Refund policy

Thank you for shopping with TROOP NYC. We hope she loves everything. If something isn't quite right, we're here to help.

Return Window

You have 14 days from the day your order is delivered to start a return.

To be eligible for a return, your item must be:

  • Unworn and unused
  • In its original condition
  • With all original tags attached
  • In its original packaging

Returns requested more than 14 days after delivery can't be accepted.

How to Start a Return

Start every return online in our Returns Center:

  1. Enter your order number (it's in your order confirmation email) and the email address you ordered with. You can also look up your order with your postal code or phone number.
  2. Choose the items you're sending back and tell us why.
  3. Pick an exchange, store credit or a refund to your original payment method.
  4. Once your return is approved, we'll email you a prepaid return label and instructions.
  5. Pack everything unworn, with tags attached and in its original packaging, attach the label and drop it off with the carrier named on it.

Packages sent back without a return request can't be accepted.

Return Shipping

  • Exchanges and store credit: the return label is free.
  • Refunds to your original payment method: a $10 return label fee is deducted from your refund.
  • Our mistake: if you received a wrong, damaged or defective item, the return is free.

Original shipping charges are non-refundable, except where the return is due to our error or a defective product.

Exchanges

You can exchange an item for a different size or color of the same piece, at the same price. Choose an exchange when you start your return in our Returns Center. We'll send the new item once your return arrives back with us. Exchanges are subject to availability.

Store Credit

If you choose store credit, it's added to your TROOP account under the email on your order once we receive and check your return. You can use it on your next order.

Gift Returns

Returning a gift? Choose "Returning a gift?" in our Returns Center and enter the order number from the packing slip. Gift returns are eligible for store credit or the same item in a different size, as long as they meet the return requirements and are started within 14 days of delivery.

Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives.

If your item is defective, damaged, or you received the wrong item, email hello@shoptroop.com as soon as possible with your order number and photos of the issue. We'll review it and arrange a replacement, exchange or full refund at no additional cost.

Non-Returnable Items

The following items are final sale and can't be returned, exchanged or refunded:

  • Items marked Final Sale
  • Gift cards
  • Gift wrap
  • Beauty and personal care products, such as press-on nails, fragrance mists and bath bombs
  • Hair brushes

If you're unsure whether your item is eligible for return, please contact us before sending it back.

Refunds

Once we receive and inspect your return, we'll let you know whether it's approved.

Approved refunds are issued to your original payment method within 10 business days, less the $10 return label fee where it applies. Your bank or credit card company may need additional time to post the refund.

If more than 15 business days have passed since your refund was approved and you haven't received it, please contact us at hello@shoptroop.com.

Return Address

TROOP NYC
1260 3rd Avenue
New York, NY 10021
United States

Please use the prepaid label from your returns email so we can match your package to your return.

Questions?

If you have any questions about returns, refunds, or exchanges, please contact us:

TROOP NYC
1260 3rd Avenue
New York, NY 10021
United States

Email: hello@shoptroop.com