Returns + Exchanges
3am offers exchange or store credit on new/unused items returned within 14 days of receipt. Please be sure to check your order upon delivery and report any issues upon arrival. Errors or damage reported after this period or products that have been used or washed, will not be eligible for replacement.
Please note that there is a 15% restocking fee on returned apartment and home decor items – unless you are returning due to a manufacturing error. Restocking fees are deducted from returns once they are received and processed. You will receive an email notification once your return is processed.
A return authorization must be obtained before returning a product. Any returns received without a return authorization number will not be processed by our customer service staff. After reading the return criteria, please request a return authorization number using the product return form.
- We only replace items if they are defective, damaged, or where you have received a size or item different from what was ordered.
- Items must be sent back within 14 days of the delivery date.
- We do not issue store credit on items that smell like smoke, body odor, perfumes, that have stains or animal/human hair on them. They must be in original condition without being washed (including all paperwork, packaging + tags attached).
- We do not issue store credit on custom items due to their unique nature (we can’t resell them). If there is a manufacturer fault, we are more than happy to process a replacement.
- If we receive an item in unacceptable condition, 3am will not pay to ship the item back to you.
- Once the item is delivered to us, it may take 3-7 business days for your return or exchange to be processed and store credit to be issued.
- We do not cover the shipping cost to return an item if it is for an exchange in size (unless you’ve received the wrong item/size on accident or free shipping applies).
When exchanging an item, we will wait to receive your return, and exchange it based on the details you provided in the product return form. Please be descriptive, including design, size, and product type. If the exchange costs more than the original order, you may complete your new order using your gift card code and pay the balance via major credit card or PayPal. If it costs less, you can use your remaining store credit balance towards another item whenever you’re ready.
Shipping costs are nonrefundable, except in cases where we have made an error. If you have received the wrong item, please notify us. We will ship the correct item and issue a refund for return shipping (where applies).
Because most items are being hand made just for you – in the size and color you need – cancellations will not be accepted once your order is processed and production begins. This is generally within 12-24 hours from the time/date of purchase. If you realize that you made a mistake or need to make a change to an order, please contact us immediately and we will do our best to help find a solution. If we are unable to cancel or change your [non-custom] order before it ships, you may exchange the product after it delivers to you.