We want you to love what you ordered. If something isn’t right, here’s how returns and exchanges work — including a free in-store exchange within 3 days of delivery on any item, sale or full-price.
Order cancellations
Changed your mind? You can cancel your order yourself within 1 hour of placing it — just sign in to your account, open the order, and cancel. Need help after that? Email us at office@runwaycompany.com.
How to start your return or exchange
Start your return whichever way is easiest for you:
Online (fastest): Sign in to your account, open your order, and request a return. You’ll get a prepaid shipping label to print at home.
By email: Email office@runwaycompany.com with your order number and the item(s) you’d like to return, and we’ll set it up for you.
Either way, please drop your package in the mail within 3 business days of receiving your label.
Return window
You have 7 days from the date your order is delivered to start a return or exchange by mail. For a free in-store exchange you have 3 days from delivery (see Exchanges below). Requests after these windows can’t be accepted.
Condition
Items must be unworn, unwashed, and unaltered, with all original tags attached and in their original packaging. Items returned worn, laundered, or without tags can’t be accepted.
Return shipping
A flat $7.95 return shipping fee is deducted from your refund to cover the prepaid label. There is no additional restocking fee.
Refunds
Once we receive and inspect your return, your refund is issued to your original payment method within 5 business days. Your bank or card issuer may take a few additional days to post it.
Exchanges
Free in-store exchange, within 3 days of delivery. Bring your item — sale or full-price — to any of our store locations with your order confirmation for a free exchange, with no shipping fee.
Prefer to exchange by mail? For full-price items, the fastest way is to return for a refund and place a new order, so you’re not waiting on stock.
Final sale
Any item purchased at a sale or discounted price, and anything in our clearance section (“Off the Runway”), is Final Sale — it can’t be returned for a refund, by mail or in store. Sale items are still eligible for the free in-store exchange within 3 days of delivery described above. Full-price items follow the standard return terms above.
Damaged, defective, or wrong item
If your item arrives damaged or defective, or you received the wrong product, email office@runwaycompany.com within 7 days of delivery. We’ll cover return shipping and send a replacement or full refund. Please include a photo if you can.
Gifts & gift cards
If your order was marked as a gift, the recipient receives store credit for the returned value. Gift cards are non-returnable and non-refundable.
Returning in store
You’re always welcome to bring an online order to any of our locations with your order confirmation. In-store exchanges are free within 3 days of delivery — on both sale and full-price items.
Questions?
Email office@runwaycompany.com or call 718-975-8100. Returns by mail are sent to: The Runway Company, 272 Cedar Bridge Ave, Lakewood, NJ 08701.
