Return and Refund Policy

Please make sure to read our return policy carefully before placing an order. If you need any help, please contact us via our Contact page.

Because most of our products are custom-made and personalized on demand, our return and refund policy differs from standard retail policies. Please review the conditions below carefully.

CANCELLATION OF AN ORDER:
You may cancel your order or change your address details within 1 hour after purchase only. Since our products are produced on demand specifically for you, we are unable to accept cancellations after this window, as production begins shortly after your order is placed. Please email us as soon as possible with your request, and label the subject line: CANCEL MY ORDER, making sure to include your FULL NAME and ORDER NUMBER.

THE PRODUCT NEVER ARRIVED:
Our estimated shipping time is between 5–10 business days, not counting the production time of 2–4 business days. If your product has not arrived within 10 business days, please allow a little more time, as delays can occasionally occur. If your product has still not arrived after 10 business days, we will provide you with a 100% refund.

DAMAGED ON ARRIVAL:
If your product arrives damaged during shipping, please take clear photos and/or videos and send them to our customer support at support@chicloom.store within 48 hours of delivery. After verification, you will have two options: we will send you a replacement product, or provide a 100% refund.

DEFECTIVE MANUFACTURER:
If your product has a manufacturing defect (such as a printing error, faulty stitching, or incorrect design), please report it to us at support@chicloom.store within 48 hours of delivery, along with photos showing the issue. Please note: this policy does not cover damage caused by breakage, cracking, or chipping of fragile items (such as ceramic mugs) resulting from drops, mishandling, or normal wear after delivery — such damage is not eligible for replacement or refund.

CHANGE OF OPINION:
As our products are made to order and personalized specifically for each customer, we are unable to accept returns or refunds due to a change of mind, including incorrect size, color, or design selection made by the customer. Please review your order carefully — including size, color, and personalization details — before completing your purchase.

EXCHANGE:
Because our products are custom-produced for each individual order, we are unable to offer exchanges. If you have not yet received your order and wish to change any details, please cancel your order within 1 hour of purchase (see “Cancellation of an Order” above) and place a new order with the correct details.

WRONG PRODUCT:
If you received a product that does not match what you ordered, please report this to us at support@chicloom.store within 48 hours of delivery, along with photos of the item received. Once verified, we will provide you with a replacement or a 100% refund.

REFUND:
Approved refunds will be returned to the original payment method used for the purchase within 7–14 business days from the time the request is approved.

If you need any help, please contact us at: support@chicloom.store

Chic Loom
Support Hours: Mon – Sat: 9AM – 5PM EST