Return & Refund Policy

We want you to love everything you order from Chic Llama. If something isn’t quite right, review our policy below and we’ll do our best to make it right.

1. Items Not Eligible for Return

Personalized products—any item printed or engraved with customer‑supplied images, artwork, names, logos, or custom text—are final sale and cannot be returned or exchanged.

Why? Custom pieces are made exclusively for you and cannot be resold.

2. Items Eligible for Return

All non‑personalized merchandise may be returned within 30 days of the delivery date, provided:

• The item is unused, unwashed, and in its original packaging.
• The item is not damaged, altered, or broken due to customer mishandling.
• Proof of purchase (order number or receipt) is provided.

Products showing signs of wear, misuse, or damage caused after delivery are not eligible for a refund.

3. How to Initiate a Return

1. Contact Us – Email info@chicllama.com or use our return portal with your order number.
2. Receive RMA – We’ll reply within 1 business day with a Return Merchandise Authorization number and shipping instructions.
3. Ship the Item – Send the package back within 7 days of receiving your RMA.
   • You are responsible for return shipping costs.
   • We recommend a trackable service; Chic Llama is not liable for packages lost in transit.

4. Refunds

• Once your return arrives and passes inspection, we process your refund to the original payment method within 5–7 business days.
• Original shipping charges are non‑refundable.
• You will receive an email confirmation once the refund is issued.

5. Exchanges

If you need a different size or color of an eligible item, follow the return process above and place a new order at your convenience.

6. Damaged or Incorrect Items

Received a wrong or defective item? Contact us within 7 days of delivery with photos, and we’ll replace it at no cost to you.

7. Questions?

Email info@chicllama.com and our support team will respond within 24 hours (Mon–Fri).

Frequently Asked Questions

Can I return personalized items?

No. Personalized products are final sale and cannot be returned or exchanged. How long do I have to return my item?

You have 30 days from the delivery date to initiate a return for non‑personalized merchandise. Do I have to pay for return shipping?

Yes. Customers are responsible for return shipping costs. We recommend a trackable service. How do I start a return?

Email info@chicllama.com or use our online return portal with your order number to receive an RMA and instructions. When will I get my refund?

After we receive and inspect your return, refunds are issued within 5–7 business days to your original payment method.