Returns

returns

last updated 15 august 2026

if it arrives and it is not right, whether that means the size or simply the feeling, write us within seven calendar days of delivery. we will help you send it back.

the window

ask to return a piece within seven calendar days of the date the carrier marks it delivered. once we approve the return, give it to the carrier within seven calendar days. a request or package sent after those windows may not be accepted.

what can come back

the piece must be unworn, unwashed, unaltered, free from damage, scents, stains, and hair, and returned with its original tags. we also need your order id or another clear proof of purchase.

a special follows these same rules unless its page clearly said it was final before you bought it. a return that does not meet these conditions may be sent back to you.

how to start

write support@stillonce.com with your order id and the reason for the return. wait for our reply before mailing anything, because the reply will include the correct return address and instructions.

return postage

for a fit or preference return, you pay the return postage. choose a trackable service and keep the receipt, since the package remains your responsibility until it reaches us. there is no restocking fee.

if we sent the wrong piece, or it arrived damaged or defective, we pay the return postage and make it right.

refunds

after the return arrives, we inspect it and write you with the result. an accepted return is refunded to the original payment method for the amount approved from the total you paid.

we send the refund promptly. your bank or card provider may take 5 to 10 business days to place it back in your account.

exchanges

each week is made once, so an exchange is never guaranteed. if the same piece is still here in the size you need, we can hold it once your return is approved. otherwise, the return becomes a refund.

if something is wrong

if a piece arrives damaged, defective, or different from what you ordered, write support@stillonce.com within seven calendar days with your order id and clear photographs. we will replace it if we can. if we cannot, we will refund the approved amount from the total you paid and any postage you paid to return it.

one quiet ask

stillonce is meant to be worn, not flipped. please send a piece back with the same care it had when it left us.