Refund policy
Chapter & Charm Return & Refund Policy
We want you to be happy with your Chapter & Charm purchase. Because we offer a combination of ready-to-ship merchandise, mystery bags, and products made or fulfilled by our production partners, return eligibility varies by product type.
Standard Merchandise
Eligible unused merchandise may be returned within 30 days of delivery. Items must be unused, unworn, and in the same condition in which they were received, with original packaging when applicable. Proof of purchase is required.
Please contact us before returning any merchandise. Items returned without prior authorization may not be accepted.
Unless the item arrived damaged, defective, or incorrect, the customer is responsible for return shipping costs. Original shipping charges are non-refundable.
Mystery Bags
Because the contents of mystery bags are intentionally a surprise, mystery bags are final sale and cannot be returned or exchanged because of item selection, color, style, or personal preference.
If an item inside a mystery bag arrives damaged or defective, or an incorrect item was included, please contact us within 7 days of delivery so we can review the issue.
Print-on-Demand, Personalized & Made-to-Order Products
Products that are custom-made, personalized, or produced specifically after an order is placed are generally final sale and are not eligible for returns or exchanges due to size, color, design preference, or change of mind.
If your item arrives damaged, defective, misprinted, or incorrect, please contact us within 7 days of delivery and include clear photos of the item and packaging when possible. We will work with the appropriate production or fulfillment partner to resolve the issue.
Damaged, Defective or Incorrect Orders
Please inspect your order when it arrives. If an item is damaged, defective, or incorrect, contact us within 7 days of delivery. Photos may be requested so we can evaluate the problem and determine the appropriate replacement, refund, or other resolution.
Exchanges
We do not offer direct exchanges. For eligible standard merchandise, please contact us about a return and place a new order for the desired item once the return is approved.
Local Pickup Orders
Orders picked up locally are subject to the same return and final-sale conditions listed above. Please inspect your order promptly after pickup and contact us within 7 days regarding damaged, defective, or incorrect merchandise.
Refunds
Once an eligible return is received and inspected, we will notify you whether the refund has been approved. Approved refunds will be issued to the original payment method. Processing times may vary depending on your bank or payment provider.
Cancellations
Please contact us as soon as possible if you need to cancel an order. We cannot guarantee cancellation once an order has entered processing, production, or fulfillment.
Contact Us
Please contact Chapter & Charm with return or refund questions using the contact information provided on our website.
This policy does not limit any rights you may have under applicable consumer protection laws.