be deducted from your refund. We suggest shipping all returns using a traceable delivery method as we are unable to refund or replace them without proof of delivery.
• Any claims for damaged, defective, wrong, or missing items must be submitted within 14 days from the delivery date. It must be accompanied by a photo displaying the evidence of the claim. All of these claims can range from 1 to 8 business days to be resolved after the claim is submitted.
• Return Credit will be issued after the inspection of the returned item(s) is completed and always be issued to the same card to which they were originally charged.
• International or military installation (APO, FPO, MPO) returns, it must be made within 20 days from the delivery date. You will be responsible for additional charges (handling, customs, etc).

Refused Package / Undeliverable as Addressed (Return To Sender)

• If you wish to have your order reshipped, there will be an additional payment needed for the cost of shipping.
• Unwilling or unable to pay for shipping, the package will be treated as a regular return. A 30% restocking fee will be applied and shipping costs are not refundable.

Ineligible Items for return

• Clearance items, Special Sale items, Promotional items, Special Order items. • All Fashion Jewelry and Cosmetics are Final Sale.
• Any product that is opened, used, tried on, altered, and damaged by customers, missing pieces, and missing packaging materials.
• All beauty supply items, (chemicals, shampoos, glues, dyes, etc)

It depends on the creator and the product. All options are outlined on the product page, so look out for customization options there.