Returns & Refunds

Return window

You may request a return within 30 days of the delivery date shown in your tracking information.

What can be returned

To be eligible, items must be:

• Unused, unwashed and free of odors, pet hair and stains
• In their original packaging, with all tags attached
• Purchased from Rustic directly through this website
• For socks, unworn. For multi-packs and gift sets, returned complete with every item

The following cannot be returned:

• Items marked final sale or clearance at the time of purchase
• Gift cards
• Items that have been used, washed, altered or damaged after delivery

How to start a return

1. Email contact@rustic.best with your order number, the item you are returning and the reason.
2. We will reply within one business day with the return address and instructions. Please do not send items back without contacting us first, as returns sent to the wrong address cannot be processed.
3. Pack the item securely in its original packaging and ship it using any carrier. For items over $75, we recommend a tracked and insured service, as we cannot be responsible for returns lost in transit.

Return shipping costs

Return shipping is the customer's responsibility, unless the item arrived damaged, defective or incorrect. Because shipping is free, the full price of the returned item is refunded.

Refunds

Once your return arrives, we inspect it within 3 business days and email you to confirm. Approved refunds are issued to your original payment method. Depending on your bank or card issuer, it can take 5-10 business days for the credit to appear. Returns that do not meet the conditions above may be sent back to you at your expense.

Exchanges

We offer one exchange per order for a different size or colorway, subject to availability, requested within 30 days of delivery. Contact us to arrange it. The customer is responsible for shipping costs on exchanges, and any difference in price will be charged or refunded.

Damaged, defective or incorrect items

If something arrives damaged, defective or is not what you ordered, email us within 3 days of delivery with your order number and clear photos of the item and packaging. We will send a replacement or issue a full refund, including any shipping you paid, and cover the cost of the return.

Please note that handwoven alpaca naturally varies slightly in color, size and pattern placement from piece to piece. These variations, and differences caused by screen settings, are not considered defects.

Gift returns

If the item was marked as a gift and shipped directly to you, you will receive store credit for the item's value once your return is approved. Otherwise, the refund goes to the original purchaser.

Questions

We are happy to help. Email contact@rustic.best or call +1 (840) 257-8248.