• 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 Redo 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 Redo Portal located at the top of this page or click here.

How Does Redo Work?
If your Route-protected order ends up lost, damaged, or stolen, Redo'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 Redo Process Refunds or Reorders?
Refunds: When refunding an item, Route covers the subtotal, shipping, and taxes 

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

Reorders: Redo will reorder the items, depending on in-stock availability.

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.

What if My Order Never Arrives or is Stolen?
Redo 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?
Redo 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 Redo 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. 

• 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)