Returns & Exchanges
All products must be returned in their original condition (never worn and never washed, with original tags attached) and in original packaging. Boot boxes must also be in original condition, so please put them in another box or outer packaging for return shipment. We reserve the right to refuse any return or exchange of merchandise that does not meet these requirements. Refused merchandise will be sent back to the customer. Clearance items are not accepted as returns under any circumstances. Returns and exchanges may take up to 5 business days to be processed once received. You will receive a confirmation email once your return has been processed.
Please send all returns to:
The FURMO Group
Returns Department
4725 Paris St. # 275
Denver, CO 80239
Please download, print, and include our return form with your return shipment.
Click Here to Download our Return Form
Our return window is 60 days. This begins on the day that the product was received by the customer and ends on the day that the customer ships the product back to us.
We do not accept returns after 60 days under any circumstances.
We recommend shipping your return with an insured carrier and with a tracking number. We are not responsible for items lost or damaged during return shipping.
Refunds can be issued in two forms. The first is a monetary refund that will be subject to a $10 restocking fee*. The second is a store credit for the full purchase price, not subject to a restocking fee. The store credit will be issued as a gift card delivered via email. Please select your preferred method on the return and exchange form. Original shipping charges are not included in refunds.
*For returns that included three(3) or less items, this fee is per order. For returns that include more than four(4) items, this fee will be per item.
Need a different size or style? No problem! We are happy to process exchanges except on Clearance items. We will gladly accept exchanges for up to 60 days after delivery. There are no restocking fees on exchanges.
We will happily provide you with a free return label on your first exchange, just give us a call!
There are 2 options for exchanges:
If you are exchanging for a different size, we can process an even exchange. Once we receive the original product, we will place an order for the new size, and it will be shipped out according to our normal shipping and handling times. Please note, we cannot process even exchanges for international orders.
If you are looking for any other type of exchange, including a different style, different brand, or an item you would like expedited shipping on, we recommend placing a new order and sending back the original item for a purchase price refund.
Click Here to Download our Exchange Form
Just as we require with returns, all products must be in their original condition (never worn and never washed, with original tags attached) and in original packaging. Boot boxes must also be in original condition, so please put them in another box or outer packaging for return shipment. Customer is responsible for all return shipping costs beyond their first exchange.
Please send to:
The FURMO Group
Returns Department
4725 Paris St. # 275
Denver, CO 80239
We recommend shipping your return with an insured carrier and with a tracking number. We are not responsible for items lost or damaged during return shipping.
Once we receive your return, we will either issue you a purchase price refund or process your even exchange. Returns may take up to 5 business days to be processed once received. You will receive a confirmation email once your return has been processed. Please keep in mind that it may take up to 7-10 business days for your refund to be posted to your credit card.
Return Shipping LabelsWe can provide domestic prepaid return shipping labels for an $8.95 fee. Please call us at 720-316-6728 for more information. We do not provide shipping labels for International returns.
We will not refund shipping costs that we did not pay for ourselves so please do not inquire about shipping reimbursement. Thank you for understanding.
Incorrect, Missing, or Defective Product
We now offer Route Shipping Insurance on ALL orders!
Route shipping insurance is preemptively added to your cart as you are checking out, but is visible and easily removable. If this option is removed, we will not bear responsibility for lost, stolen, or damaged goods. If you have selected and paid for the Route Insurance, you may follow their App instructions to help with filing a claim here:
https://claims.route.com/
Here is more information taken from Route's site regarding Claim Requirements:
Claims Reporting Time Frame(s)
It is understood and agreed that the following timelines for claims transmittal must be adhered to in order for a claim to be processed:
- Claims for packages presumed to be lost by the carrier, where the status is not “delivered” must be filed no sooner than 7 days after the scheduled delivery date for domestic shipments (and 20 days for international shipments), but not later than 30 days from the last checkpoint.
- Claims for packages marked by the carrier as “delivered” must be filed within 15 days from the date and time shown by carrier as delivered. In the event of theft, Underwriters may require a police report to be filed with the local authorities and/or a signed affidavit attesting to the theft of the covered property. Security video, showing evidence of theft, may substitute for a police report and/or an affidavit.
- All other claims should be filed as soon as discovered but in no event later than 60 days from the purchase date.
If you did not purchase Route Shipping Insurance
We are still happy to help, although our decision will be based on the findings of the mail carrier. Please note the following:
Missing and Incorrect items need to be reported within 14 days of delivery (or expected delivery) so that we may accurately file a claim and look into the issue.
Defective products must be reported within 60 days of receipt. We are happy to reach out to manufacturer's on your behalf regarding any warranties but after that time period, we will not accept returns or replacements on defective items.
Please contact us via email at service@thewesterncompany.com to report a problem and receive further instructions.