Refund policy

 

Return & Refund Policy

We want you to love your Route pieces. If something isn’t right, here’s exactly how we’ll make it right.

Returns: 30 days

You can return an item within 30 days of delivery for a refund or store credit if it is:

  • Unworn, unwashed, and in its original condition
  • Free of odors, stains, pet hair, or damage
  • Sent back with its original tags and packaging, if applicable

Your two options

Store credit: You get 110% of the item’s price as store credit, issued as soon as we receive your return. (We add 10% because credit helps a small brand like ours keep growing, and we’d like to thank you for that.)

Refund to your original payment method: You get the full item price back. Original shipping costs and any return shipping costs are not refunded, except in the cases under “Our mistakes” below.

Exchanges

Need a different size or color? Email us and we’ll check availability. Because stock is limited, we’ll confirm before you send anything back. Exchanges are subject to availability, and if we can’t fulfill yours, we’ll offer store credit or a refund.

Our mistakes: free to fix

If your order arrives damaged, defective, or incorrect, we’ll cover everything, including return shipping, and send a replacement or a full refund (including original shipping), whichever you prefer.

  • Please contact us within 14 days of delivery with your order number and a photo of the issue.
  • We’ll reply within 5 business days with next steps.

How to start a return

  1. Email officialrouteapparel@gmail.com with your order number and the reason for the return.
  2. We’ll reply within 5 business days with return instructions and our return address.
  3. Ship the item back using a tracked service. We can’t be responsible for returns that get lost in transit, so keep your tracking number until you’ve been refunded.

Please don’t send items back without contacting us first, as we can’t process returns that aren’t authorized.

Return shipping

For standard returns (wrong size, changed mind), you cover the return shipping cost. For damaged, defective, or incorrect items, we cover it.

When you’ll get your refund

Once we receive and inspect your return, we’ll email you within 5 business days. Approved refunds go back to your original payment method within 5 to 7 business days. Your bank or card company may take a few additional days to post it.

If an item arrives in a condition that doesn’t meet the requirements above, we’ll let you know and discuss options with you before taking any action.

Items that can’t be returned

  • Items marked Final Sale (we’ll always label these clearly before purchase)
  • Gift cards
  • Items that have been worn, washed, altered, or damaged after delivery
  • [If any products are made to order or customized, list them here.]

Cancellations

Need to cancel or change an order? Email us within 24 hours of ordering and we’ll do our best to stop it before it ships. Once an order has shipped, you’ll need to follow the return process above.

Lost or delayed packages

If your tracking shows delivered but you haven’t received your order, contact us within [0 days of the delivery date. Check around your property and with neighbors first, and we’ll work with the carrier to resolve it.

Questions or problems?

We’re a small team and we read every message. If anything about this policy is unclear, or something goes wrong, email us at officialrouteapparel@gmail.com before disputing a charge, and we’ll work to fix it quickly.

Last updated: Tuesday, November 3, 2026.