Return & Refund Policy

Quick Summary

• Returns accepted within 14 days of delivery for store credit (items must be unworn, unwashed, undamaged, with tags).
  
• Refunds are only available when we can’t fulfill your order (item is truly unavailable / sold out and cannot be sourced).
  
• Customer pays return shipping (tracking required).
  
• Store credit is issued via email. It never expires and can be used online, in-store, over the phone, and on sale items. Please use your individual code sent via email at checkout to use your store credit or gift card. Please contact Alexis at 209-684-3549 if you cannot locate your store credit (issued via email) or cannot apply it at check out. We can no longer apply store credit or discounts after your purchase is made. If you're using your store credit or gift card and it doesn’t work please contact us; we can no longer apply your store credit or gift card on your behalf  if you’ve already completed the order.
  
• Sale-priced items are final sale (no returns).
  

1) Returns for Store Credit (Most Common)

If you’re not 100% satisfied, we accept returns for store credit if the following is true:

Return Window

• Your return must be initiated and shipped back within 14 days of receiving your order (delivery date). This applies to special orders as well. 
  
  

Condition Requirements
Returned items must be:

• Unworn
  
• Unwashed
  
• Undamaged
  
• With original tags attached
  
  

Not Eligible
We cannot accept returns/exchanges for:

• Worn or washed items
  
• Items with tags removed
  
• Damaged items due to wear/use
  
• Items returned outside the 14-day window
  
  

Where to send returns
Please send all items to:

The Total Look
450 1st Street East Suite F
Sonoma, CA 95476

What happens next

• Once we receive and inspect your return, we will email you a store credit.
  
• Store credit never expires and can be used:
  
  • Online
    
  • In-store
    
  • Over the phone
    
  • Even on sale items
    

2) Exchanges (Wrong Size / Different Item)

Need a different size or want to exchange for another item?

How exchanges work

• Contact us first so we can help you quickly and start working on ordering your exchange item.
  
• You pay shipping to send the original item back (tracking required).
  
• We will help you secure the replacement item as fast as possible.
  
• Once the return is received, we ship the exchange out (we typically cover outbound shipping for the replacement).
  
  

To start an exchange
Call/Text Alexis: 209-684-3549

3) Order Cancellations (Accidental Orders / Changed Mind)

We totally understand that mistakes happen — but cancellations depend on whether the item can be fulfilled.

If your order can be fulfilled (in stock or we can still source it)

• If you request to cancel, you are not eligible for a full refund.
  
• You will receive store credit (via email).
  
  

If your order cannot be fulfilled (truly unavailable)

• If we can’t ship it from our store and we can’t source it (drop-ship or vendor) because it’s sold out/unavailable:
  
  • You are eligible for a full refund, or you can choose store credit, or you can select a replacement item.
    
    

This policy exists because many items are sourced immediately after you order, and we may already be financially committed to securing the product for you.

4) Split Orders / Partial Availability

If an order includes multiple items and one item becomes unavailable, we do not automatically refund part of the order without contacting you.

We’ll reach out and let you choose one of the following:

• Substitute to a different item
  
• Store credit
  
• Refund (only for the item we truly cannot fulfill)
  

5) Sale Items

All sale-priced items are final sale.
No returns, refunds, or exchanges on sale items unless the item arrives defective.

6) Defective or Damaged Items

If your item arrives defective or damaged, contact us right away so we can make it right.

Please be ready to provide:

• Your order number or last name.
  
• Photo(s) of the issue
  
  

Call/Text Alexis: 209-684-3549