Can I change contents within my order?

If you would like to cancel or amend an order, please contact our customer service team via email at info@theuntoldchapter.com at your earliest convenience. Depending on when the order is placed, we may or may not be able to change or cancel orders. 

What forms of payment do you accept?

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

Will tax be applied?

Prices displayed on the website are exclusive of import/duty taxes. When you proceed to purchase your order, sales tax and customs duty (where applicable) will be calculated on the total merchandise value, and displayed in checkout. 

Do you offer exchanges?

If you wish to exchange an item, you can return your original order and once received we will issue you with a credit note to re-purchase in your new chosen size. Please note that this is subject to stock availability.

Do you accept returns of sale pieces?

When an item is final sale, we do allow returns for store credit. 

Do you collect a full deposit for preorder?

For pre-orders, we collect 100% of payment upon checkout.

How can I check the status of my order?

After placing an order, you will receive an order confirmation with your order number. When your order ships out, you will receive a tracking number via email. Altenatively, if you created an account at checkout, you can login and check your order status HERE.

How do I redeem a promotional code? 

Discount codes should be applied at the checkout. Please note we cannot apply any discount code after an order has been placed. Discount codes do not work on sale products.

Do you offer a first-time shopper discount code?

Yes, we do. Please click HERE to sign up for a first-time customer discount code.

Do I need to set up an account to place an order?

No, you do not need an account. We accept orders as a guest or as a logged in customer. 

I haven't received my order what should I do?

Typically orders take anywhere from 1-3 business days to ship out from our warehouse and depending on your shipping location it could be longer to reach you. If you have tracked your parcel via the tracking link sent to you via email but still cannot locate it, please contact our customer service team at info@theuntoldchapter.com

Do you offer international sizing?

All our sizing is based on US sizing. All measurements are listed on each product, and you can also view our full-size guide HERE.

What is ‘Pre-Order’ and when will a pre-order item ship?

Pre-Order is an item that is in high demand and due to be restocked. To avoid disappointment, we add some items as a pre-order so you can ensure you secure this before it sells out again.

The shipping date from The Untold Chapter for pre-orders will be listed on the product description and you will receive an email with shipping details and tracking once it has been dispatched.

How do I purchase a gift card?

You can purchase a gift card by clicking on GIFT CARDS under our main menu. Please note, that gift cards must be forwarded via email from the purchaser to the desired recipient. Gift cards can be used online only. 

What do I do if I received damaged merchandise?

If you were shipped damaged merchandise, please reach out to customer service at info@theuntoldchapter.com. Please attach a photograph of the damage in your email in order to expedite the return.

 

SHIPPING FAQ’S

Can I change my shipping address?

Depending on the stage of your order, our customer service team can help change your shipping address. Please contact us at info@theuntoldchapter.com

 

After placing an order, can I expedite my shipping method?

Depending on the stage of your order our customer service team can help change your shipping method. Please contact us at info@theuntoldchapter.com.

 

How long will it take to receive my order?

Depending on your location / country of shipping will depend on the time it will take to reach you.

All shipping times per country can be found in our shipping policy HERE.

 

Do you ship internationally?

Yes, we ship worldwide. From our Canada Head Office, we ship all orders.

 

How much duties and taxes will I have to pay?

For all currencies other than CAD, customers will be prompted to pay duties and taxes either at checkout or prior to the order being delivered by the courier.

Taxes for USD and AUD will be collected at checkout where applicable. For all other currencies, you may be asked to pay additional import VAT and Duties upon delivery of your order in your country.

Please note, import VAT & Duty charges are out of our control, we cannot be responsible for these charges and if shipments are rejected due to customers not paying the charges when prompted, the costs for returning to Second Summer will be customers responsibility.

 

How much are shipping costs?

All orders over $150 have free shipping in Canada.

Canada Orders under $150 will be charged $9.00 for a standard service shipping via Canada Post or Chit Chats.

Rest of the world shipping is calculated at checkout based on your location.

 

 

RETURNS FAQ’S

How can I request a return?

Items must be returned within 14 days of purchase. They should be unused, unwashed, and in their original condition with tags attached.
Note: Final sale items, accessories, and undergarments are non-refundable.

Process:

1. Start your return by emailing us at info@theuntoldchapter.com with your order number and reason for return.
2. Once approved, you’ll receive a prepaid return label (for eligible orders) to ship the item back.
3. Refunds will be processed to your original payment method within 7–10 business days after we receive the return.

 

Please note that there will be a $5.00 restocking fee applied to all returns.

For International orders; we do not offer free returns. 

 

Do you offer exchange?

Love the piece but need a different size or color? At this time we don’t offer exchanges, however you do have the option to receive a store credit when returning an item which can then be used to re-purchase the item you are wanting to exchange for.

 

When can I expect to receive my refund?

Returns can take up to 7 business days after delivery for our e-commerce warehouse to process. Once your return is received at our warehouse, you will be refunded within 7 days of delivery. You will receive an email confirmation once the refund is processed.

Depending on your bank, it could take 5-10 days to show in your account. Refunds are processed back to the original payment method.

 

Can I return an item that was on pre-order?

Normal return policy applies for all pre-orders.

 

Damaged or Defective Items?

If your item arrived damaged or defective, please contact us within 7 days of receipt with photos. We’ll make it right.

STOCK FAQ’S

Do you have a size guide?

The specific size guide for each product can be found on the product page. 

For a more detailed size guide with measurements, please click here.

 

What if an item is out of stock?

If an item is out of stock, you can enter your email in the ‘notify me when back in stock’ option. As soon as the item is restocked, you will receive an email notification.