Política de reembolso

All returns or exchanges must be requested within 30 days after receiving your order for domestic customers and 60 days for international customers.

To be eligible for a return, all items must be in the original condition that you received it, unworn or unused, with tags, and in its original packaging. Items returned or exchanged 14 days from receipt will not be eligible. The Face On Broadway store is not responsible for any items returned to us via non-trackable delivery method that are lost in transit.

To start a return, email our Customer Service team at shop@faceonbroadway.com. Please include: the order confirmation number, your first and last name, mailing address, phone number, what you are returning or exchanging and why. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Once your return has been received, please allow 3-4 weeks to exchange your item or a refund to your credit card to be processed.

The Face On Broadway Store will not re-ship any order or refund any customer whose order is not received due to any error with shipping information provided by the customer. 

If you would like to cancel or change your order, please contact us as soon as possible at shop@faceonbroadway.com. Please allow up to 48 hours for our Customer Service team to respond. Our business hours are 10:00am - 6:00pm (EST) Monday - Friday. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we may evaluate the issue and make it right.

Exceptions / non-returnable items
Items showing obvious signs of use; any item that is not in its original condition for reasons not due to any error of The Face On Broadway Store; music pre-orders; downloadable media; or media bundles are not eligible for return. All sales are final except only in the case of a manufacturer's defect, backorder, unshipped pre-order, or undeliverable package.  

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund to your account. Original shipping and handling charges are not refundable and you will be responsible for all costs associated with the return shipment. We recommend that the items be returned to us using a mail service that provides tracking or insurance.