Returns/FAQs
RETURNS POLICY
Q: What do I do if I have a return?
A: Please refer to our Return Guidelines (below) for specific information. Returns must be requested within 28 days of your order delivery for store credit. Please keep your tracking number easily accessible as you wait for your package to ship back to us.
Click here to start a return.
Q: What are your Return Guidelines?
A: We offer a 28-day return period from the day of delivery on eligible items. We offer only store credit for all returns.
In order to receive store credit, item(s) must be:
- Unworn and in the original condition
- No trace of makeup, stains, animal hair, deodorant, strong scents (perfume)
Special cases:
- Defects - Photo must be provided with proof. You will then receive store credit, which can be used to purchase a replacement or a new item
Non-refundable items:
- Accessories - Because of the hygienic nature of jewelry and accessories such as hats, hair clips, etc. these items are not returnable
- Items purchased with a discount code of more than 16% and/or items purchased from our "Sale" tab are FINAL sale. No exceptions. No refunds. No exchanges.
Q: I bought a Final Sale item, can I return it?
A: All items on sale of any kind, including discounted items, are not returnable, therefore, please aware of this while shopping. Please note that all JustKass Slippers are final sale. Sixteen DOES NOT refund any items bought on sale or items using a discount code of more than 16%.
Q: Are shipping fees refundable?
A: Outbound shipping fees from the original order are not refundable.
Q: How should I ship my return?
A: Please keep your return(s) in it's original packaging. Please put the return label on an exterior shipping box or container, not on any product or apparel packaging.
Q: Can I return an item if I have an APO/FPO address?
A. Sixteen cannot currently create return labels for APO/FPO addresses, as they require customs information for shipping.
FREQUENTLY ASKED QUESTIONS
Q: How do I track my package?
A: Once your order ships, you will receive an email with a link to track your package. Click on that link and get excited!
Q: How long will it take to receive my order?
A: Orders usually go out within 1-3 business days. Economy (ground) averages 4-8 days for delivery. We cannot guarantee when it will arrive as it is out of our hands once it leaves our warehouse. Pre-orders, pre-sales, or other items that are noted on the listing may take longer to ship out. Any duty fees and/or taxes that may be due upon receiving a package in a different country will be the responsibility of the customer.
Q: What happens if my package is lost or stolen?
A: Sixteen is not responsible for lost or stolen packages once shipped.
Q: How do I use a discount code?
A: During the first step of checkout, click where it says "Have a discount code? Click here" then put in your chosen code and click "Apply". Remember, you can only use one discount code at a time!
Q: How do I use my gift card or store credit?
A: On the second step of checkout, you will place the code in the Gift Card box and click "Apply."
Q: Can I use more than one discount code on an order?
A: Our system will only allow one discount code to be used on an order.
Q: How do I edit my cart?
A: Click on the cart icon at the top right-hand corner of the page. This will bring up a sidebar with the contents of your cart. Click "edit" and make your adjustments. Please note: sometimes on an iPhone or iPad, you may not be able to see the whole word "edit" once you are in your cart, but you should see at least an "e" so just click on that!
Q: Who pays for the duty fees and/or taxes on international shipments?
A: Great question! The customer will be responsible for any duty fees and/or taxes that may be due upon receiving a package in a country other than the USA.
Q: Can I change my order?
A: Sorry–we are unable to make changes to an order once it is placed. However, we are happy to cancel an order if it has not been shipped yet, and fulfill the new order that you place with your changes.
Q: What countries are available to have orders shipped to?
A: International shipping is available, please see list below. The rates are calculated based on weight and destination. Taxes and duty fees are the responsibility of the customer.
United States
Canada
United Kingdom
Western Europe
Austria, Belgium, Bulgaria, Croatia, Czechia, Denmark, Estonia, Finland, France, Germany, Hungary, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Senegal, Slovakia, Slovenia, Spain, Switzerland
Oceania
Australia, New Zealand