If you are unhappy with your purchase, please let us know so can take care of you!
To initiate a return, please email orders@btgauburn.com with your name and order number. We will then email you your free return label!
Before you make your return please keep in mind of these restrictions below:
• All items must be returned to us in the condition they were received.
• Returns must be received by Behind the Glass within 30 days of delivery/pick up date, along with the completed return form in your package.
• We only offer a full refund back to your account. We do not offer store credit!
• All Sale items, Sale promotion items, and Swimsuits are FINAL SALE and cannot be returned.
Once our department receives your return, please allow 1-2 business days for processing. You will receive an email notifying you that your return was completed.
Customers can also return online items at our Downtown Auburn storefront. Those returns will be processed within 24 hours of drop-off time. Please note that online merchandise cannot be processed as an in-store credit or exchanged with Behind the Glass store merchandise.
*Please send returns to:
Behind the Glass Online
Attn: Web Dept.
168 E. Magnolia Avenue
Auburn, AL 36830
EXCHANGES:
Currently, we do not accept any exchanges due to the constant change of inventory in our department. We recommend that if the item is still available of your preferred style, size and/or color then you may return the original order within our return policy window for a refund and place a new order.
DAMAGED ITEMS:
If you received a damaged/defective item from us, please email orders@btgauburn.com immediately. Please include a proof of the damage and your order number in the email.
MISSING OR INCORRECT ORDERS:
We do our best to process all orders correctly before shipping them out however, we can still make some mistakes along the way! If you receive an incorrect item or are missing an item from your order, please let us know as soon as possible by emailing orders@btgauburn.com with your order number and the name of the item that is incorrect. We will then send you a prepaid return label via email to ship back the incorrect item. Please ship the incorrect item as soon as possible so we can ship the correct item.
If you have any questions or concerns, feel free to contact us at orders@btgauburn.com or call us at 334-826-1133 ex. 2. Thanks for your business!
HOURS:
Location Hours: Monday – Saturday 11:00 A.M. – 6:00 P.M, Sunday 12:00 P.M. – 4:00 P.M.
Web Hours: Monday – Friday 8:00 A.M. – 4:00 P.M.
