Frequently Asked Questions
Ordering and payment
How do I place an order?
Choose your size, add the item to your cart and go to checkout. You will receive an order confirmation email once your order is placed.
Which payment methods do you accept?
Major debit and credit cards and PayPal. See Payment methods for the full list.
Are your prices in pounds and do they include VAT?
Yes. All prices are in pounds sterling and include VAT where applicable.
Delivery
How much is delivery?
Standard delivery is free to eligible UK postcodes.
How long will my order take?
Orders are usually processed within 2–3 business days and then typically arrive within 4–7 business days, so most orders arrive within 6–10 business days. Orders placed after 3pm UK time, at a weekend or on a bank holiday are processed from the next business day.
Do you deliver everywhere in the UK?
We currently cannot deliver to Northern Ireland, the Scottish Highlands and islands, the Isle of Wight, the Isles of Scilly, the Isle of Man or the Channel Islands. We do not deliver outside the UK.
How can I track my order?
See Track your order.
Sizing
What sizes do you use?
UK sizes. The sizes available are shown on each product page.
How do I choose my size?
Read the product description and our Size guide. If you are still unsure, contact us before ordering.
Changes and cancellations
Can I cancel my order?
Contact us within 24 hours of ordering and we will try to cancel it before dispatch. After delivery, you can still cancel within 14 days and return the item. See our Order cancellation policy.
Can I change my order after placing it?
Please contact us as soon as possible. If your order has not yet been dispatched we will do our best to help.
Returns and refunds
What is your returns policy?
You can return eligible items within 30 days of delivery, in addition to your legal rights. See our Returns and refunds policy.
Do you offer exchanges?
We do not offer exchanges. Please return the item for a refund and place a new order. If an item is faulty, you are entitled to a repair, replacement or refund.
Who pays for return postage?
If you have changed your mind, you pay for return postage. If an item is faulty, damaged or incorrect, we cover the reasonable cost of returning it.
When will I receive my refund?
Refunds go back to your original payment method. We aim to process them within 10 business days of receiving your return, and always within 14 days of receiving it back or receiving proof that you sent it, whichever is sooner.
What if my item arrives faulty or damaged?
Please contact us with your order number and a photo of the problem, and we will put it right.
Contact
How can I contact you?
Email support@chapterfashion.shop or call +44 7460 612252, Monday to Friday, 9am–5pm UK time. You can also use our contact form.