Policies, Returns & Exchanges

We want you to love your purchase and we’re here to help!


If you have any questions about our products, please don’t hesitate to reach out via customerservice@oddbirdco.com and our lovely Oddbird girls will get back to you as quickly as possible.



COVID-19 UPDATE:

In compliance with the COVID-19 ordinances our team is working diligently to fulfil orders while maintaining necessary safety requirements. Please note that processing and shipping durations are currently extended up to 7 business days. We are working hard to carefully pack orders in a sanitized and safe environment and are shipping them out as quickly as possible, however, you may also notice an additional delay from the couriers. We thank you for your patience.

Please note that once the package is in the custody of the shipping carrier, the customer assumes responsibility for any missing and/or lost packages.

FREE SHIPPING:

We are currently offering free shipping within the USA for all orders over $250 before tax. If you feel you have qualified for free shipping and was not offered this as an option at checkout please reach out to customer service and we will work to remedy the issue! 

FABRICATION NOTES:

⦿ Due to the handwoven nature of our products, there may be slight variations in shades of color and quirky imperfections in the weave of the textile. We like to think that these variations are something to be celebrated and add to the beauty of owning a handmade or vintage item. We work to ensure that any imperfection or inconsistency never compromises the integrity of the item and that it only adds character we think our customers will enjoy.
⦿ Please note that our items are all sustainably dyed and woven in small batches. As a part of our ethics and sustainability platform, we choose to create our pieces in limited-run batches to guarantee that nothing is ever over-produced and ensuring the highest quality product every time. Our artisans work diligently to consistently match the coloration of the original design but due to the natural dying process, colors may not be an exact match. We consider this to be a beautiful reflection of our artisanal process and traditional weaving techniques. 

PRE-ORDER NOTES:

⦿ Please note that for any orders placed that include both a PRE-ORDER item and an item that is available, the ENTIRE package will ship when the PRE-ORDER item is available.
⦿ If there are multiple PRE-ORDER items in an order that have staggered 'IN-STOCK' dates, please be aware that the order in its ENTIRETY will ship when ALL items are available. 

SHIPPING POLICIES AND LOST PACKAGES:

⦿ Once an order is placed, Oddbird Co. is 100% responsible for ensuring the quality of the item ordered, fulfilling the order in a timely manner, packaging the products safely so that they may be delivered without damage and then surrendering said package to the courier chosen by the customer at checkout. Once the package has been taken into the custody of said courier, it is now the responsibility of the mail service selected to ensure the delivery of the package to the customer. Oddbird Co. does not take any additional responsibility for the package once it has left the fulfillment premises and successfully scanned into the courier systems.

⦿ Is your package missing, mishandled or lost? If you've received an email stating your package has been delivered, but your package isn't at your door, please check around the outside of your home (front/back porch, side/back door, garage area, bushes) as well as double-checking your mailbox to make sure it isn't wedged in the back or out of sight. Please also check in with your neighbors, roommates, doorman, or apartment mailroom/front desk if they may have received it for you.

If the package doesn't turn up within the next 24 hours, please contact the shipping carrier and file a claim. Once you have filed a claim, please give them 72 hours to look into it for you. If your package has not been located within 3-4 business days you may reach out to us at customerservice@oddbirdco.com with your claim information and we will do what we can to help.

However, please note that Oddbird Co. will not be responsible for replacing lost items free of charge or refunding the purchase of an order that has been mishandled by a courier. We can however, offer support and communication throughout the process until the package is either found and delivered, or a claim is paid out. Once a claim is paid out, we can replace the item or we will transfer the pay-out amount to the customer in the form of a refund administered to the original method of payment. When making a purchase please be aware of these conditions as these are firm policies and we deeply appreciate your understanding.

If you have any questions or concerns please email customerservice@oddbirdco.com and we will be more than happy to help you before and after placing your order!



RETURNS POLICY

REFUND & EXCHANGE POLICY

We do not offer refunds for change of mind purchases - store credit only. Please read the below information carefully before making a purchase. 

Please note that we will accept price adjustments for store credit only within 24 hours of a newly discounted price only.

DOMESTIC EXCHANGE INFORMATION:

Oddbird Co. offers returns for store credit for items in new condition. All return items must be postmarked within 30 days of delivery. Please note that due to our small-batch manufacturing and limited inventory, we do not process direct exchanges as we cannot hold items, in its place we administer a customer credit in the form of a gift card which can be applied to a new purchase.

We have done our best to offer detailed descriptions, size charts and images to best guide you in your online shopping experience. We are also more than happy to assist with any questions you may have before you purchase so as to avoid any dissatisfaction.

The returned merchandise must be free from wear, stains, odor or any condition that would prevent them from being sold as new. We reserve the right to deny any return based on the condition of the item.

Please note that customers are responsible for return shipping costs.

If you have any concerns with your order please fill out the form below BEFORE sending back your items and our team leader will get back with you in 1-2 business days.

Once your return has been received and approved you can expect a gift card with your purchase balance to be administered within 5 business days and will not expire. So you can shop immediately, hold onto it or even pass it on to someone you love.✨

 

CUSTOM MADE OR SALE ITEMS:

All custom made or sale items are final sale. This is a firm policy and we appreciate your understanding.

We are happy to offer complimentary alterations for cosmetic changes such as garment length and sleeve length. However, at this time we do not offer structural customizations for ready-made items such as the pant rise or overall fit. Please note that alterations can add a 2-3 week wait for your order. 

CUSTOM EMBROIDERY:

We are excited to offer our Oddbird family complimentary personalized embroidery on any robe sold between June 2nd - June 8th, 2021. 


The embroidery offer is as follows:

  •  Customers purchasing a robe between the dates above will have the option to add persnalized embroidery to their purchase as they add items to their cart.
  • The customer will have the choice of left or right lapel for their embroidery
  • Embroidery is offered at up to 4 letters only
  • The customer has the choice of small or large size font (pictured below)
  • The customer also has the choice of 1 of 3 colors of thread; Burnt Orange, Antique Lace and Charcoal (pictured below)

Orders with custom embroidered items will take an extra 2-3 business days to leave Oddbird HQ. If the customer has other items on their purchase order, the entire order will be sent when the embroidered robe is ready. 

EMBROIDERED ITEMS RETURNS/EXCHANGES: 

Please note that any personalized pieces are not eligible for return and are final sale. This is a firm policy and we appreciate your understanding.

To avoid any wrong sizing, please check our size charts here before making your purchase. 

We also strongly urge you to double (and triple) check your embroidery details before submitting your order. Our team will follow the instructions on your purchase order so it is the customer's responsibility to ensure the correct details are given. We are unable to offer refunds or exchanges on incorrectly embroidered items if the fault lies with the order details filled out by the customer.

Your checkout page will look like the below screenshot. Please check your color, font and font size selection, as well as the embroidery lettering is correct before finalizing your order. 

FULL DETAILS HERE.

INTERNATIONAL RETURN INFORMATION:

In addition to our shipping cost the customer assumes responsibility for the payment of any customs/duties and fees that are due at the time of entry. We encourage you to please be aware of your nation’s import regulations, as it changes from country to country.

We offer returns to international orders, but please be informed that customers are responsible for any return shipping costs and duties fees incurred. 

We are unable to issue return labels for international customers, due to courier regulations. Customers will be responsible for shipping back their items with the necessary customs documentation.

We want you to love your purchase, so please reach out with any questions you may have.



TERMS OF SERVICE

Please note, Oddbird Co. does not guarantee the availability of any items listed on oddbirdco.com. If the item selected for purchase is not available, we will contact you as soon as possible to notify you of the error and administer a cancellation or offer viable alternatives. If your credit card has already been charged and your order is cancelled, we will issue a full refund to your account in the amount of the purchase. All prices listed are accurate to the best of our ability. In the instance that an item has been listed incorrectly, Oddbird Co. reserves the right to refuse sale at the incorrect price and will offer the item at the corrected price and will notify you of this change. At that point the customer may decide whether to continue with the purchase or cancel the order. Any and all current and prior content on this site is owned by Oddbird Co., LLC and cannot be reproduced in any way without the written consent of Oddbird Co., LLC.



RETURNS/EXCHANGES FORM

Please fill out the below form before you send your return items and one of our helpful staff will get back to you with detailed instructions. Thank you so much for your patronage.


Yes
No

Yes, organise my shipping
No, I'll organise it myself
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