CUSTOMER CARE

Tibi.com or by contacting our Customer Care team.

We accept all major credit cards, Apple Pay & PayPal.

Please reference our Size Chart to find the right size for you or for personal assistance, contact our Customer Care team by email or live chat.

For questions regarding shipping, please see our Shipping & Returns policy.

Please contact Customer Care to edit or cancel your order. Customer Care cannot edit the product, size or quantity on the order after placed, but may be able to assist with other needs. Should you need to cancel your order, please contact Customer Care immediately. Once an order has left our facility, orders cannot be cancelled.

Pre-orders can be cancelled free of charge, before they are shipped, by clicking the link in your confirmation email or by emailing us at customercare@tibi.com.

To learn about our return policy, visit our Shipping & Returns page. To start a domestic or international return, visit tibi.loopreturns.com. If you cannot proceed with your return systematically, please reach out to customercare@tibi.com.

In-store purchases must be returned to a physical retail location. Please inquire with the boutique in which your order was placed to initiate a store return.

You can exchange or return your Tibi.com order in-store at one of our boutiques.

You can exchange items for those of a different value, with any price difference either refunded or charged accordingly. Plus, enjoy the convenience of Instant Exchanges—receive your exchange order right away with a temporary credit card hold. Exchanges are accepted within 14 days of your order delivery.

All returns must be unused, unworn, unwashed, and unaltered, with all original tags, packaging, and any accompanying items (belts, shoe boxes, etc.) still attached and undamaged. Footwear must show no visible wear on the soles. Items used for photography, social media, or any commercial purpose are not eligible for return. Tibi reserves the right to deny returns that do not meet these conditions, in which case the item will be shipped back to you. A $12 processing and handling fee will be deducted from all domestic returns. Please see our full return policy for complete details.

If a return, exchange, or price adjustment request is denied because it does not meet the criteria set forth in this policy, such denial does not constitute grounds for a payment dispute or chargeback. If you believe your request was denied incorrectly or you have additional information to share, please reply to your Customer Care email thread or contact us at customercare@tibi.com and ask for a supervisory review. We are committed to resolving issues fairly and will review your case. Filing a chargeback does not reverse a policy-based decision and may result in restrictions on future orders with Tibi.

We’re here to help. Please reach out to customercare@tibi.com before contacting your bank or initiating a payment dispute. Our team is available Monday–Friday, 9AM–5PM ET and typically responds within 24 business hours. Please allow additional time during high-volume periods, such as sale and collection launches.

If your tracking shows a delivered status but you have not received your package, please contact us at customercare@tibi.com within 5 business days of the delivery date. Include your order number and delivery address, and we will open a carrier investigation on your behalf. Please note that investigations typically take 8–10 business days to resolve. Please note that resolution times may be extended during high-volume periods. Tibi is not responsible for packages confirmed as delivered by the carrier, but we will do everything we can to assist with the claim process.

If you believe an unauthorized order was placed using your payment information, please contact customercare@tibi.com immediately with your name, email address, and the charge amount. We will investigate promptly and take appropriate action. If you did not create a Tibi account, it’s also possible that a family member or household member placed the order - please check before contacting your bank, as this can typically be resolved quickly directly with us. Please also review our Phishing Notice for information on fraudulent websites impersonating Tibi.

Tibi has published an Important Phishing Notice outlining how to identify fraudulent websites and protect yourself from scams.

No. All items marked as sale or outlet are final sale and cannot be returned, exchanged, or refunded. This includes all items in our Sale and Outlet collections, as well as all jewelry and bodysuits site-wide regardless of price. If you have questions about a specific item before purchasing, please contact customercare@tibi.com - we’re happy to assist with sizing or styling questions before your order is placed.

We offer price adjustments in the form of refunds on products that have been reduced within 7 days of purchase. The item must still be available for purchase. If you purchase items that were marked down with a promotional code it is not eligible for a price adjustment.

You will be able to use store credit on both full price and marked down items on Tibi.com. You cannot use store credit in combination with other discounts or promotions that are applied at checkout.

Submit a “Forgot Your Password” form upon login and a temporary password will be emailed to the email associated to your account.

If an item is sold out in your size, you can be notified via email if the item comes back in stock. Select your color and size, click “Notify Me When Available” and enter your email address. This doesn't guarantee an item will return, but you will be notified as soon as it comes back.

It allows you to keep track of all of your favorites whether you're on your computer, phone, or tablet. To add an item to your Wishlist, click the star associated to a product and you will be prompted to create a Wishlist account. You can also share your Wishlist with friends and family.

Our team typically responds to all inquiries within 24 business hours. During collection launches, sale season, and other high-volume periods, response times may extend to 48 business hours. We appreciate your patience and will respond to every inquiry in the order it was received. For the fastest resolution, please include your order number in your initial message. To ensure the fastest response, please avoid sending multiple follow-ups on an open inquiry. Each reply creates a new timestamp in our system and may delay your response. We respond to all inquiries in the order they were originally received.