Help Center

FREQUENTLY ASKED QUESTIONS

 Can I exchange my items?

We do not offer exchanges. Please inspect your order upon receiving and contact us immediately if the item(s) is defective, damaged, or if you received the wrong item. Customers can return your item(s) by mail to us in accordance with our Return Policy. Customers can utilize our online Return Portal to process a return as well as repurchase any available item(s) on our website.

What items/products cannot be returned?

Final Sale Items: The following items are considered “Final Sale” or non-returnable and cannot be returned for a store credit nor a refund: 

  • Accessories
  • Bodysuits
  • Sale Items
  • Custom Products (such as special orders or personalized items) 
  • Items priced at or below $25.00
  • Gift Cards 

How do I print a return label?

10nineteen Ltd. Co. does not provide no cost return shipping labels. Customers are responsible for covering shipping costs to return items to 10nineteen Ltd. Co. Customers are able to process return item(s) on our Return Portal. You will have the option to print your return label, or you can show your QR code at one of the approved locations to have the label printed for you. (The QR code will be provided via email once you book your return.) The associated shipping cost will be deducted from your refund amount to cover the cost of returns shipping.

Customers can always contact us for any return question at returns@the10nineteen.com.

How do I request a return for an item?

Process your return item(s) quickly and easily online with our Return Portal today! Our Return Portal is open for processing to all 10nineteen Ltd. Co. customers. Customers will be able to process the return for necessary shipping labels to have item(s) returned. 

How can I check the status of my return?

Once you have purchased a return shipping label through our Online Returns Portal and mailed your package, you can easily track your shipment through our returns tracking page. Look for updates via email, as we'll keep you informed so you can easily track the progress of your return and refund.

I received a partial refund after placing my order. What is this for?

One or more of your ordered items may have sold out since your order was processed. 

What if I used a Gift Card to pay for all or part of my order and there were out of stock item(s)?

The amount that will be refunded will go back to the E-Gift Card that was used, any remaining balance will be returned to your other form of payment.

Do E-Gift Cards expire?

Our E-Gift cards carry no expiration date.

My item(s) was delivered damaged, defective or incorrect item received?

If you have received faulty or damaged item(s), please ensure it is reported within 7 days of your package delivery date.

How can I edit or cancel my order?

We know you want your order fast so as soon as it is placed, we are on it! Unfortunately, this means that we cannot cancel or make any changes to your order. This can include but is not limited to:

  • Billing or shipping address update
  • Addition or removal of items
  • Change in color/size of items
  • Addition or removal of a discount code
  • Order cancellation request
  • Shipping method change

Why did 10nineteen Ltd. Co. cancel my order?

If you have recently placed an order and received a cancellation email regarding your order, we sincerely apologize. Order cancellations typically occur due to one of the following reasons:

  • The item(s) sold out
  • We are unable to verify your billing information and/or your billing address does not match the credit card on file for the order. (Please keep in mind we do this to protect our customers!)

Should you receive an order cancellation email, you will receive a refund via your original form of payment within 7-10 business days. This timeframe will be dependent upon your bank.

My order was returned to sender or refused?

Returned-to-sender or refused packages will be restocked and you will be issued store credit in the form of an E-Gift Card minus the initial shipping charge.

An order may be returned to sender for one of the following reasons:

  • An address is invalid or there is missing information,
  • The carrier is unable to deliver your package, or
  • The order is refused by the customer at time of delivery.

We do not take responsibility for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect at the time of purchase.

My order says delivered but I didn’t receive it?

If your package is still lost or missing, you must contact us within 10 days of the expected delivery date of your order to file a claim. Please be sure you check with neighbors, roommates, family members or anyone else who may have been home at the time the package was delivered.

10nineteen Ltd. Co. does not hold or accept responsibility for packages that have been reported as delivered by the carrier. We do not issue refunds or credits for packages that the carrier confirms as being delivered.

What payment method does 10nineteen Ltd. Co. accept? 

We accept the following forms of payment:

  • Visa
  • Mastercard
  • Discover
  • American Express
  • PayPal
  • Google Pay
  • Apple Pay
  • Shop Pay
  • Venmo

Do you collect sales tax?

Where required by law, we collect sales tax and pay it to the state or province to which we’ve shipped your merchandise.