Hi! There are many details below but if you still have any questions we highly encourage you to contact us. We stand behind everything we sell and care deeply about your Catbird experience! Our Customer Service Team is made up of devoted and long-time Catbird professionals with a wealth of knowledge and experience and they are here to help!
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Online return policy (Domestic Shipments only)
If you are not completely satisfied with your online purchase, you can send it back to us for a refund or credit within 10 days of the date your package was delivered.
To be eligible for a return, the item must be unused and sent back in its original packaging. All returns must be authorized by Catbird.
A $5 charge for return shipping will be deducted from your refund.
Special orders, custom jewelry, engraved items, fragrances, beauty products, earrings from piercing events, vibrators and comestibles are final sale and cannot be returned. All returned merchandise must be in its original condition. Please email us before ordering if you are unsure.
We reserve the right to deny credit if the merchandise returned does not meet our return policy requirements. We are not able to cover lost, stolen or missing packages.
Once we receive your return, we will refund the purchase amount to the original form of payment.
(Once your return is received, processing can take up to 3-5 business days before your refund is issued. Please be sure to include all required paperwork in your return, otherwise you may experience additional processing delays. For questions on the status of your return, contact us.)
HOW DO I START THE RETURN PROCESS?
Start here with our easy return portal. Once you’ve submitted your return request, please keep an eye on your email for next steps.
- A $5 charge for return shipping will be deducted from your refund. (Or you can drop off your return at our Williamsburg or Soho store.)
- Once we receive your item, please allow up to 3-5 business days for your return to be processed.
- We reserve the right to deny credit if the merchandise returned does not meet our return policy requirements.
- Please be sure to include all required paperwork in your return, otherwise you may experience additional processing delays.
ITEMS PURCHASED IN STORE RETURN POLICY
Returns for in store purchases are for exchange or store credit only and must be made within 10 days of purchase, accompanied by a receipt. Beauty products and some custom items are final sale.
CAN I RETURN OR EXCHANGE AN ONLINE ORDER AT THE STORE?
Yes! Please use our Return Portal and bring your return paperwork to either our Williamsburg or Soho store along with the merchandise you want to return. Please allow 5-7 business days for our team to process your return.
CANCELLING AN ORDER
Once your order is placed we are unable to cancel it or make changes. If you ordered a custom item that is being made just for you and have changes, please contact us right away.
I NEED THE EXACT SAME RING IN A DIFFERENT SIZE!
Please return your ring using the return portal and place a new order on line for your new size. This is currently the only way we are able to accomodate exchanges.
HOW ABOUT REPAIRS OR RING RE-SIZING?
If you are sending an item back to be resized or repaired you can find all the information needed to send your item/s back to us HERE. Please fill out the form, print out your email confirmation and include it in your package with your original receipt. Once received, our Merchandise Support Team will reach out to you with an approximate lead time and estimated cost of service.
We can only accept repairs or resizing on jewelry bought from Catbird.
Please be sure to include all required paperwork in your repair/resize, otherwise you may experience additional processing delays.
All international sales are final.
We are not able to accept international returns at this time due to specific US import regulations. Please note we are also not able to issue any refunds on the original duties & taxes paid by the receiver on behalf of your order. These fees are remitted to the destination country at the time of order placement.
If you need to inquire about a refund on any duties & taxes paid, please contact your local customs agency.
Please contact us with any specific questions about your order, we’re here to help!
HOW DO I KNOW IF SOMETHING IS RETURNABLE?
If you have a question as to whether your item is returnable, please contact us. Beauty products, engraved pieces, and some custom items are final sale. Jewelry sets (‘Bundles’) can be exchanged for store credit only. Please contact us before ordering if you are unsure.