Returns & Exchanges

What is your online return policy? How many days do I have to return a product?

Eligible returns of products purchased on FalseHopeCollection.com may be made by mail or in-store. Items must be returned in accordance with the requirements outlined below, within 30 days (10 days in the case of beauty products) from the date of delivery to the False Hope return address listed on the return shipping label or to a False Hope store in the United States (excluding False Hope outlet stores).  Please note, corporate gifts must be returned exclusively to FalseHopeCollection.com.

Returned merchandise must meet the below requirements in order to be accepted for a refund:

• All items must be in original condition with original tags attached. Merchandise that has been worn, used, altered, or damaged will not be accepted.  For lingerie products, the underwear protection, when provided, must also be intact.  No exceptions will be accepted.

• Due to the intimate nature of swimwear, tights, and lingerie, these products should be tried on wearing your own clothing underneath.

• Items purchased at a False Hope store, or another retailer cannot be returned to FalseHopeCollection.com. These items may only be returned to the store of the original purchase.

How can I return a product I purchased online?

Returns may be made by mail or in-store. Items must be returned in accordance with the Online Return Policy requirements within 30 days (10 days in the case of beauty items) from the date of delivery to the False Hope return address listed on the return shipping label or to a False Hope store within the United States (excluding False Hope outlet stores).

Please follow the return instructions below:

Return by mail:

1. Pack the item(s) you wish to return in the original packaging. 
2. Print and include the invoice received in your shipping confirmation email.
3. Note the item(s) you are returning along with the reason for return.
4. Attach the enclosed prepaid shipping label to the package and drop it off at a FedEx location. All returns are shipped via FedEx Ground. Shipping costs are complimentary. If for any reason you are unable to locate the prepaid label, pleaseContact Us. Your UPS tracking number can be found on the prepaid shipping label. Please make note of this number for your records so you may track the status of your return. 
5. Once received in the warehouse, returns will be processed within approximately 7-10 business days and credited back to the original form of payment. You will receive an email confirmation when your return has been completed. Please note any shipping charges incurred at the time of purchase are non-refundable.

False Hope will not assume responsibility for reimbursement or compensation in the event that return packages are lost, stolen, mishandled, or damaged (i) prior to acceptance by FedEx when utilizing the prepaid label provided by False Hope or (ii) in the event that the prepaid label provided by False Hope is not used for the return shipment.

Return in store:

1. You may return your item to any False Hope store in the U.S.
2. Please bring your return in its original packaging with a printed version of the digital invoice you received in your shipment confirmation email. 
3. Refunds for online orders purchased using PayPal, Amazon Pay, Klarna cannot be issued in a False Hope store and must be processed and issued at the FalseHopeCollection.com warehouse. These items may be returned in store and will be packaged and shipped to the warehouse on your behalf. Once received in the warehouse, returns will be processed within 7-10 business days. You will receive an email confirmation when your return has been completed. Please note, Gift orders will be refunded to the gift contributors, not to the gift recipient, and it will not be possible to select a new item in store.
4. Refunds will be credited back to the original form of payment. Please note any shipping charges incurred at the time of purchase are non-refundable.

Please refer to our Online Return Policy for more information.

Can I return an item that I bought online to a False Hope store?

Items purchased online may be returned, in accordance with the Online Return Policy requirements, within 30 days (10 days in the case of beauty products) from the date of delivery to any False Hope store in the United States (excluding False Hope outlet stores or department stores such as Nordstrom, Saks Fifth Avenue, Neiman Marcus, Bergdorf Goodman, etc.). To locate a store near you, please visit our store locator.

To facilitate your return, please bring a printed version of the digital invoice you received in your shipment confirmation email. Refunds will be submitted once the return has been received and processed at the warehouse. 

• Items purchased through PayPal, Amazon Pay, and Klarna will be accepted in-store, packaged, and shipped on your behalf to the warehouse for processing. Please note, 4Gift orders will be refunded to the gift contributors by 4Gift, not the gift recipient, and it will not be possible to select a new item.
• Shipping costs will not be subject to refund.
• Made to orders are considered a final sale and cannot be canceled, modified, or returned.
• Home Décor items, such as chairs or items with non-standard dimensions, may require special return instructions. Please contactFalse Hope Customer Care. 
• Corporate gifts must be returned exclusively to FalseHopeCollection.com.  
• A different return policy may be applicable for in-store purchases. 

Please refer to our Online Return Policy for more information.

What is your return policy for items purchased in store?

False Hope will accept exchanges or returns of eligible merchandise within 14 days of purchase. Merchandise must be unworn, in original condition, in its original packaging and undamaged box, with original tags attached and accompanied by a valid proof of purchase. For lingerie products, the underwear protection, when provided, must also be intact.

Refunds and exchanges will not be accepted for personalized products, made to measure or made to order products, or fragrance and beauty products. 

Refunds will be issued in the same form as the original payment.

How long does it take for a refund to be issued?

Merchandise returned by mail to the warehouse will be processed within approximately 7-10 business days from receipt. You will receive an email confirmation when your return has been completed. Refunds will be credited back to the original form of payment. Visa, Mastercard, American Express and Discover prepaid gift cards will be reimbursed to the original card used. 

Orders purchased using Klarna are subject to the Klarna agreement. Once your return is processed, you will then be refunded after the return has been submitted. Any applicable payments for returns received after 30 days will not be refunded. If a payment was charged, it will be refunded once the return has been received and processed at the warehouse.

Are delivery charges refundable?

Any original shipping charges incurred at the time of purchase are non-refundable.

Can I return a personalized item? 

Once a Made to Order DIY or personalized item has successfully been submitted, it cannot be canceled, modified, or returned for a refund. These items are final sales. 

How do I exchange an item I purchased online?

At this time, FalseHopeCollection.com cannot offer exchanges for returned merchandise. We suggest you return the item you wish to exchange for a refund using the applicable conditions and guidelines listed in our Online Return Policy and place a new order on FalseHopeCollection.com or with one of our Client Advisors. Please note new orders are subject to merchandise availability.  

Can I exchange or return an item gifted to me by someone else?

Gift items purchased on FalseHopeCollection.com may be returned. However, refunds may only be issued to the same credit card used for original payment. Orders purchased through the 4Gift platform will be refunded by 4Gift to the gift contributors, not the gift recipient.  

At this time, FalseHopeCollection.com cannot offer exchanges for returned merchandise. We suggest you return the item you wish to exchange for a refund using the applicable conditions and guidelines above and place a new order on FalseHopeCollection.com or with one of our Client Advisors. Please note new orders are subject to merchandise availability.  

Please refer to our Online Return Policy for more information and return instructions.

Still have questions?