Login

Country

Cart

Your cart is empty

Refund policy

Returns & Refunds

At The Untold Chapter, we want you to love your pieces. If for any reason you are not happy with your purchase, you may return your order for a full refund within 10 days of receiving it.

How to Initiate a Return:
Please initiate your return via your account on our website to process it. All Canada returns can be processed via Canada Post or the Chit Chat Tracked 48 Return Portal.

The return parcel must be received in our warehouse within 10 business days from the date of return authorization for all refunds.

Return Criteria:
To be eligible for a refund, items must:

  • Be unworn and in original condition.

  • Have all return tags attached as originally provided.

  • Have branding tags attached.

  • Be in original packaging.

Items that do not meet these criteria will not be processed and will be returned to the sender.

Refunds:


Once your return shipment is received and approved, you will receive a confirmation of your refund within 5–10 business days. Please note that it may take an additional 5–10 business days for the refund to appear on your bank statement.
A $25 deduction will apply for the return shipping label, and all returns will be shipped using standard shipping.

Exchanges:


We do not offer exchanges at this time. Please return any item you do not want for a full refund and place a new order at your convenience.

Need Assistance?
If you have any questions or need help with your return:

Final Sale

All sale products are Final Sale and not eligible for a refund or exchange. When an item is Final Sale, we do not allow returns unless the item is received damaged.

Repeated Returns

We do track the number of returns made by customers. If we notice frequent or repeated returns, we may flag your account. In such instances, we reserve the right to decline future orders or issue refunds via gift card as opposed to the original payment method.

US & International Returns

At this time, we don't have a return policy for US & international purchases. All US & international sales are final. 

Return Address

TheUntoldChapter.com

1180 Homer Street, Unit 504
Vancouver, Canada, V6B2X6
ATTN: Returns

FAULTY ITEMS

If your item is faulty, please raise the issue with our customer service team by emailing info@theuntoldchapter.com with the details and images of the fault. We will issue a returns label and arrange a courier collection of the faulty item.

Where possible we will try and send a replacement item but this depends on availability, if the item is unavailable we will issue a full refund.

REFUSED SHIPMENTS 

If you place an order and refuse the shipment for any reason including due to any additional import vat/duty charges you will be responsible for any charges associated with the shipping of the shipment plus any additional charges incurred for the shipment being returned to The Untold Chapter. These charges will be deducted from you final refund.