Yes! Items purchased online can be returned either by mail to our warehouse or in person at any DTLR store location. 

When returning an item in-store, please bring one of the following to help us locate your order and process your refund: 

• Your Order Confirmation Email 
• Your Shipping Confirmation Email 
• The Packing Slip included with your shipment 

Note: Refunds for purchases made using third-party payment methods—such as Afterpay, Affirm, or PayPal—can only be issued in the form of a DTLR gift card. 

No, purchases made in-store must be returned to a DTLR store location. Please bring your original receipt to complete the return.

DTLR is not responsible for lost, damaged or stolen packages.  

Once a package has been picked up from our facility by the courier, DTLR.com is not responsible for any lost, missing, or stolen items during transit. However, our Customer Service team is here to help and will gladly assist you in filing a claim with the shipping carrier. 

We’re sorry for the inconvenience, and we’re here to make it right. 

If your order arrived damaged, defective, or you received the wrong item, please contact our Customer Service team within 5 days of receiving your order so we can resolve the issue quickly. 

In these rare cases, we will: 

• Cover the cost of return shipping 
• Reship the correct item (if available) or issue a full refund 

To help us investigate and resolve the issue as quickly as possible, please send us clear photos of the following: 

• The item(s) you received 
• Any tags, labels, or packaging 
• The shipping box (if still available) 
• The packing slip or invoice (if included) 

You can reply directly to your order confirmation email with the images, or email them to custserv@dtlr.com. Be sure to include your order number in the message. 

Why do we ask for this information? Providing photos helps us understand exactly what went wrong so we can fix it quickly. It also supports our quality control and training efforts, helping us prevent similar issues in the future. 

At this time, return shipping is the responsibility of the customer. DTLR does not provide prepaid return labels. If you wish to return an item, you will need to cover the cost of shipping it back to us using the carrier of your choice. 

We strongly recommend using a trackable shipping service to ensure your return is received safely. Please retain your shipping receipt and tracking number for your records. 

Once your return has been shipped, please email your tracking number to our Customer Service team at custserv@dtlr.com to help us process your return more efficiently. 

You have 30 days from the date of your order to return your item. To be eligible for a return, the item must be in original, unworn condition with all original tags attached. Items that do not meet these conditions may not be accepted for return.

The following items are non-returnable and non-refundable at DTLR: 

• Worn or used items 
• Items without original tags or packaging 
• Gift cards 
• Shoes without the original shoe box 

Please ensure your item meets our return conditions before sending it back. Items that do not qualify will be returned to the sender. 

Refund processing times depend on how and where you made your purchase: 

• Online Purchases: Once your return is received and inspected at our warehouse, please allow up to 10 business days for your refund to be processed. 
• In-Store Purchases: Refunds for eligible returns made in-store are typically processed at the time of return.  

Refund Method: 

Your refund will be issued to the original form of payment. Depending on your financial institution, it may take an additional 3–5 business days for the funds to appear in your account. 

For full details, please visit our DTLR Returns Policy.  

• Items must be unworn, unwashed, and in like-new condition
• All original tags, labels, and packaging must be included
• You must provide proof of purchase (receipt, packing slip, or order confirmation email)
• If returning shoes, they must be in their original shoe box, and that box must be placed inside a separate shipping container

Please ensure your item meets our return conditions before sending it back. Items that do not qualify will be returned to the sender.

Returns without a receipt may be denied or refunded as a DTLR gift card, depending on the situation.

No. Gift cards are non-refundable, non-transferable, and not redeemable for cash, except where required by law.

Refunds are generally issued to the original form of payment used at the time of purchase. If that payment method is no longer available, the refund will be provided as a DTLR gift card. For in-store returns of purchases made through PayPal, Afterpay, or Affirm, refunds will also be issued in the form of a DTLR gift card.

Refunds are typically processed within 10 business days after your return is received. However, depending on your bank or card issuer, it may take up to 30 days for the funds to appear in your account. If it’s been longer than this, please contact your financial institution.

DTLR does not offer cash refunds under any circumstances. If your original payment was made using cash, debit card, a DTLR gift card, or a third-party payment method (such as PayPal, Afterpay, or Affirm), your refund will be issued in the form of a DTLR gift card. 

This policy helps ensure a consistent and secure refund process for all customers. Gift cards can be used both online and in-store and do not expire.