Refund policy

Requesting a Return

We offer a 30-day return window, meaning return requests must be submitted within 30 days of receiving your order. To be eligible for a return, items must be unworn, unused, with original tags attached, and returned in their original packaging. Proof of purchase is required for all returns.

Please note: Personalized and custom-made items are not eligible for return or exchange unless they arrive damaged, defective, or are incorrect due to a manufacturing or fulfillment error.

To initiate a return, please use our self-serve return portal available through your customer account order history. Simply access your order details and follow the prompts to submit your return request. If your return request is approved, you will receive return instructions along with a prepaid return shipping label at no cost to you. Return requests can also be submitted to us via email at legendline@shoplegendline.com.

Please do not send items back without prior authorization, as unauthorized returns cannot be accepted.

Return address:
272 Main Street
Sturbridge, MA 01566

Order Cancellations

Because all LegendLine products are made to order, we begin processing orders shortly after they are placed. Cancellation requests can be honored as long as they are submitted within 24 hours of placing your order.

To request a cancellation, please contact us at legendline@shoplegendline.com with your order number as soon as possible. Once the 24-hour window has passed, your order may have already entered production and can no longer be canceled or modified.

Order Not Received / Lost Package Policy

We understand how frustrating it can be when you're excited for an order and it doesn't arrive as expected. If your order has not arrived within the estimated delivery timeframe, please reach out to us and we'll be happy to help investigate the issue with the shipping carrier.

We are not liable for shipping and delivery delays. All delivery times are estimates only and are not guaranteed. We are not responsible for delays caused by shipping carriers, customs processing, or events outside our control. Once we transfer products to the carrier, title and risk of loss passes to you.

If your package is confirmed by the shipping carrier to be lost in transit, we will gladly send a replacement order at no additional cost to you.

If your tracking information shows that your package was delivered but you are unable to locate it, please check with household members, neighbors, or your local post office or carrier office, as packages are sometimes left in unexpected locations. If you're still unable to find it, please contact us and we'll do our best to assist you.

Damages and Issues

Please inspect your order upon delivery and contact us immediately if your item is damaged or defective so we can evaluate the issue and make it right.

To be eligible for a replacement, please email clear photos of the damaged, defective, or incorrect item when submitting your claim. These photos help us verify the issue and process your replacement as quickly as possible. Claims for damaged items must be submitted within 7 days of delivery. Requests submitted after this timeframe may not be eligible for review or replacement.

Missing Items

Please inspect your order upon delivery and contact us via email to legendline@shoplegendline.com as soon as possible if any items are missing from your shipment. We will review your order details and work with you to resolve the issue.

To help us investigate and process your request, please provide your order number along with photos of the package received, including the shipping label and the items included in the shipment. This information helps us verify the issue and determine the best resolution as quickly as possible.

Claims for missing items must be submitted within 7 days of delivery. Requests submitted after this timeframe may not be eligible for review or replacement.

Incorrect Items Received

Please inspect your order upon delivery. If you receive an item that does not match your order, please contact us as soon as possible so we can review the issue and make it right.

To be eligible for a replacement, please email clear photos of the incorrect item you received, including any tags or labels if applicable. These photos help us verify the issue and process your replacement as quickly as possible.

Exceptions / Non-Returnable Items

Personalized and custom-made items are not eligible for return or exchange unless they arrive damaged, defective, or are incorrect due to a manufacturing or fulfillment error.

Items must be returned in their original, unworn, and unused condition with all tags attached to be eligible for a refund or exchange.

Gift cards and sale items are non-refundable and cannot be returned.

Exchanges

We offer exchanges on eligible items within 30 days of delivery. To be eligible for an exchange, items must be unworn, unused, with original tags attached, and returned in their original packaging. Proof of purchase is required for all exchanges.

Please note: Personalized and custom-made items are not eligible for exchange unless they arrive damaged, defective, or are incorrect due to a manufacturing or fulfillment error.

To request an exchange, please use our self-serve return portal available through your customer account order history. Once your exchange request is approved, we will provide instructions for returning your item and processing your replacement. Exchange requests can also be submitted to us via email at legendline@shoplegendline.com.

Please do not send items back without prior authorization, as unauthorized exchanges cannot be accepted.

Refund Processing

Once your return has been received and inspected, we will notify you regarding the approval or rejection of your refund. If your refund is approved, it will be processed within 5-7 business days and issued back to your original method of payment. 

Please note that once a refund has been issued, it may take an additional 3–10 business days for the funds to appear on your original payment method, depending on your bank or payment provider. Processing times are controlled by the financial institution and may vary.