ONLINE REFUNDS OR PRODUCT EXCHANGES
If for any reason you are unsatisfied with your purchase, we are happy to accommodate a return for a refund or an exchange for another product within 10 days of order fulfillment date. The order fulfillment date is the date in which your order was shipped. To qualify for a return or exchange all items must be unworn, unwashed, and undamaged, with tags still attached. Please use our Return Portal linked here.
Various products are naturally Final Sale due to sanitary concerns. These products include all hats, caps, scarves, coffee cups, silverware and coffee beans.
We are happy to supply a pre-paid shipping label through our Return Portal for return or exchange shipping. Please ship your order back to us within 5 business days of receiving the pre-paid shipping label. Returns shipped outside of this window will no longer be accepted as a return or eligible for exchange services.
All returns and exchanges will result in a $10 processing fee. Processing fees cover shipping and restocking services.
IN-STORE REFUNDS OR PRODUCT EXCHANGES
Any Items purchased in-store are eligible for a return for refund within 7 days of purchase date or an exchange within 14 days of purchase.
STORE CREDIT FOR IN-STORE AND ONLINE PURCHASES
Returns for Still Here Store Credit are available within 30 days of order fulfillment date for items purchased online and are available within 14 days of purchase for in-store purchases. Store credit will expire one year following the product purchase date.
Please use our Return & Exchange Portal and choose the Store Credit option to initiate the process for online purchases. Store credit will be processed once the returned order is received in our warehouse. You will be contacted with Store Credit receipt once processed. Still Here Store Credit is redeemable online or in-store.
DISCOUNTED & STILL HERE VAULT PURCHASES
Any product purchased on sale and/or from the Still Here Vault is only eligible for return for Store Credit. Refunds or Exchanges will not be processed for any product bought while on sale or from the Still Here Vault.
INTERNATIONAL SHIPPING AND RETURNS
International shipping costs, duties, taxes, VAT and other relevant charges are the sole responsibility of purchasing customers. Still Here has partnered with Global-E and Shopify to offer a seamless checkout experience for International customers. All incurred expenses associated with International orders are charged at checkout to simplify the buying process and offer complete transparency.
International Returns and Exchanges are unfortunately not yet processed via our Return & Exchange Portal. Shipping costs and duties for International Returns and Exchange are the sole responsibility of purchasing customers. For more information or to begin the International Return or Exchange process, please email firstname.lastname@example.org with your Order Number in the subject line.
Still Here is not responsible for any lost or damaged merchandise through the return or exchange process.
For any other questions or concerns, please feel free to email us at email@example.com
SHIPPING INSURANCE & ROUTE
We are proud to currently offer third party shipping insurance through our partner Route. This insurance is optional and available in-cart at checkout, for a small additional fee on your order. You are not required to purchase shipping/order insurance. Route shipping insurance fully covers packages that are damaged, stolen or lost in-transit. In order to file an insurance claim visit the Route Claims Portal and input your order numbers and email address used at checkout. If you require assistance in filing a claim please reach out to firstname.lastname@example.org and we will do our best to assist. Please note: Route is a separate business from Still Here and has its own requirements and deadlines for claim submissions. Still Here cannot assist further if a claim is not approved for any reason.
If a customer chooses to opt-out of Route Shipping Insurance, they are acknowledging that Still Here takes no liability in guaranteeing their order will arrive on-time, undamaged and to the correct address. Still Here is not responsible for any packages that are lost or stolen at any point in the fulfillment process. For full coverage and peace of mind we recommend customers check out including Route Shipping Insurance.