1. Start a Return
2. Process your return.
3. Package your item(s).
4. Ship your package.
Receive your refund and confirmation.
How to Initiate a Return or Report an Issue
1. Contact us first to start any return or issue resolution. For orders placed through our Instagram Shop (Instagram Checkout), you can initiate a return request directly in the Instagram app: go to your Orders, select the item, choose a return reason, and tap “Request Return” to submit the request. If you don’t see the order in your app or purchased through a different platform (or if you prefer), please contact us directly via email or Instagram direct message with your order number and details.
When you reach out, please provide:
1. Order information: Order number or screenshot of your order confirmation.
2. Reason for return/issue: A brief description of what’s wrong or why you want to return.
3. Photos for issues: If the product is damaged, misprinted, or incorrect, include clear photos of the item and the problem area. This evidence helps us quickly approve your claim and is required by our print-on-demand partner.
2. Do not ship items back before contacting us and receiving instructions. We will supply you with the proper return address and any needed shipping label. (Because our products ship directly from our print providers, returns need to be sent to our designated return address, not the original sender.)
Response and Communication
Our customer support team is committed to prompt communication. We will respond to your return request or issue report within 1–2 business days. ENV Athletics is dedicated to resolving any issues as quickly as possible – in fact, Instagram’s commerce policies require sellers to address customer inquiries within 2 business days, and we strive to meet or exceed that timeline. All return instructions, approvals, or updates will be communicated via email or Instagram message.
If you initiate a return through Instagram’s system, some requests may be automatically approved per our settings. In such cases, you’ll receive an email with return instructions immediately. If the request isn’t auto-approved, don’t worry – we will review it and get back to you within the 2-business-day window.
Return Shipping
For approved returns of non-defective items (change of mind, sizing issues), customers are responsible for return shipping unless otherwise agreed. We will provide the return mailing address and any specific instructions. Please use a trackable shipping method to send the item back; this helps ensure we can verify receipt and process your refund. (We cannot issue a refund for a return that we never received, so tracking is important.)
For returns due to our error or a defective product, we cover all costs. In most cases, we will not ask for a faulty item to be shipped back. If we do require a return of a defective item (for example, for quality inspection), we will provide a pre-paid return label so you incur no cost.
Conditions for Returns & Refunds
Eligible reasons for return/refund:
01
Damaged, Misprinted, or Defective Items: If your apparel arrives damaged, has a manufacturing error, or is not the item you ordered, we will offer a free replacement or a full refund. Simply contact us within 30 days of delivery and include a clear photo of the issue. In most cases, you do not need to ship back a misprinted or defective item, as photo proof is usually sufficient.
02
Wrong Item or Order Error: In the rare event that we send the wrong size or product, we take full responsibility. Please notify us within the 30-day window so we can correct the mistake with a replacement or refund.
03
Lost or Never-Arrived Orders: If your order doesn’t arrive or is significantly delayed beyond the expected delivery timeframe, let us know immediately. We will investigate with the carrier and ensure you receive your product or a refund for non-delivery.
Change of mind and size exchanges (non-defective returns): We understand that sometimes an item may not fit as expected, or you may change your mind. We accept returns for non-defective apparel within 30 days of delivery, provided the item is unused, unwashed, and in its original condition (with tags and packaging intact). Once we receive the item and confirm it’s in new condition, we can issue a refund or store credit. (Please note that because our products are made on demand, we do not do direct exchanges. Instead, you may return the original item for a refund and place a new order for the desired size or style.)
01
Any item not in its original condition (e.g., has been worn, washed, or damaged by the customer) may be ineligible for a full refund.
02
Final Sale items: Products marked “Final Sale” on the product page cannot be returned or refunded, unless they arrived damaged or there was a clear error on our part.
03
Outside the return window: Unfortunately, we cannot accept returns or issue refunds for requests made beyond 30 days after delivery, as our production partner will not support those claims. (If extenuating circumstances apply, please reach out, and we will do our best to assist.)
Items not eligible for return:
Refunds & Resolution Timeline
Refund processing: Once we receive your returned item and confirm it’s in acceptable condition, we will initiate your refund within 2 business days. The refund will be issued to your original payment method. (If you purchased via Instagram Checkout, the refund will be processed through Instagram’s payment system, and you’ll be notified in the app and via email.) Please allow up to 10 business days for your bank or card issuer to post the refunded amount to your account. We’ll notify you once the refund has been issued.
Replacements: If you requested a replacement for a damaged/defective item, we will place a new order for your item at no charge to you as soon as your claim is approved. Our print-on-demand production partner will print and ship the new item as quickly as possible. Production typically takes a few days, and shipping transit times will be similar to your original order. We’ll provide a new tracking number once your replacement is on the way. (In many cases, you keep the original defective item – no need to return it – so you’re not waiting without a product.)
Issue resolution speed: We aim to resolve all return requests or issues quickly. Simple returns are often completed (with a refund issued) within a week or two from your initial request, depending on shipping time for the return. Issues requiring a reprint/replacement are typically resolved in the time it takes to produce and ship a new item (usually 1–2 weeks total). Our print partner, Printify, generally processes issue claims promptly when submitted with photo proof, often confirming a reprint or refund within one to two business days of our report. We will keep you informed at each step so you know exactly what to expect.