Complex SHOP
 

RETURNS & REFUNDS

 

We hope that you will be delighted with your purchase but if you are not satisfied with the products you have received, we are happy to offer a refund on qualified items. Please review below to see which items are eligible for a refund and how to initiate your return.

What items can I return for a refund?

Exclusives, resale, and reduced items are FINAL SALE.

Otherwise, all full priced items, excluding hot sauces, apothecary, underwear, lingerie, hosiery, boxers, briefs, swimsuits and bikini bottoms are eligible for a full refund. 

If you receive the incorrect size or product, please e-mail support@complex.com and we will help issue a return and refund.

How long do I have to return an order?

Customers have up to 30 days after your purchase to return a product for a refund, providing the products are in their original, unworn, unwashed, and/or unopened condition with original tags and packaging.

We suggest you email support@complex.com within 2 days of receiving the product to request a return to ensure enough time successfully process your return. Please note that return instructions may vary by fulfillment partner.

How do returns work?

When you request a refund, Complex support will communicate the return request to the merchant in question and provide the merchant return instructions to the customer.

Please do not return any items without first contacting Complex. Any items returned without proper return authorization may be returned to sender.

How should I package a return?

Please ensure all returned items are well packaged and fully sealed, so as not to be damaged in the post. 

If returning footwear, please ensure the box is protected with an outer packaging layer such as another box. The footwear box is part of the product, therefore any damage may result in the return being refused.

If a return slip is provided, please ensure this is properly attached to the outside of your package.

Do I have to pay for return shipping?

In most cases, customers are responsible for return shipping fees.

All international returns must be declared as ‘Returned Merchandise’. Please ship the package using your country’s local shipping carrier (such as Canada Post, USPS, EMS) to avoid brokerage fees and/or duties that may result in your return being denied.

Insurance is recommended for products valued at $200 and over. Complex, agencies acting on behalf of Complex, and Complex’s retail partners are not responsible for items damaged or lost in return transit.

How long will it take for my return to be processed?

Once the merchant receives a customers return item, they will inspect it and notify Complex with an approval update for the returned item. This may take up 10 business days. Complex will immediately notify the customer on the status of your refund.

Returns approvals are at the merchant's discretion.

My return has been approved. When will I get my money?

If a customers return is approved, Complex will initiate a refund to your credit card (or original method of payment) excluding the original cost of shipping and handling. Shipping and handling fees are non-refundable.

You will receive the credit within 7-10 days of refund approval from the merchant, depending on your card issuer's policies.

My return was not approved. What do I do?

If a refund doesn’t qualify for the merchant's return policy or is otherwise rejected by the merchant, you may ask for the item to be sent back to you and will need to pay for a new shipping label. 

If you believe your item met all of the return requirements, please email support@complex.com.

To ensure that returns are approved, please ensure you carefully follow all of the return requirements set out above.

Can I exchange my order?

Unfortunately, exchanges are not permitted on shop.complex.com under any situation. Customers will need to return any unwanted items and re-buy the correct item.