Returns & Exchanges

Something not right with your order? Here is exactly how to sort it out. Most people are done in two emails.

Before you start: check you are inside the window

  • You have 14 days from the day your order was delivered to start a return or exchange.
  • Items need to be unworn, unwashed, free of odor, with original tags still attached.
  • Some items are final sale and cannot be returned. If an item is final sale it says so on the product page.
  • If your order came with a free or promotional item, that item has to come back too. Full details are in our Return & Exchange Policy.

What it costs you

We send you a prepaid return label on every return. There is nothing to pay up front, ever. What you pay depends only on which outcome you pick:

  • Swap it for a different size or colour — free.
  • Take store credit for the full value of what you paid — free.
  • Take your money back to your original card — free label, and $9.95 comes off the refund to cover the return.
  • Arrived damaged, faulty, or just plain wrong? That is on us. No fee, whichever option you choose.

Store credit is the one most people take. It is the full value of the item, it lands in your inbox as a code, and it works on anything at pholoh.us.

Some things we will not ask you to send back. If the item is $35 or less, or you are outside the United States, posting it back can cost more than the item is worth. In those cases we will often just sort you out and tell you to keep it.

Step 1. Email us

Send an email to info@pholoh.com with:

  • Your order number (it looks like #90210, and it is at the top of your confirmation email)
  • Which items you want to return or exchange
  • Why, in a sentence. Sizing, changed your mind, arrived damaged, wrong item, whatever it is
  • Photos, if the item is damaged, defective, or is not what you ordered
  • If you want an exchange, tell us the exact size or color you want instead

You do not need an account and you do not need to fill in a form. One email is enough.

Step 2. Wait for your return authorization

We reply with a return authorization email. It contains your return number and the address to send it to.

Do not ship anything before you get this email. Returns sent without authorization, or to any address other than the one we give you, cannot be processed or refunded. Our return address is not published anywhere, so if you found an address somewhere else, it is not ours.

Step 3. Pack it up

  • Put in everything from the return, including any free, gift-with-purchase, or bundled items that came with the order. If a free item is missing, its full retail value comes out of your refund.
  • Keep the tags on and leave the item in the condition it arrived in.
  • Write your return number and order number on a slip inside the box. This is the single biggest thing that speeds up your refund.

Step 4. Ship it back

  • Use a trackable service. Tracking is required. We cannot refund a return we cannot prove arrived.
  • Who pays: we do. Every authorized return gets a prepaid label from us, whatever the reason. The only cost is the $9.95 taken off the refund if you choose money back instead of credit or a swap.
  • Send us the tracking number once it is moving.

Step 5. We inspect it

Every return is inspected within 2 to 3 business days of arriving at our returns facility. We check that everything from the order is there and that the condition matches what we agreed. If anything is short or damaged, it is photographed and documented.

Step 6. You get your outcome

You get an email that itemizes exactly what happened: the original order total, any deductions and why, and your final amount.

  • Refunds go back to your original payment method within 5 business days of inspection, less the $9.95 return cost. Your bank then takes another 3 to 10 business days to show it. We cannot refund to a different card or person.
  • Exchanges ship out once inspection clears, subject to availability. One exchange per order. If what you wanted has sold out, we refund you instead.

If your order arrived damaged, defective, or wrong

That one is on us and it is a faster path. Email info@pholoh.com with your order number and clear photos. We cover return shipping and you choose store credit, a replacement, or a full refund. Do not ship it back before you hear from us.

If you are outside the United States

International returns work the same way, but return shipping, customs charges, and duties are your responsibility, and original shipping and duties are not refundable. Because return postage from outside the US is often more than the item is worth, we will sometimes just refund you and let you keep it. Ask us.

A few things worth knowing

  • Talk to us before you file a chargeback. Email info@pholoh.com and give us 5 business days. We would much rather fix it directly, and filing a dispute first can get your account banned.
  • We read every email. If it has been more than a couple of business days and you have not heard from us, reply to your own email to bump it.

The full legal terms, including the condition requirements, final sale list, and the deduction schedule, are in our Return & Exchange Policy. Where this page and that policy differ, the policy governs.

Questions about anything above, email info@pholoh.com.