Refund policy
Last updated: August 2026
If something about your order isn't right, we'd like to hear about it. The Caldwell & Reed team will work with you to find a fair solution.
Return Window
Returns can be requested up to 30 days after your order was delivered. Unfortunately, we're not able to accept requests submitted after that period has passed.
Summary
| Return window | 30 days after delivery |
| Restocking fees | Never |
| Faulty / wrong / damaged items | Free return shipping, plus free replacement or full refund |
| Refund speed | Within 5 business days of approval |
| Partial returns | Allowed — return just some items from an order |
| Exchanges | Available within 30 days |
| Order cancellation | Within 30 minutes of purchase |
| Support | Fast response |
Email: info@caldwellreed.com
Phone: +1 424 460 3465
Support hours: Monday – Friday, 9:00 AM – 5:00 PM (ET)
Condition of Returned Items
For a return to be approved, the item needs to be:
- unworn, unused, and unwashed
- in its original packaging with every tag still attached
- in the same state it arrived in
- accompanied by proof of purchase (your order confirmation or receipt)
We're unable to accept items that show signs of wear, washing, or use, that arrive without their original packaging or tags, that were damaged after delivery, or that were shipped back without being approved first.
Items That Can't Be Returned
- Made-to-order or personalized products
- Underwear, swimwear, and other intimate apparel
- Cosmetics and personal-care items once opened
- Perishable goods
Anything not on this list can be returned, as long as it meets the conditions above.
How to Start a Return
- Send an email to info@caldwellreed.com using the subject line "Return – [your order number]".
- Tell us your full name, your order number, and why you'd like to return the item.
- Add clear photos of the product, the packaging, and anything that's wrong with it.
- Within 24 hours we'll write back with your return authorization and the exact instructions for sending it back.
- Pack everything securely in the original packaging and include your proof of purchase.
- Send it with a trackable shipping service and forward us the tracking number so we can follow the parcel on our end.
Please hold off on shipping anything until you've received our approval — parcels sent back without authorization may be refused.
Who Pays for Return Shipping
- Faulty, damaged, or incorrect items: we cover the return shipping in full.
- Change of mind or preference exchanges: return shipping is at your own expense — usually somewhere between $5 and $10 with a standard carrier, depending on the size and weight of the parcel.
We don't charge restocking fees, ever.
Refund Timing and Method
As soon as your return reaches us and passes inspection, we'll email you with the outcome. Approved refunds are sent back to the payment method you originally used within 5 business days. Depending on your bank or card issuer, it can take a few additional days for the money to appear on your statement.
Refunds of Original Shipping Charges
Any shipping fee you paid at checkout is returned in full whenever the return is caused by a fault, damage, or an error on our side. Shipping charges are not refunded on change-of-mind returns.
Returning Part of an Order
You're free to send back just some of the items from an order — we'll refund what you return. Keep in mind that any discount applied to the whole order gets recalculated based on the items you keep, which can change the final refund amount.
Damaged or Faulty Items
Received something broken or defective? Contact us within 30 days of delivery and include a photo. Once we've confirmed the problem, you can pick either a free replacement or a full refund, and we'll cover the return shipping either way.
Wrong or Incomplete Orders
If the wrong product showed up, or part of your order is missing, tell us within 30 days of delivery. We'll organize a free return and send out the correct or missing item at no cost to you.
Exchanges
- Possible within 30 days of delivery, as long as we have the item in stock.
- Defective or wrongly shipped products are exchanged free of charge.
- Exchanges based on preference (a different size or color, for example) require an unused item, and you cover the return shipping.
- The quickest route is usually to return what you have and place a new order for the item you want once the return has been accepted.
- Should the replacement item be sold out, we'll issue a full refund instead.
Cancelling an Order
Orders can be cancelled within30 minutes of purchase, provided processing or shipping hasn't started yet. Email info@caldwellreed.com with your order number as quickly as possible. Once an order has entered processing or left our facility, cancellation is no longer possible and you'll need to go through the return process instead.
Customs Clearance
Delays created by customs clearance in the destination country are outside our responsibility. Only the customs authorities decide when a package is released, and that timing is beyond our influence.
Late or Missing Refunds
If your refund hasn't arrived within the timeframe above, take a look at your bank account, then get in touch with your credit card company and your bank — a short processing delay on their side is common. If more than 15 business days have gone by since we approved your return and there's still no sign of the money, write to info@caldwellreed.com and we'll chase it up.
Your Statutory Rights
Nothing in this policy limits the rights you have under applicable consumer-protection law.
Contact Us
Email: info@caldwellreed.com
Phone: +1 424 460 3465
Support hours: Monday – Friday, 9:00 AM – 5:00 PM (ET)
We aim to respond within 24 hours on business days. Thank you for your patience!
You can also reach us through the contact form on our Contact page, or check our FAQ page for quick answers to common questions.
Company Name: Caldwell & Reed
Address: 2388 Prairie Ave, Miami Beach, FL 33140