Cider Return Policy

Cider isn’t just a brand; it’s a journey through a world of style, quality, and innovation. When you step into the realm of Cider, you’re not merely purchasing clothing; you’re immersing yourself in a fashion experience that transcends boundaries.

Cider’s Return Shipping Fee

When it comes to returning items to Cider, the shipping cost is your responsibility. Please ensure that you pack and ship the items you wish to return to our warehouse in Hong Kong, China.

Return Timeframe

To initiate a return request, you have a maximum of 14 days from the date you received all the items in the same order. This timeframe allows you to carefully consider your purchase. For swimwear purchased on or after April 14, 2023, returns are eligible. It’s important to mail your return package within 7 days from the date you’ve submitted your return request.

Condition of the Items

For a successful return, all item(s) must be in their original condition, which means they should be unworn, with the original packaging, and all tags securely attached. A crucial note: for swimwear to qualify for a refund, hygiene stickers must be fully intact. Incomplete stickers will not be accepted. Any garments that show signs of being worn, washed, or altered will not be eligible for a refund. Additionally, please be aware that the original shipping cost, if applicable, is non-refundable in most cases.

How to Initiate a Return

Whether you’re using the Cider app or the website, starting a return request is a straightforward process. Here are the steps:

Through the App and Website

  1. Download the Cider app to begin the return process. You can also initiate a return on the Cider website.
  2. Log in using the email address associated with your order.
  3. Visit the “Orders” section and select the specific order you want to return.
  4. Confirm receipt by clicking the “Confirm Receipt” button if you haven’t already done so.
  5. Once you’ve confirmed the delivery, you’ll see the “Refund | Return” button. Click it to start the return process.
  6. Follow the instructions provided and submit the refund request.

Pro Tips:

  • After initiating the return, keep an eye on your email for a return confirmation. Check your spam folder if you don’t receive it.
  • If you have multiple items to return, consider requesting refunds/returns for all of them in a single request to avoid additional return shipping fees, if applicable.

Shipping Your Items Back

The process of shipping your items back to Cider can vary based on whether you receive a shipping label from us or not:

  1. With a Provided Shipping Label: If we supply you with a shipping label, simply print it out and drop off the package at an eligible shipping station.
  2. Without a Provided Shipping Label: In this case, you can choose a carrier and send the package to our warehouse. It’s crucial to update your package tracking information on our app, as this helps us identify your return package.
  3. Keep the return receipt from the courier until your refund is processed. The time it takes for your package to reach our warehouse can range from 5 to 25 days, depending on the distance.

*Please review the “Fees and Eligibility” section to confirm if a shipping label is provided to you.

*Further details, including eligible shipping station locations and warehouse addresses, will be sent to your email after you’ve submitted the return process through our app.

*Important note: Do not mail your return to the sender’s address on the package, as it’s not the return address and will affect the processing of your return. Please use the address provided in the return instructions, even if you’re using your own shipping method.

*Make sure to initiate a return request on our site before sending back your return(s). We do not accept returned items without a return request and are not responsible for returning your unauthorized item(s).

Where is My Refund?

Your refund will be processed within 7-10 days after your returned package arrives at our warehouse. Refunds will be issued via the original payment method. Please allow an additional 3-5 days for the processing of returned items due to the high volume in our warehouse.

  • If you made the payment using a credit or debit card, the refund will be sent to the card-issuing bank within 5 business days of receiving the returned item or cancellation request. For questions about when the credit will appear in your account, please contact the card-issuing bank.
  • If you used PayPal, Klarna, or other online payment providers, the refund will be sent to the respective payment method within 5 business days of receiving the returned item or cancellation request. For inquiries regarding when the refund will be posted to your account, please contact the online payment providers.
  • If you paid with a Cider Gift Card, the refund will be issued to your account.
  • If your order was purchased through store credits from a previous return, please be aware that the order is not eligible for free return.
See also  Neiman Marcus Returns

Additional Information

Exchanges

At this time, Cider does not offer exchanges. However, you can place a new order for the desired item and initiate a return. As soon as we receive the returned package, your refund will be processed.

Final Sale

Products marked as “Final Sale” are not eligible for return or refund. Please be aware that if your order was paid using Store Credit only, all products in the order will be considered “Final Sale” and not eligible for return or refund. Items in specific categories, such as panties and accessories (except for scarves), cannot be returned or exchanged due to hygiene reasons.

Q: How do I start a return with Cider?

A: Initiating a return with Cider is a straightforward process. Whether you’re using the Cider app or the website, you can start a return request by following the steps outlined in our return guide.

Q: What is Cider’s policy for damaged items? A: At Cider, we take the quality of our products seriously. If you receive an item that is damaged or defective, we offer a hassle-free return process. Contact our customer support team, and they will guide you through the return and replacement process.

Q: Are there items that Cider won’t allow to be returned?

A: While Cider has a customer-friendly return policy, some items may not be eligible for return. These include products marked as “Final Sale” and personalized or customized items that are specially crafted for you. Please review the return policy for details on specific exclusions.

Q: How can I contact Cider for more information or assistance?

A: If you have questions or need assistance during the return process, don’t hesitate to contact Cider’s customer support team. You can reach out to us at [email protected]. We’re here to help you every step of the way.

Q: My return was rejected. Why did this happen?

A: If your return was rejected, it might be due to the item not meeting the eligibility criteria, such as being worn, washed, or altered. Ensure that the item is in its original condition with all tags and hygiene stickers intact. If you have questions about the rejection, please contact our customer support team for clarification.

Q: What is Cider’s policy for returning a damaged or defective item?

A: If you’ve received a damaged or defective item, Cider offers a hassle-free return process. Contact our customer support team, and they will assist you with the return and replacement. We take quality issues seriously and strive to provide you with a satisfying resolution.

Q: Does Cider have a return policy if I don’t have a receipt?

A: Cider understands that receipts may sometimes be misplaced. While it’s ideal to have your order confirmation or packing slip, we can still assist you with your return even if you don’t have the original receipt. Contact our customer support team for guidance on how to proceed.

Q: What is Cider’s policy for returning items without the original packaging or box?

A: While it’s preferable to return items in their original packaging, Cider does accept returns without the box in some cases. However, the item must still meet the eligibility criteria, including being in its original condition with all tags and hygiene stickers intact. If you have questions about returning an item without the box, please reach out to our customer support team for assistance.

Still Need Help?

Please note that Cider is not responsible for any failed delivery attempts caused by customer negligence, which includes refusal of shipment confirmation and providing incorrect consignee’s information (such as order address, contact number, or consignee’s name). In such cases, we are unable to process a refund. If you find that your order information is incorrect, please contact us at [email protected] with your order number and the correct information as soon as possible.

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