FAQs

You can reach our team by email, phone or text message. The fastest way to get ahold of our team is via text, however we do our best to reply to all messages as quickly as possible! 

Email: [email protected]

Text or Call: 1-888-617-4018

CUSTOMER SUPPORT HOURS

Monday 9am - 5pm PST / 12-8pm EST

Tuesday 9am - 5pm PST / 12-8pm EST

Wednesday 9am - 5pm PST / 12-8pm EST

Thursday  9am - 5pm PST / 12-8pm EST

Friday 9am - 5pm PST / 12-8pm EST

Saturday CLOSED

Sunday CLOSED

Our team is available Monday to Friday 9am to 5pm PST / 12pm to 8pm EST - if you need help while our team is out of office, please send an email or text message and someone from our team will get back to you as quickly as possible! 

Email: [email protected]

Text or Call: 1-888-617-4018

Note: Our team is not available Christmas Day or New Year's day but we will reply as soon as we are back in office. 

We are not able to cancel or change orders placed during the sale period due to the high volume of orders being processed by the warehouse. 

This means we are not able to make any changes to your order details once your order has been submitted. You can reach out to [email protected] and we will do our best to help find a solution for you. 

We are not able to update information on orders placed during the sale period due to the high volume of orders being processed by the warehouse. This includes any address information, even just an update to zip codes etc. Please be sure to double check any address information you are entering at checkout.

We recommend you go to the Fedex website once you receive your tracking. You can request to have your order held at a Fedex location for pick up to ensure you receive your order. 

NOTE: You will not be able to update your address with Fedex through their website, you will only be able to "Hold at location"

Due to the high volume of orders being placed during the sales period, order processing may take longer than typical. Please allow 2-3 business days for the warehouse to fulfill your order and send your tracking information.

Our warehouse only ships on business days - this means no orders will be shipped on weekends or holidays. Orders placed during the holiday sale period will not ship until the next business day, at the earliest. 

You will receive an automated email with tracking information once your order is shipped and on its way to you.

We do not offer price matching on items that are further reduced in price during the sale period. We reserve the right to adjust and lower prices as the sale period continues.

For questions about price matching to other retailers, please email [email protected].

Items purchased at a discounted price during our sales period are Final Sale and may not be returned or exchanged. 

Sale items are not eligible for further discounts. Discount codes are only able to be used on regular priced items. Discount codes cannot be combined with any other existing sales offers including markdowns, promotions or other discount codes.

Discount valid on select styles, exclusions apply. All sales are final. Markdown items are not eligible for return or exchange. Further markdowns that happen during the sales period cannot be applied to prior orders. Any further markdowns or discounts cannot be applied to orders placed earlier in the sale. 

Purple Brand reserves the right to extend, modify, or discontinue this offer at any time without notice. 

FedEx requires that packages be picked up only by the intended recipient whose name is on the package. They do not permit changes to the recipient's name for package pickup. If the recipient cannot pick up the package, we can arrange for FedEx to return the package to us for re-shipment with the correct information.

If you missed the delivery of your package, FedEx will attempt to deliver it again the following day. Alternatively, you can choose to pick it up from a FedEx location. On their site, you can arrange for your order to be delivered to a Fedex location. 

You can do this by selecting Manage Delivery on the Fedex website.

Contact us if you wish to redirect your package to a FedEx location, and we will assist you. Please note that processing this request with FedEx may take some time.

All orders will be shipped with a trackable service. You will receive an email with tracking information within 24 hours of your order being shipped. If you have not received a shipping email with tracking information, please check your junk/spam folder.

We ship to more than 200 countries, please use the country selector on the top right of the website to select your country. Duties and shipping fees for international countries vary and can be found at checkout before purchase.  

Please refer to the Store Locator page on the site to find out the closest store to you, including international options.

To start a return outside of the USA, please go to our International Returns page.

Please allow 1-2 business days to process your order. Orders placed after 10:30AMPST/1:30PM EST will not be shipped until the following day.  Orders placed past 9am PST Friday will not ship until the following Monday. Please see our Shipping Page for more info. 

A business day is Monday to Friday - weekends are not considered business days. Our warehouse and couriers do not operate on weekends, therefore no shipping and order updates will occur over the weekend. 

GROUND SHIPPING: 3-5 business days

• Free* Ground Shipping on orders over $200 USD (Ship Time: 3-5 Business Days)

Orders under $200 USD will be charged a $15 USD shipping charge

NOTE: Processing and shipping may require additional time during sales period due to high volume.

We are not able to update address information once an order has been placed. This includes any address information, even just an update to zip codes etc. Please be sure to double check any address information you are entering at checkout. If you have entered the incorrect information, please reach out to our team and we will see if we are able to cancel your order so it can be replaced with the correct info.

If your order has already been shipped or is not able to be changed: We recommend you go to the Fedex website once you receive your tracking. You can request to have your order held at a Fedex location for pick up to ensure you receive your order. 

NOTE: You will not be able to update your address with Fedex through their website, you will only be able to "Hold at location"

To start a return or exchange, visit our self-service returns portal and enter your order number along with the email address used to place the order. From there, you can choose to request a refund or exchange your item.

START YOUR RETURN HERE: https://returns.purple-brand.com/

For international orders, please use our International Returns Portal to initiate your return or exchange.

INTERNATIONAL RETURNS HERE: https://portal.returngo.ai/?shop=purple-usa.myshopify.com

Regular-priced items may be returned within 14 days of delivery for a full refund, provided they are unworn, unwashed, and in new condition with all original tags and/or packaging attached. Please note that original shipping fees are non-refundable.

Items purchased at a discounted price (40% or more) are Final Sale and may not be returned or exchanged. Underwear is final sale due to hygienic reasons. Please note original shipping fees are non-refundable. 

Purchases made in store can only be returned to our retail stores and cannot be returned/exchanged through our online store. Items purchased online are not able to return in store at this time. 

If your order does not fit or you would like to exchange for a different style, you can create an exchange through our Self Service Return Portal.

Returns Portal: returns.purple-brand.com

Your exchange order will be created once your original order has been received at our warehouse and has gone through our return processing. This means that creating an exchange in the portal will not hold inventory for you – please send your return back as soon as possible to avoid your exchange order being out of stock.

If your exchange is out of stock by the time your return is processed, you will be refunded in full for the item. You will receive an out of stock notification and an automated email letting you know you have been refunded.

All items purchased at a discount of a certain percentage or higher are considered final sale and cannot be returned or exchanged. These items are reduced to make room for new inventory, and it's important for customers to note this during the purchasing process as they are marked as Final Sale on the product pages and the shopping cart. We appreciate your understanding and are here to assist you in other ways if needed.

Once a return is received at our warehouse, we process the return and issue a refund, which can take a few days. 

At the moment, in-store credit is not available; however, a refund will be processed, and you will be notified via email once the process is complete.

Once our warehouse receives your return, it will be processed and inspected by our warehouse team to ensure the item was returned in original condition. This can take up to 10 business days. Once processed, you will be refunded to your original method of payment. You cannot be refunded to a different form of payment.

When your return is processed, you will receive an automated email letting you know that your order has been refunded. Your refund will show back into your account in 3-5 days from when it is processed (depending on your financial institution). When you submit a return, you will be refunded back to your original method of payment used on the order. We do not have the option to refund you to a different method of payment.

If you send a return that does not meet our return policy (damaged, worn, missing tags, etc.) then your return will not be accepted and we will send it back to you.

For any countries outside of the USA, please go to our International Returns page

We offer Express Pre-Paid Shipping Label – We have discounted return shipping that will be deducted from your return. You are provided a pre-paid DHL return label and the shipping cost is deducted from the total of your refund. 

At this time we are not able to offer exchanges on international orders. 

Regular-priced items may be returned within 14 days of delivery for a full refund, provided they are unworn, unwashed, and in new condition with all original tags and/or packaging attached. Please note that original shipping fees are non-refundable.

To start a return or exchange, visit our self-service returns portal and enter your order number along with the email address used to place the order. From there, you can choose to request a refund or exchange your item.

For international orders, please use our International Returns Portal to initiate your return or exchange.

Items purchased at a discounted price (40% or more) are Final Sale and may not be returned or exchanged. Underwear is final sale due to hygienic reasons. Please note original shipping fees are non-refundable. 

Purchases made in store can only be returned to our retail stores and cannot be returned/exchanged through our online store. Items purchased online are not able to return in store at this time. 

Purchases made in store can only be returned to our retail stores and cannot be returned/exchanged through our online store. Items purchased online are not able to return in store at this time. 

Items purchased in store can be returned for store credit within 14 days of purchase, unless the item is marked final sale. Items must be unworn and include all tags to be eligible for return. 

Sale items are final sale and may not be returned or exchanged. All underwear is final sale for hygienic reasons. 

Orders can be cancelled by our third-party security system for several reasons, such as mismatched billing information or use of a VPN. When an order is cancelled, the transaction is voided and refunds can take up to a few days, depending on your bank's processing time. If you wish to place a new order, we recommend verifying that all your information is accurate and matches your billing details. We can also provide further instructions if you want your order reviewed for security purposes.

We are not able to cancel or change orders after they have been placed. Our warehouse processes and packs orders as quickly as they can so our customers receive their orders as soon as possible. This means we are not able to make any changes or cancellations to orders after they are placed. This includes changing address information, changing products within an order, changing shipping methods, or cancelling an order that has been placed. 

At Purple Brand, we continually update and modify our designs, which can result in variations in tags and other features. Rest assured, even with these differences, the products remain authentic. If you are not satisfied with your purchase, you are welcome to return the item as per our return policy.

Unfortunately, replacement hang tags are not available separately for our jeans. Each pair of jeans comes with one hang tag included.

All jeans sold on Purple-Brand.com come with both the front hang tag and the back wash tag. For more info on our hangtags, click here.

If you receive a package without the correct items, we encourage you to provide photos of the package received, your order number, and details of the missing items. Contact our customer service team with this information so we can investigate and resolve the issue promptly.

To care for your Purple Brand jeans, machine wash them separately in cold water, turned inside out, using a gentle cycle and mild detergent. Make note if there are any tags advising that this style may bleed due to the dyeing process. After washing, hang them to dry—avoid tumble drying.

Do not bleach, iron, and avoid dry cleaning if stated on the care tag, as these methods can damage the specialty finishes on certain styles. We recommend not steaming or ironing to preserve the 3D wrinkle effect. 

Prior to any washing, remove hang tag and back pocket tag.  

Following these instructions will help maintain the color and quality of your Purple Brand jeans for longer wear.

To apply a promo or discount code:

• Proceed to checkout and enter your code in the ['Discount Code'] field.

• Click ['Apply'] to see your new total before finalizing your order.

• Only one code can be used per order.

If you’re having trouble entering your promo code, please try clearing the cache on your web browser or trying on a different device.

Discount codes are only eligible on regular-priced items and cannot be combined with sale items.

If you are interested in becoming a wholesaler with Purple Brand, please send your inquiries via email to [email protected]. Provide detailed information about your business and your wholesale interest. Due to the volume of requests we receive, we will only contact you if your request is accepted.

Purchases made at Purple Brand Retail Locations may be returned for store credit within 14 days of the original purchase, unless the item is final sale. All items must be in original, unworn condition with the original tags attached. Final sale items are not eligible for return.

A valid receipt is required for all returns. Approved returns will be issued as store credit, which must be used at the same Purple Brand location as the original purchase. 

When redeeming store credit, the email address or phone number associated with the return is required. Valid ID may also be requested at the time of redemption. Purchases made without an associated email or phone number will be exchange only and not eligible for store credit.