Returns & Exchanges

We make returns and exchanges easy! Just follow the information below if you ever need a return or exchange:

To be eligible:

  • Items must be unused, in the original condition and packaging, with tags attached if applicable.

  • Request must be submitted within 30 days of delivery.

To initiate a return or exchange:

Email returns@pridemode.com with:

  • Your order number

  • The name or email associated with the purchase

Our friendly customer care team will guide you through the next steps.

For product details, sizing questions, or general inquiries, feel free to contact us at info@pridemode.com, through our Contact Us page, or via the chatbox on our website.

Refunds will not be issued if:

  • The delivery failed due to an incorrect or incomplete address provided at checkout. Please see the section "Procedure for Lost or Undeliverable Packages" below. 
  • The package was delayed or returned due to customs issues or non-responsive action. Please see the section "Procedure for Lost or Undeliverable Packages" below. 
  • Delivery was impacted by uncontrolled external circumstances (e.g. natural disasters, postal delays, lost or damaged shipments). Please see the section "Procedure for Lost or Undeliverable Packages" below. 
  • The item is hygiene-sensitive (e.g. underwear, swimwear, cosmetics, earrings, etc.).
  • Other items not eligible for refunds are gift cards, tips, downloadable media, sale items, or customized goods.
  • Returns/cancellations/refunds are not applicable due to a change of mind.
  • Orders flagged as fraud risk by our payment processor. Please see the section "Fraud Risk and Order Security" below for details.

RETURNS & REFUND PROCESSING

Once your return is received and inspected, we will send you an email notification.

As soon as your return is approved, your refund will be processed. A credit will be automatically applied to your original form of payment. Depending on your bank's or payment provider's processing procedures, it may take them 5-7 business days until the credit shows on your account. Returns must be received within 30 days to receive a refund. 

Once you receive our confirmation email for your refund, please check with your bank/payment provider for the status of your refund if you do not see it reflected in your account activity after 7-10 business days.

SHIPPING FOR RETURNS/EXCHANGES

Shipping is free worldwide on all shipments from us, including approved exchanges. Return package shipping costs are at the customer's expense. All shipping costs are non-refundable.

We highly suggest using a trackable shipping service and purchasing shipping insurance at all times, especially if you are shipping an item(s) over $75 in total value. We do not guarantee that we will receive your returned item. We will send a notification once your item is received and also once we ship an exchanged item (including a tracking number).

PROCEDURE FOR LOST OR UNDELIVERABLE PACKAGES

Lost, stolen, or undeliverable packages, packages marked "return to sender" by postal courier, and packages stuck in customs can only be retrieved by the recipient directly with the postal courier (or customs when applicable).

Therefore it is the responsibility of the customer at checkout to make sure the shipping address is complete and accurate, and matches the preferred address in the system by their local postal couriers.

In this case, the recipient must file a claim directly with the postal courier with their ID and tracking number. We are not responsible for these packages but we can assist with documentation if needed. Email us at info@pridemode.com if you cannot find your tracking number or need a copy of the shipping address given at the time of purchase. These packages are nonrefundable by us and can only be handled by the recipient directly with the courier or customs, so it is imperative to act immediately.

Any packages marked "return to sender" are not received by any of our facilities and will require the same steps by the recipient in a timely manner to prevent the postal courier from destroying the package and allow them to release the package to you. 

FRAUD RISK AND ORDER SECURITY

To protect our customers and our business from fraudulent activity, we use an encrypted, automated fraud detection system at checkout provided by our payment processor (Shopify Payments). If your order is flagged as high risk, it will be automatically canceled and refunded before fulfillment. If your order is flagged as medium risk, we may proceed with fulfillment at our discretion—but it will only be eligible for size exchange (no refunds or returns).

The risk assessment is generated independently by the system, and the specific reason is not disclosed to us. These security measures are in place industry-wide to minimize fraud and protect small businesses from return abuse and chargebacks.

To learn more about how Shopify determines order risk levels, please visit: Shopify Fraud Analysis Help Center