Refund policy

Returns and exchanges

Last updated: October 25, 2026

The short version

Your first exchange for a different size or color is free within 30 days of delivery.
You can return unworn items for a refund within 30 days of delivery.
If something arrives damaged, defective or wrong, we'll put it right at no cost to you.
Start every return or exchange by contacting us first (see "How to start"). Please don't send items to the return address printed on your shipping label.

1. What we can accept

Items must be unworn (trying them on is fine), unwashed, and have their original tags attached. If you still have the clear bag the item came in, please use it. It helps us process your return faster, but it isn't required.

We can't accept items that have been worn, washed or damaged after delivery, except for the problems covered in section 4.

We don't currently sell any final-sale items. If that changes, the product page will say so before you buy.

2. Exchanges

Your first exchange on an order, for a different size or color of the same item, is free. We'll email you a prepaid return label and send your new item as soon as the carrier scans your return.
Please ask within 30 days of delivery.
Exchanges depend on availability. If the size or color you want isn't available, we'll offer you a refund instead. We never send a different item without your OK.
For any further exchange on the same order, you pay the return shipping ($7.50 if you use our label). We still send the replacement at no extra shipping cost.
Would you like a different product? Return the original for a refund and place a new order.

3. Refunds

Please ask within 30 days of delivery.
You pay the return shipping for refunds. You can use our prepaid label, and we'll deduct $7.50 from your refund. Or you can send it yourself with a tracked service.
We don't refund the original shipping charge, unless the return is because of our error.
If returning part of your order takes it below our free-shipping amount, we won't charge you shipping for the items you keep.
If you bought the sleep set and night dress together at the two-night set price ($99) and return only one of them, we refund that item's regular price minus the $13 two-night saving, because the saving applies only when you keep both. Returning both refunds the full $99.
Within 3 business days of tracking showing that your return has arrived, we refund you to your original payment method and email you. Your bank may take a few more days to show it.

4. Damaged, defective or wrong items

If your order arrives damaged, or you received the wrong item, tell us within 30 days of delivery. The sooner, the better.
If an item has a defect in materials or workmanship that shows up with normal wear and care (for example, a seam that comes apart), tell us within 60 days of delivery.
Please send photos of the item, a close-up of the problem and the size or care label. For damage in transit, also send the outer package and shipping label. Please keep the packaging until we've sorted it out.
We'll send a replacement at no cost, or refund you in full including the original shipping. You choose. If we need the item back, we'll send a prepaid label.
If an item ever causes a skin reaction, a burn or any other injury, stop using it and contact us straight away. Tell us your order number, the item and what happened, in general terms. Please don't send photos of skin or any medical details; we don't need them. Please keep the item, because we may need to collect it.

5. How to start

Email info@openwindowco.com or use our contact page. Include:

your order number;
the item or items;
whether you'd like an exchange (and which size or color) or a refund.

We usually reply within one business day, Monday to Friday, with instructions and a label where one applies.

Please don't send returns to the return address printed on your original shipping label. That's our fulfillment partner's warehouse, and returns sent without our instructions can't be matched to your order.

6. Where returns go

Your instructions will tell you which address to use:

our fulfillment partner's returns center in City of Industry, California, with the authorization number we give you; or
our returns address: Open Window Co., 15111 Turphin Way, Sugar Land, TX 77498, United States.

7. Gifts

If you received an item as a gift, you can exchange it under section 2. Refunds go to the original purchaser's payment method.

8. Late or missing refunds

If you haven't seen your refund 7 business days after our refund email, please check with your bank or card issuer first, then contact us and we'll help.