Refund policy

Last updated: 16 October 2026

We want you to be happy with your order. This policy explains our 30-day returns offer and your legal rights as a consumer. Our returns offer is in addition to your legal rights and does not affect them.

1. Our 30-day returns offer

If you change your mind, you can return eligible items within 30 days of delivery.

  • Items should be returned in their original condition, with tags attached, so that they can be resold. You are welcome to try items on as you would in a shop.
  • Please contact us before sending a return so that we can confirm the return address and help your return arrive safely (see "How to return an item" below).
  • You are responsible for the cost of returning items you have changed your mind about. We recommend using a tracked service and keeping proof of postage.
  • We do not charge a restocking fee.
  • We do not offer exchanges. If you would like a different size or style, please return the original item for a refund and place a new order.

2. Your legal right to cancel (14 days)

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days, starting the day after you receive your goods, without giving any reason.

  • To cancel, tell us clearly that you wish to cancel, for example by email to support@chapterfashion.shop. You may use the model cancellation form below, but you do not have to.
  • You must then send the goods back within 14 days of telling us you are cancelling.
  • You may handle and try on items as you would in a shop. If an item has been handled more than is necessary to establish its nature, characteristics and fit, for example if it has been worn, washed or damaged, we may reduce your refund to reflect the loss in value.
  • You are responsible for the direct cost of returning the goods.

3. Faulty, damaged or incorrect items

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If an item is faulty, damaged or not as described:

  • Within 30 days of delivery you can reject it for a full refund.
  • After 30 days (or if you prefer), you are entitled to a repair or replacement. If that is not possible, or does not fix the problem, you may be entitled to a price reduction or refund.
  • We will cover the reasonable cost of returning faulty, damaged or incorrect items.

Please contact us with your order number and, if possible, a photo of the problem, and we will tell you what happens next. The 30-day returns offer and "no exchanges" rule above do not limit these rights.

4. How to return an item

  1. Email support@chapterfashion.shop with your order number and the item(s) you are returning.
  2. We will reply during customer care hours to confirm the return address and any instructions.
  3. Pack the item securely and send it using a tracked service. Keep your proof of postage.

Contacting us first helps us process your return quickly. It is not a condition of your legal right to cancel.

Returns address: Chapter Fashion, 27 Old St, London EC1V 9HL, United Kingdom.

5. Refunds

  • Refunds are made to your original payment method.
  • We aim to process your refund within 10 business days of receiving and checking your return. In every case we will refund you no later than 14 days after we receive the item back, or after you give us evidence that you have sent it back, if that is earlier.
  • For cancellations and faulty items, your refund includes the original standard delivery charge, if you paid one.
  • Once processed, your bank or card provider may take a few further days to show the refund.

Model cancellation form

(Complete and return this form only if you wish to cancel the contract.)

To: Chapter Fashion, 27 Old St, London EC1V 9HL, United Kingdom. Email: support@chapterfashion.shop
I hereby give notice that I cancel my contract of sale of the following goods: [item(s)]
Ordered on / received on: [date(s)]
Order number: [number]
Name: [name]
Address: [address]
Date: [date]

Contact us

Email: support@chapterfashion.shop · Telephone: +44 7460 612252
Monday to Friday, 9am–5pm UK time

Chapter Fashion is the trading name of Sophie Bennett, a sole trader based in the United Kingdom.