Refund and Returns Policy
In effect from Sep 28, 2026.
| What | Figure | How it’s measured |
|---|---|---|
| Return window | 30 days | counted from the carrier’s delivery scan |
| Return authorization | sent by email within 1 business day | from the request |
| Posting deadline | 10 days | from the authorization email |
| Restocking fee | $0.00 | on every return |
| Return postage | shopper pays for a change of mind; Horizon Picks pays when it made the mistake | per return |
| Refund | sent within 7 business days | from the day the dress reaches the return address |
| Bank or PayPal posting | 3 to 10 business days more | set by the card issuer or PayPal |
Counting the 30 days
A return can be requested for 30 days after the delivery date recorded in the carrier’s tracking. Only the request has to fall inside those 30 days. The dress itself goes in the mail after the authorization arrives.
On the calendar: a dress delivered on Friday, Oct 30, 2026 can be returned if the request is sent by Sunday, Nov 29, 2026.
Deciding a dress isn’t right
Any reason qualifies: the size runs small, the cut doesn’t suit, the color looks different in daylight, or the event was called off. Horizon Picks doesn’t ask shoppers to justify a change of mind.
Keeping the tags on
A returned dress has to come back the way it arrived. That means tried on at home only, never washed or altered, every tag still attached, and free of makeup, deodorant, and perfume marks. The original mailer isn’t required, and any sturdy envelope or box will do.
Deducting nothing for restocking
Returns cost nothing in restocking: the fee is $0.00. Horizon Picks takes nothing off a refund for inspection, repackaging, or handling.
Covering the return postage
For a change of mind, including a size that turned out wrong, the shopper pays the postage to the return address, and the $5.90 shipping fee on the original order isn’t refunded. When Horizon Picks made the mistake (a damaged or faulty dress, the wrong dress, or one that doesn’t match its listing), the shopper pays nothing, as the sections below explain.
A partial return never takes back free shipping. At checkout: an order of two dresses totaling $40.98 shipped free. Returning the $21.99 dress later brings a $21.99 refund, with no shipping charge deducted, even though the dress kept comes to $18.99.
Asking for a return authorization
Within the 30 days, write to contact@horizonpicks.com or send the Contact page form. Include the order number, the dress and size, and whether it’s a change of mind or a problem with the dress. The return authorization comes back by email within 1 business day. That email holds the return address, the authorization number for the outside of the package, and the posting deadline.
Posting the dress
Post the dress within 10 days of the authorization email, to the address in that email, with the authorization number written clearly on the package. Any carrier with tracking is fine. Keep the postage receipt and the tracking number until the refund arrives.
Knowing where returns go and what postage costs
Approved returns go to the fulfillment partner’s return facility in China, not to the Roanoke business address. The full address is given only in the authorization email. Postage for a change-of-mind return is an international rate, set by whichever carrier the shopper uses; Horizon Picks adds nothing to it and receives none of it. The Roanoke address in the footer handles mail and records only.
Sending the refund
When the dress reaches the return address and meets the condition rule, Horizon Picks refunds the card or PayPal account that paid, within 7 business days. A refund-sent email goes out the same day. The bank or PayPal then takes 3 to 10 business days to show the credit.
On the calendar: a dress that reaches the return facility on Monday, Nov 23, 2026 is refunded by Thursday, Dec 3, 2026, since Thanksgiving falls in between.
Exchanging for another size
There’s no direct swap. For another size or style, return the first dress for a refund and place a new order, which ships on the normal schedule straight away.
Spotting a fault or damage
A split seam, a broken zipper, a stain, a hole, or damage from the journey counts as a fault. Report it within 14 days of delivery with photos of the fault and the size tag, plus the outer mailer and its label when the damage happened in transit, as the Shipping Policy asks. Horizon Picks decides within 2 business days of the photos and sends a replacement or refunds the dress and the $5.90 shipping fee. In most cases the faulty dress stays with the shopper. If Horizon Picks needs it back, the authorization says so, and Horizon Picks repays the postage when the receipt is emailed in.
Opening the wrong dress
A dress in the wrong style, color, or size compared with the order confirmation is a Horizon Picks error. Report it within 14 days of delivery and include a picture showing the dress and its size tag. The right dress follows at no charge, or the order is refunded in full, shipping fee included.
Comparing the dress with its listing
A dress that differs materially from its listing, such as a different fabric, a missing lining, or a length more than 1 inch off the length stated in the listing, counts as not as described. Report it within the 30-day window with photos. Horizon Picks covers any return postage and refunds the shipping fee. Small shade differences caused by screens are covered in the Disclaimer.
Losing a shipment in transit
A shipment the carrier confirms as lost, or one a trace can’t find after 8 business days, is replaced or refunded in full, whichever the shopper prefers. The Shipping Policy sets out the trace.
Refusing or missing a delivery
A refused shipment, or one the carrier can’t deliver, is refunded for the dress price once the carrier confirms it’s back with the partner or disposed of. The $5.90 shipping fee is refunded too when the delivery problem was Horizon Picks’ mistake.
Mailing a return without authorization
A package sent without a return authorization, or sent anywhere other than the address in that email, can’t be matched to its order until customer service traces it. A refund depends on the package reaching the return address.
Cancelling within 12 hours
An order can be cancelled, or its address changed, within 12 hours of placing it, by email or by phone. A cancelled order gets a full refund to the card or PayPal account that paid, within 2 business days. After 12 hours the order is with the partner and can’t be stopped, though the dress can still be returned under this policy once it arrives.
Excluding dresses by condition, not by style
No dress in the catalog is final sale. The only dresses that can’t come back are those that fail the condition rule: worn beyond trying on, washed, altered, damaged after delivery, or missing tags. If a listing is ever marked final sale, the listing says so before checkout and this page names it.
Getting help with a return
Customer service answers return questions at contact@horizonpicks.com or +1 (826) 287-0144, Monday to Friday, 8:00 AM until 4:00 PM Eastern Time, with a reply within one business day. Contact page messages land with the same team. Shipping times and fees are in the Shipping Policy.