We are proud to be a USA woman-owned company. We are always available to chat via email, store chat or phone. You'll reach either Sherri, the boutique owner or Shelby the store manager. We pride ourselves in providing personalized customer service. 

Return Rules Summary:

• Returns/exchanges accepted for 14 days (Cowboy hats = 7 days)
• Products shipped to us without a Return Authorization will not be accepted. 
• Returns are provided store credit 
• Customer responsible for return shipping (We provide free ship on exchange items.) We provide a return label and label fee is deducted from your return credit. 
• No restocking fee
• Final sale items can not be returned
• Merchandise must have ARRIVED back to us within 30 days of the confirmed delivery date indicated by your order’s tracking number.

PLEASE READ THIS ENTIRE PAGE TO FULLY UNDERSTAND OUR RETURNS POLICY. IT WILL HELP AVOID QUESTIONS LATER.

What if my product arrives damaged?

Please consider purchasing Route protection for your packages, especially fragile or more expensive products. Route claims are easy and reliable. If you receive a shipment that is damaged or a no-show, reach out to Route directly to file your claim. Begin here: https://claims.route.com

If you did not purchase the Route protection: (We highly recommend Route protection!)

Replacement will be given for any product received with a manufacturer defect. Photos will be required. Please notify us at: sherri@bourboncowgirl.com within 2 days of receipt of your product to request the refund or replacement. If your product arrived with damage due to poor handling by UPS or USPS, and you opted out of our Route Package Insurance, you will need to provide your tracking number to USPS or UPS and file a claim yourself.  Once claim is filed, it could take a few days for USPS or UPS to respond. (*To avoid waiting out this process with shipping agents or taking a risk that they will refuse your claim, we highly recommend purchasing the ROUTE protection. This is a painless and quick resolution to ensure you get your refund or replacement quickly.) Bourbon Cowgirl offers Route to protect customers as well as our company. If you unclick the Route Protection option (opt out) of our provided insurance program, Bourbon Cowgirl will not send a replacement product free of charge. We can not afford to pay out of pocket for damages incurred by shipping handlers. So please consider keeping the Route protection in place to ensure you don't have a loss if your product is damaged in transit. 

What if I changed my mind or an item doesn't fit?

Returns or exchanges can be made on NON-CUSTOM products if you contact us within 14 days of receipt of your product.  You will receive a STORE CREDIT for any returns. Custom items are not returnable because we cannot resell them to others if they are made to your custom requirements. 

Non Returnable Items: The following items are non-returnable. 

• All intimates 
• All FINAL SALE items (Final Sale items are drastically reduced to make room for new collections. We make no profit on final sale items and therefore do not accept returns.)
• Custom Cowgirl Hats (our collection of locally made burned/torched hats. This includes hats by Calamity Ann and KC Lids.) 

Please package items securely in their original packaging, with all tags in place and include a copy of the original invoice or packing slip. Ensure products don't display deodorant stains, makeup stains, pet hair or smell of smoke. We will not accept clothing that has been worn or washed/dried. It must be new condition. 

If your return is rejected, you can opt to have it shipped back to you at your own shipping expense. Otherwise we will donate or discard the item at our discretion.

Hats should not show any signs of wear including makeup stains or dust/dirt. Hats must also arrive in new condition. Do not reshape the hats. If hats are sent back for an exchange or store credit, and they arrive misshapen, we can not accept the hat. We must be able to resell the item in order to accept the return. 

Shoes/boots MUST NOT SHOW SIGNS OF WEAR on the bottom and must have all original protective packaging and tags in and on the boots. Boot box must also be in new condition. Shoe boxes are an important part of the product presentation and must be returned undamaged, along with the shoes. This means you CANNOT use the shoe box as the main shipping container, please place shoe box inside of a separate box or bag.

If any products arrive in less than new condition and/or without original brand or store tags in place, a refund will not be given upon receipt. If product returned in resale condition, your store credit will be for your purchase price of the goods. We can not refund or credit shipping or Route package protection, as that is a "service rendered" and is a cost we cannot get back. We provide discounted shipping on large items such as cowboy hats and boots. However, we typically get billed up to $15 additional to ship the items to you. As a small business, we can not afford to give free shipping. 

BEGIN YOUR RETURN REQUEST:

First, login to your existing customer account or set up a new customer account here: (use the same email address you used to place your order to keep all of your customer information in one account.) https://account.bourboncowgirl.com

Find your recent order and begin the return process as instructed. You are responsible for the cost of the return. If you use the return label we provide you, the cost of the return label will be deducted from your store credit amount when your return is received and inspected. (*NOTE: do not include Route Insurance within your return request. The Route insurance is a SERVICE rendered to you when the product shipped to your home. It is not returnable. If you include it in your request, the request will have to be rejected and resubmitted without the inclusion of the Route Insurance.)

Once we receive your item in new condition, we will process your return and store credit. You will receive store credit for your original purchase price for the item in full minus the cost incurred for the original shipment to you. If returning a product valued over $50, we recommend purchasing shipping insurance. We don't guarantee that we will receive your returned item. We can not control the handling and shipment of the goods. If we do not receive the goods, you will need to contact the carrier to submit a claim for lost or damaged goods. 

RETURN TO THIS ADDRESS: (Only after you've submitted a request and have received our approval email.) 

Bourbon Cowgirl LLC
117 N Hanover St, Suite 201
Carlisle, PA 17013
USA

*Please insert a note with your full name, phone number and email address, along with your order number.

If you choose to use OUR return label, please note that the return label fee will be deducted from the store credit amount. You can choose to use our label our select a shipping service of your own.

Upon arrival of your returned item to our warehouse, please allow our returns team 1-3 days to process your item. All items returned are thoroughly inspected post arrival. 
Exchanges: When you submit your return request, please indicate if you wish to make an exchange and provide the size or item you wish to be sent as a replacement. Exchanges only- customer sends the product back at their expense and Bourbon Cowgirl ships the replacement item FREE of charge. (We will pay for the replacement shipping.) We only provide ONE free exchange shipping per order. Meaning if you exchange a size S for a size M and then decide to exchange the size M of the same product for something else, you'll need to pay shipping both directions for the return/exchange of the product on the second round of exchange.  We lose too much of our original margin on paying for 2 rounds of shipping for your exchanges of the same product/order. 

 (If you used a coupon code for the original order and wish to place a new order for an even exchange- for example you need a different size, email us to request a new coupon code for the new size.)

CHRISTMAS SEASON RETURN POLICY:

We understand that you might shop early and need to make returns and exchanges after Christmas gifts are given. Christmas gift exchanges and returns will be accepted as long as you make your request by January 8. ALL OTHER RETURN RULES APPLY (re: new, unworn, unwashed, with tags attached, etc...) We provide store credit for returns sent back with original labels, unworn and new condition. We can provide that store credit to you or a gift recipient. Just let us know a full name and email address if we are crediting the recipient.

How to Redeem Store Credit

Thank you for your business!