Finding the right fit can take a try or two. We want your return or exchange to feel clear and straightforward, so everything you need to know is outlined below.
📦 How to Start a Return or Exchange
Email us at support@wearsoftheld.com and include:
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Your order number
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The email address used at checkout
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The item you would like to return or exchange
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Whether you would prefer a refund or exchange
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The reason for your request
Please wait for our return instructions before sending your item.
If your order arrived damaged, defective, or incorrect, contact us directly and include clear photos of the item and its packaging.
📅 Return Window
Eligible items may be returned or exchanged within 60 days of delivery.
Items purchased through a third-party retailer must be returned through the original retailer and are subject to that retailer’s policies.
✓ Return Eligibility
To qualify for a return or exchange, items must be:
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Unworn, unused, and unwashed
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In their original condition
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Returned with all original tags attached
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Returned in their original packaging
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Returned with any hygiene liners or seals intact
For hygiene reasons, underwear must remain in its unopened original polybag.
We reserve the right to decline items that show signs of wear, washing, damage, alterations, scents, or missing tags and hygiene protection.
× Non-Returnable Items
The following items cannot be returned or exchanged:
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Items marked Final Sale
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Underwear removed from its sealed original polybag
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Intimate items with removed or damaged hygiene liners
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Gift cards
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Items that have been worn, washed, altered, or damaged after delivery
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Items purchased from a third-party retailer
Please check an item’s eligibility before sending it back. Items that do not meet these conditions may be declined.
💳 Return Processing Fee
A $8 return processing fee applies to returns made for a refund.
The fee will be deducted from your refund after the returned item has been received and approved.
The $8 processing fee is waived when you choose an eligible exchange.
🔄 Exchanges
Eligible items may be exchanged within 60 days of delivery for:
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A different size
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A different color
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Another eligible style
Exchanges are subject to product availability. If your preferred replacement is unavailable, we’ll contact you to discuss the available options.
Eligible exchanges are free, and the $6 return processing fee is waived.
💰 Refunds
Approved refunds are issued to the original payment method after the returned item has been received and inspected.
Your refund will include:
The following amounts are non-refundable:
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The $8 return processing fee, when applicable
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Original shipping charges
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Express shipping charges
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Customs duties, import taxes, and other local fees
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Any additional non-refundable fees paid with the order
The time required for a refund to appear in your account may vary depending on your bank or payment provider.
📍 Return Shipping
Follow the return instructions provided by our support team.
Please keep your return receipt and tracking information until your return has been completed. Softheld cannot take responsibility for packages that are lost or damaged before reaching the designated return location.
Do not send a return without contacting us first.
🌍 International Returns
International customers are responsible for return shipping costs, customs duties, taxes, brokerage charges, and any other fees associated with sending an item back.
We recommend using an insured and trackable shipping service. Responsibility for the package remains with the customer until it reaches the designated return location.
International exchange availability may depend on destination, inventory, and shipping service availability.
✉️ Return Updates
We’ll email you when:
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Your return has been received
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Your return has been reviewed
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Your exchange has been arranged or your refund has been issued
