RETURNS & EXCHANGES
Are you looking to return or exchange an item? Exchanges are easy, timely, and free for 20 days after the order date. We will pay for the return label and the cost of shipping the new items to you. You will be able to download a pre-paid shipping label from our returns portal here. For international orders, please use our international returns platform.
(Or, if you received a damaged or defective item, call us at +1 (888) 342-0145 or email us at firstname.lastname@example.org. We'll take care of you.)
Items returned within 14 days of their original shipment date will be eligible for a refund to their original payment method or store credit.
Items beyond the 14-day policy have up to 20 days to receive store credit or be exchanged for another item of the same value free of charge.
All items must be unwashed and unworn and returned in the original ORTTU pouch (colored cloth bag), in order to receive a refund or credit in any form. Items that do not meet these basic requirements are not eligible.
If you're submitting a return for store credit or an exchange, the shipping label & restocking fee are free of charge. For refunds to your original payment method, we deduct a shipping label fee. (This covers the cost of the shipping label we email you.)
The cost to return is based on the weight of the return and is quoted during the process of creating a return. The return shipping label fee will be deducted from the total amount while exchanges are free. Please only use our pre-paid return labels. (This enables us to track your items.) We are unable to refund lost returns using labels other than our own.
Shipping costs and shipping insurance on the original order (which include duties and taxes) are not refundable.
Refunds are issued to the original payment method on the order, which may include gift cards if one was used.
Orders made online can be returned to our New York store location within 14 days for a refund to your original payment method only.
If you want to exchange an online order at our New York store, we will first have to refund you the original item(s) and then place a new order at the store location.
Orders made at our New York store location can only be returned or exchanged in-store and not online.
Final sale items are not eligible for refund, store credit, or exchange. Please note that all final sale items sent back without prior authorization will be considered forfeited and will be handled at ORTTU's sole discretion.
Third-Party Retailers: Unfortunately, we cannot accept returns or exchanges from our third-party partners online or in stores. Items purchased from third-party retailers or specialty stores must be returned to the store from which it was purchased.
To mail it in:
1 Head over to our Returns & Exchanges page here. (For International orders click here)
2 Fill out the Order Number and Zip Code fields.
3 Select the item(s) you'd like to return and specify the return reason(s).
4 Select your refund preference.
5 Print out the label provided in your return confirmation email and send back your item(s)
Make sure to only use our pre-paid return labels so we can make sure to track your items. We are unable to refund lost returns using labels other than our own.
ORTTU reserves the right to refuse returns that do not meet our return requirements.
This includes, but is not limited to, merchandise that does not comply with our return policy is worn or washed, exhibits indicators of use for photoshoots or production use only, or if we identify an unreasonable, repetitive return pattern associated with your account.