Returns and Exchanges
We take great care in ensuring the quality of our products and your satisfaction is our top priority. We utilise a made-to-order model. This means that we don't carry any inventory and we actually work with production partners to produce our inventory as needed. So, as our customers place orders with us, we place orders with our suppliers who then produce the items for them. We do this to keep our costs low and our quality high.
With that said, we want to offer a quality guarantee for you. You can expect to receive any item you order from us quickly and without defect. But don’t worry – if something’s wrong with your order, we’re here to make it right!
Since each item is custom-made to order through our print-on-demand supplier, we can only offer refunds or exchanges if the item is faulty or damaged upon arrival.
Eligibility for Refunds or Exchanges
We only accept returns or exchanges in the following circumstances:
- Faulty Product: If the item you received is defective due to a manufacturing error (e.g., misprints, incorrect size, or faulty stitching).
- Damaged Product: If the item arrives damaged as a result of shipping.
Unfortunately, we cannot offer refunds or exchanges for any of the following:
- Change of Mind: Since each product is made to order, we do not accept returns for personal preferences, such as changing your mind after purchase.
- Incorrect Size Orders: Please ensure that you carefully check the size guide before ordering, as we cannot offer exchanges or refunds for incorrect sizing unless the wrong size was shipped.
- Color Variations: Slight colour differences between the digital display and the actual product are normal and will not qualify for refunds or exchanges.
How to Request a Return or Exchange
If you believe your item is faulty or damaged, please follow these steps:
- Contact Us: Send an email to info@chapelsong.com within 14 days of receiving your order. Please include your order number, a description of the issue, and clear photos of the faulty or damaged product.
- Review Process: Once we receive your request, we will review it and confirm whether the item qualifies for a return or exchange.
- Next Steps: If approved, we will either:
- Arrange for a replacement item to be sent at no extra cost.
- Process a full refund to your original payment method.
Processing Times
- Refunds typically take 5-10 business days to process once approved.
- Replacements will be shipped as soon as the faulty item is verified.
Shipping Costs
- You will not be responsible for any return shipping costs if the item is faulty or damaged. You are welcome to keep the item!
- If a replacement is necessary, we will cover all costs associated with shipping the new item to you.
We are committed to delivering high-quality products and will work to resolve any issues as quickly as possible. If you have any further questions, feel free to reach out to us at info@chapelsong.com.
Thank you for your support!