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Complex currently ships to the USA, Canada, and the United Kingdom. If you live outside of these areas, please stay tuned as we hope to expand shipping capabilities very soon!
Unfortunately at this time we do not ship to PO Boxes.
Domestic: 3-5 business days
Within North America: 3-5 business days
International: 5-7 business days
Shipping rates vary based on the fulfillment partner for individual products.
Shipping costs are non-refundable. Depending on the fulfillment partner, customers may be responsible for paying for their own shipping costs when returning their item.
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.
All full priced items, excluding 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 email@example.com and we will help issue a return and refund.
Reduced and sale items are FINAL SALE.
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 firstname.lastname@example.org 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.
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.
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.
In most cases, customers are responsible for return shipping fees. 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.
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.
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.
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 email@example.com.
To ensure that returns are approved, please ensure you carefully follow all of the return requirements set out above.
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