Refund policy
Returns & Exchanges
We want you to be happy with what you ordered. If something is not quite right, we are glad to help.
You have 14 days from delivery or pickup to start a return. To qualify, your item should be:
- Unused and unworn
- In its original, unopened packaging, with tags and protective film intact
- Accompanied by your order number and name
Our team makes the final assessment of whether an item qualifies. We aim to be fair in every case.
Customers in the European Union and the United Kingdom have additional statutory rights, set out at the end of this policy.
Order Cancellations
Once your order is placed we are generally unable to cancel it, as we begin preparing and packing orders quickly in order to get them to you promptly. Please review your cart, shipping address and items carefully before completing your purchase.
If something is not right after your order ships, you are welcome to start a return once it arrives, subject to the conditions above.
Customers in the European Union and the United Kingdom have a statutory right to cancel, described below.
What Items Cannot be Returned
The following are final sale:
- Sale and clearance items
- Custom or personalised pieces
- Items that have been opened or used
- Pens, pencils and brush pens. Once a fountain pen has been inked it cannot be returned, though please contact us if you believe there is a defect
- Gift cards
These exclusions do not limit the statutory rights of customers in the European Union or the United Kingdom.
How to Start a Return
- Email us at support@chaptertwogoods.com with your order number and the reason for your return.
- Wait for confirmation. We will confirm that your return is approved before you send anything back.
- Pack and send. Returns valued over $75 should be sent with tracking or insurance.
Shipping costs. Original shipping charges are non-refundable, and return postage is the customer's responsibility unless the error was ours. If you would prefer, we can provide a prepaid label and deduct the cost from your refund.
Getting Refunds
Once your return arrives we will inspect it and email you an update. Approved refunds are issued to your original payment method within 3 to 7 business days.
Exchanges
We offer direct exchanges for damaged or defective items. If you would prefer something different, please contact us and we will help you find the right piece.
Items Arrived Damaged or Wrong
We are sorry if this happens. Please email support@chaptertwogoods.com within 7 days of delivery with your order number and a photograph of the issue. We will cover the shipping and arrange either a replacement or a full refund promptly.
International Returns
Our 14 day return window applies to international orders, with the following practical notes.
Please contact us before returning an item from outside the United States. International postage can exceed the value of the item itself, and we are glad to advise on the most sensible approach before you incur any cost.
Return postage is the customer's responsibility, and original shipping charges are non-refundable, except where required by law in your country.
Import duties and taxes collected at checkout may be recoverable in some countries. Where a refund of these amounts is available, we will assist you in requesting it, though the decision rests with your local customs authority.
Customers in the European Union and the United Kingdom
If you are shopping from an EU member state or the United Kingdom, you have a statutory right to cancel your order. These rights apply in addition to, and take precedence over, the terms above.
Your right to cancel. You may cancel your order for any reason, without giving a reason, from the moment you place it until 14 days after the day you receive it. You then have a further 14 days to send the goods back to us.
How to cancel. Email us at support@chaptertwogoods.com with your order number and a statement that you wish to cancel. We will confirm receipt of your request by email.
What we refund. We will refund the price you paid for the goods together with the standard delivery cost you originally paid. If you selected an upgraded delivery option, we refund the standard rate rather than the enhanced one.
When we refund. Within 14 days of receiving the goods back, or of receiving proof that you have sent them, whichever is sooner.
Condition of goods. You are welcome to examine the goods as you would in a shop. If they have been handled beyond what is necessary to establish their nature and characteristics, we may reduce your refund to reflect any loss in value.
Return postage. Return postage is customer's responsibility.
Exceptions. The statutory right to cancel does not apply to custom or personalised items, to sealed goods that are unsuitable for return on health or hygiene grounds once unsealed, or to gift cards.
Returning a Gift
If an order was shipped directly to you and marked as a gift, you will receive store credit once the return is processed.
If the order was not marked as a gift, or was shipped to the purchaser first, the refund will be issued to the original payment method.
Where to Send Returns
Return Department, ChapterTwo Goods
4504 Patricia Cir, Cypress, CA 90630
If you have any questions, we are always glad to help at support@chaptertwogoods.com