Refund policy

Returns
You have 15 days from the date you receive your item to request a return or exchange. To qualify, the item must be in its original condition: unworn or unused, with tags attached, and in the original packaging.

How To Start a Return or Exchange

Email us at support@shopthesims.com to request a return or exchange. Once your request is approved, we’ll send you the return instructions and the correct return address.

Please note: Shipping fees are non-refundable, unless the item originally arrived damaged or incorrect. Any items sent back without prior approval will not be accepted.

After You Send Your Return

We’ll notify you once your item has been received and inspected. If your return is approved, your refund will be issued to your original payment method. Keep in mind that your bank or credit card provider may need additional time to process the refund on their end.

If the credit card used for your purchase is no longer active, let us know as soon as you send back your item so we can assist you.

Order Changes and Cancellations
You can request an order cancellation, product change, or size change within 48 weekday hours (Monday to Friday only) of placing your order by emailing support@shopthesims.com

Requests submitted outside of weekdays will not be eligible for processing.

Please note: Pre-orders can be canceled at any time while the product’s pre-order window is open, but once that window closes, we’re unable to make any cancellations or changes.

Exchanges  
Requests for exchanges should be made within 30 days of the delivery date of the product. If you want to request a change of size, contact us and we will give you a return label. Please note that you will be charged for the reshipping of the product. 

Damages and Other Issues
Please inspect your order as soon as it arrives, and if you receive a damaged, defective, incorrect, or incomplete item, you have 7 days from delivery to report the issue by emailing support@shopthesims.com with your order number and a photo of the issue. We will review this with our shipping partners so we can review it and correct the problem for future. In most cases, we’ll offer customers a replacement or a refund to cover damaged items.