Return/Exchange Policy

Return/Refund Policy 

**RETURNS ONLY APPLY TO USA ORDERS. RETURNS/EXCHANGES ARE NOT AVAILABLE FOR INTERNATIONAL ORDERS, WITH EXCEPTION OF CANADA**

We can only accept returns/exchanges for store credit only. Returns must be delivered to us within 15 days after original delivery. If you request a return after the 15 day window we will not be able to accept your return and no store credit will be issued. If you need to return an item, please email helpme@bitterhell.com.

Returned item(s) must be in new condition, with tags attached, unwashed, unworn, and not covered in pet hair. If the returned item(s) do not meet the criteria we can not and will not issue store credit. 

The Customer is responsible for shipping costs for returns. This includes the return and the additional costs to reship. 

Returns must be addressed to: 
235 W.132nd St
bsmt a 
New York, NY 10027

We suggest considering using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item. We are also not responsible if the package is damaged or lost in transit. If item returns damaged we will not issue store credit. 

Once we receive your returned item(s) it will be reviewed (processing time 2-3 business days). If your return is accepted, a code will be issued to you via email, along with instructions. This code may be used towards the purchase of any available items. 

Items that we cannot accept as Returns:

• Made to order items
• Swimwear

Made to order items (as listed in the product description) can not be returned or exchanged for sizing. Please review our size charts or contact us for sizing help at helpme@bitterhell.com.

How To Avoid Returns: 

Our goal is to provide you with the highest quality product and the best customer service possible. We want to make sure you are satisfied with your purchase, so please don't hesitate if you have any questions. Email: helpme@bitterhell.com.

WE LOVE SIZE CHARTS! Good customer service to us means addressing problems before they arise. We strongly encourage customers to review our size charts carefully before placing an order. If you're still unsure what size to order, feel free to send us an email and we will be happy to help. 

We are NOT responsible for fixing sizing issues after an order has been dispatched or delivered. 

Each order takes 24 hours to process. If you need to make a change or cancel your order please do so within the 24-48hr processing timeframe. The sooner we can catch the mistake, the better. 

We do not accept returns or exchanges as some of our products are made to order. The only exception would be if the product you received is defective.

Thank you for your understanding.