Shipping and return policies for Kortnee Simmons

Shipping Info

All orders are processed the same business day (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped.

Domestic Shipping Rates and Estimates
Shipping charges for your order will be calculated and displayed at checkout. We offer international shipping.

Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. CMPLX is not responsible for these charges if they are applied and are your responsibility as the customer.

How do I check the status of my order?
When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.

If you haven’t received your order within 10 days of receiving your shipping confirmation email, please contact us at orders@thelarkagency.com with your name and order number, and we will look into it for you.

Return Policy

Is there a deadline for returning something for a refund or exchange?
We will accept any unwashed/unworn merchandise items for return or exchange within 30 days of delivery (within 45 days of purchase for shipments outside of the United States). The postmark will determine the return date on the returned package.

Where should I send items I am returning or exchanging?
If you have not been provided with a postage pre-paid return label, your package should be addressed to:
CMPLX, Returns Department
P.O. Box 7333
Albany, NY 12224

I want to return or exchange something that was a gift, can I do that?
We accept returns on orders that were purchased as a gift. Please note that a refund or any financial adjustment made to the order will be applied to the original form of payment only. If you are not the purchaser, the refund will be issued in the form of a Gift Certificate. If you are not the original customer, please include their name and zip code to help expedite the process.

What is not refundable?
The following items or situations are not eligible for a refund or exchange: Wearable items that are washed or worn, masks, undergarments, open media, downloads, as well as perishable goods.

What form will my refund take?
All refunds will be credited to the original payment source. If the original payment source is unavailable we reserve the right to issue an electronic gift certificate and transmit it to the email address provided when the order was placed, or to issue a refund check to be mailed to the billing address provided on the order. Shipping and handling charges are non-refundable except in the case of a manufacturer's defect.

Who pays for postage?
If you are returning damaged or defective merchandise we will pay the cost of return shipping by supplying you with a postage-pre-paid return label. International returns cannot use the prepaid label. If you are returning an internationally shipped order, please include your shipping receipt. Please contact customer service for shipping reimbursement information based on your purchase. If we determine at our sole discretion that the merchandise you return is not eligible for return or exchange you authorize us to charge your original payment source the applicable return shipping charge.

Are there requirements for how my return/exchange needs to be shipped back to you?
For any returned merchandise valued in excess of $100.00, you must send the merchandise using a traceable and insured shipping method and include your receipt with your return for reimbursement. Please note, we only issue reimbursements if the return is due to an error on our part. If necessary, you may arrange with our customer service center for a call tag to be sent to you for use in shipping the package via United Parcel Service (UPS), with the cost to be deducted from your refund.

What if my return is lost in the mail?
We do not issue refunds for items not received by our returns department and recommend you use a traceable shipping method to ensure successful delivery.

Should you need further assistance, please call customer service at 917-210-2474 (U.S), or e-mail orders@thelarkagency.com. Customers outside of the US: Please use your region's international access code, followed by the number '1' (the country code for the U.S), and the phone number 917-210-2474.

(Example) If you're located in the United Kingdom and you need to call our U.S.-based customer care number you would dial 00-1-917-210-2474; or if from a mobile phone, +1-917-210-2474.