RETURNS AND REFUND POLICY

Thank you for shopping with Certain Chance Creative! We take great pride in creating your next piece. We want you to be completely happy with your purchase, but because some of our items are made-to-order, or are very carefully sourced and curated making them very limited in stock, our refund and return policy is a bit different.

Returns Policy:

  • Custom Items:
    • Due to the personalised nature of our custom clothing, returns are not accepted unless the item is defective or incorrect upon arrival.
    • Please double-check all customisations (sizes, designs, text, etc.) when placing your order. If you notice an error with your order after purchase, please contact us immediately, and we will do our best to address the issue.
  • Ready-to-Wear Items:
    • If you purchased non-customised clothing, we offer a 7 day return window from the date you receive your order. Items must be unused, in original condition, and with all tags intact.
    • Sale and promotional items are final sale and cannot be returned.

How to Return:

  1. If you're eligible for a return (ready-to-wear items or defective custom items), please contact us at certainchancecreative.com or through our contact page with your order number and details of the issue.
  2. For defective or damaged items, please send us photos within 7 days of receiving your order.
  3. We will guide you through the return process and provide a return address (for eligible items).
  4. You will be responsible for the shipping cost unless the return is due to an error on our part (defective or incorrect items).

Refund Policy:

  • Eligible Returns: Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
  • Refunds: If your return is approved, a refund will be processed to your original payment method. Please allow 7-14 business days for the refund to be reflected in your account.
  • Custom Items: Unfortunately, due to the nature of customised clothing, refunds are not provided unless the item is defective or incorrect. We want to ensure you’re happy with your custom design, so please reach out if there’s a concern with your order.

Exchanges:

  • Defective Items: If your custom or non-custom item is defective or incorrect (e.g., wrong size, incorrect design), we will offer an exchange or full refund. Contact us within 7 days to initiate an exchange.
  • Size Issues: Our items are based on standard sizing. Please reach out through email or instagram if you would like to know more about the fit of an item before you purchase.

Shipping Costs:

  • Non-refundable: Shipping costs are non-refundable, and customers are responsible for return shipping unless the return is due to our mistake (e.g., defective or incorrect items).
  • Exchanges: If you are exchanging a defective or incorrect item, we will cover the cost of return shipping and the shipment of the replacement.

Contact Information: For any questions or concerns regarding our Refund and Returns Policy, feel free to contact us through our website or instagram.

Shipping and Delivery Policy

  1. Responsibility for Delivery
    While we strive to ensure timely delivery of all orders, Certain Chance Creative is not responsible for any missing, delayed, or undelivered packages once they have been dispatched to the shipping carrier. The delivery of your package is solely the responsibility of the third-party carrier, and we cannot guarantee or control delivery times or conditions.

  2. No Refunds for Shipping Issues
    We do not offer refunds for any packages that are lost, stolen, delayed, or undelivered after they leave our hands. Once an order has been handed over to the carrier, it is considered the responsibility of the carrier to ensure delivery. Customers are encouraged to track their packages and contact the carrier directly in case of any issues.

  3. Tracking Information
    Upon shipment of your order, we will provide tracking information, if available, which you can use to track the status of your delivery. We recommend monitoring the tracking status regularly to avoid missed deliveries or to resolve any potential issues with the shipping carrier.

  4. Incorrect Shipping Details
    It is the responsibility of the customer to provide accurate and complete shipping information. If a package is undeliverable due to incorrect or incomplete address details, no refunds will be provided.

Love P & E xoxo