Return Policy

Commitment to Customer Satisfaction

At Piper Lou, we take pride in our work and are committed to delivering high-quality products and reliable customer service. Our policies are designed to ensure a consistent and secure resolution process for all customer inquiries while protecting the integrity of our business.

Refunds & Returns Policy

  • We offer full refunds within 30 days of delivery confirmation, provided the customer submits a return request via email (info@piperloucollection.com) within this period. Customers are responsible for return shipping costs and must provide a valid tracking number to verify return shipment.
  • Returns requested after 30 days from delivery confirmation may be eligible for store credit at Piper Lou’s sole discretion, subject to item condition and availability. No refunds will be issued after this period.
  • All returned items must be unused, unwashed, and in their original condition with tags and packaging intact. "Unused" means no signs of wear, damage, or alteration as determined by Piper Lou’s inspection team.
  • Piper Lou reserves the right to deny any return if the item shows evidence of use, damage caused by the customer, or failure to comply with return procedures. Photographic evidence of misuse may be provided to the customer upon request.
  • No refunds or credits will be issued for clearance items, Box of Awesome, accessories (such as lids, straw packs, etc.) or donation items (products marked as supporting charitable causes), as these are final sale.
  • Items purchased during promotions such as Buy 1, Get 2 – or Buy 1, Get 3 are subject to adjusted refunds. The refund amount will be determined on the number of items being returned to Piper Lou. If you wish you receive a 100% refund, you must return the entire order.

Customized Items Policy

  • Customized items are non-refundable and non-returnable due to their personalized nature.
  • If Piper Lou determines that a production error occurred (e.g., incorrect personalization due to our mistake), we will replace the item at no cost to the customer, provided the error is reported within 7 days of delivery with photographic proof. Customer-provided errors (e.g., misspellings in submitted text) do not qualify for replacement.

 

Replacement Policy for Production Errors & Damaged Items

  • If a customer receives an incorrect item or an item damaged during transit, Piper Lou will provide a replacement at no additional cost, provided the issue is reported within 7 days of delivery with photographic evidence and the damaged/incorrect item is returned to us (shipping label provided by Piper Lou upon approval).
  • Claims submitted after 7 days or without sufficient evidence may be denied at Piper Lou’s discretion. Customer-inflicted damage does not qualify for replacement.

Exchange Policy

  • Exchanges for a different size, color, or variation are permitted only if requested within 14 days of delivery and approved by Piper Lou. Customers are responsible for return shipping costs and a restocking fee, determined by Piper Lou based on item type and condition (minimum $5, disclosed upon approval).
  • Items must be unused, unwashed, and in original condition (as defined in Section 2). Exchanges are subject to stock availability; if an item is unavailable, store credit may be offered at Piper Lou’s discretion.

Contact & Support


Customers may reach our support team via:

  • Email: info@piperloucollection.com (responses typically within 48 business hours)
  • Phone: (919) 444 2853 (hours posted on piperlou.com)
  • Live Chat: Available on piperlou.com during posted hours
  • All claims must be submitted through these official channels; social media messages or unverified methods will not be processed.