Return & Refund

810 MUST is committed to delivering an exceptional customer experience. We encourage you to contact us with any questions or concerns prior to placing your order 

How can I contact you?
Our Customer Care team is here for you 7 days a week. Our normal business hours are from 9am-6pm EST Monday through Sunday, and 9am-6pm GMT Monday through Friday. We try to reply to all customer inquiries within 24 hours. You can contact us using the form.

 

 

RETURNS

How to return
As part of our commitment to reducing our environmental impact, our return instructions are paper free. This benefits our customers, our people and our planet.
We recommend you return your items using the packaging your order arrived in. If you're unable to do this, please find a suitable alternative. Make sure any designer boxes or cases that came with your order are also protected within your returns packaging. If you return your item without protecting the designer boxes or cases that came with your order, you may not receive your refund.
Booking your return is free and easy. Here's what you need to do:

1.  Go to Orders & Returns if you have an account.
2.  Find the order you want to return and click return item(s).
3.  Select each item and your reason for returning.
4.  Place each item you're returning with any designer boxes or cases that came with your order inside the packaging.
5.  Prepare your package by attaching your Return Label and Return Note to the outside of your packaging. Make sure the Return Label is visible as this will need to be scanned by the courier.

We recommend you ask the courier to scan your package when they collect your return. This will make sure your return is tracked.

 

 

RETURN POLICY

All returned items must adhere to our return policy for a refund to be processed:

- Items must be unworn, unused, unwashed and in the original condition received.

- Authenticity tags on footwear must be intact. If removed, the item will not comply with the returns policy and will not be refunded.

- Footwear must be returned in the original box provided, and packaged inside a protective shipping box.

- Return requests must be submitted within 14 days of the delivery date, and item(s) must be shipped back within 7 days of an approved request. Items that do not comply or are sent outside of this window are subject to refusal and may sent back to you.

If you believe you have received a damaged or defective item, or there has been a fulfillment error, please reach out through email, and our Customer Care team will be happy to assist.

 

REFUNDS

Please allow up to 10-14 business days once your return has arrived back to us to inspect and authenticate the items(s) and process your refund.  Refunds will be issued to the original payment method, excluding original shipping charges.

 

EXCHANGES

Due to the nature of our consignment platform, we are not able to offer exchanges. Since every item may have a different seller and level of availability, even identical items may vary in price. 

If you purchased an incorrect size, once received, you are welcome to submit a return request for a refund back to your original payment method.  Please keep in mind that the returns process may take up to 14 business days before a refund is reflected back to your account.

 

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@810must.com. Please note that returns will need to be sent to the following address: 6265 Greenwhich Drive, 210, San Diego CA 92122, United States

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@810must.com.

 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

 

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@810must.com.