Customer Care

Return Policy
You may return any item purchased on therow.com within 30 days of the delivery date by following the instructions below:

  1. Fill out the Return Form. This will enable you to initiate your return request which will be reviewed by our Customer Care team. Within 1 business day of submitting a request you will receive your Return Authorization by email, which is required for us to process your return.
  2. Once you have received your Return Authorization please make sure the item(s) you wish to return is in its original condition, tags and packaging included, otherwise we will be unable to approve your return and issue a refund.
  3. Our Customer Care team will provide additional instructions in the Return Authorization email to help you complete your return.


Once your return shipment reaches our warehouse, please allow up to 10 business days for your return to be processed. If your return does not meet the conditions detailed above, the item(s) will be sent back to you and your return request will be denied. Once your return has been approved and processed you will be issued a refund to the original form of payment and a Refund Confirmation email will be sent to you.

The Row takes full responsibility for the return label and associated shipping costs for orders returning from the following regions: United States, United Kingdom, European Union, Canada, Switzerland, Monaco, San Marino, Vatican City, Norway, UAE, Qatar, Japan, Hong Kong, Macau, Australia, Indonesia, South Korea, Malaysia, New Zealand, Philippines, Singapore, Thailand, Taiwan, Vietnam.

Please note that for regions not included in the above list, it is the customer’s full responsibility to arrange the return of their unwanted item(s), upon receiving their RA and return instructions from The Row Customer Care.

If you have any questions or concerns regarding our returns process please contact Customer Care.

For further information on the conditions for exercising your right to return, please see the Legal Area.

Return in Store
If you would prefer for our sales team to coordinate your return shipment please bring it to your nearest The Row boutique.

  • Make sure the items you wish to return are in their original condition, all tags and packaging included. Our sales team will check and confirm the condition of your items before initiating a return on your behalf.
  • Put the items to be returned into the original box (or another sturdy box) and bring them to one of our stores, along with all forms included in your original shipment (order invoice, return form, etc.).

We aim to process returns within 3 business days of their arrival at our warehouse. You will receive a Refund Confirmation email once your return has been processed and your refund issued. We regret that we are unable to issue refunds in-store for purchases made through the website at this time.


Refunds
Once your return shipment reaches our warehouse, please allow up to 10 business days for your return to be processed and refund issued. Once your return has been accepted, we will process your reimbursement and send you a Refund Confirmation email. 

The time needed to process your refund may vary based on the payment method used:

Credit Card: All major credit cards including Visa, MasterCard, American Express, JCB. Your card will be debited when the order is placed.

PayPal: Simplify your checkout process using PayPal's digital wallet.

Apple Pay: Use Apple Pay to easily and securely check out in iOS apps and on the web.

ShopPay: Shopify's accelerated checkout method allows you to pay in full or split your purchase into regular payments.

If you have received a Refund Confirmation email but have not been refunded please contact your bank. If your bank is unable to locate your refund please contact Customer Care.