Return Policy

Return & Refund Policy

Last updated: 11/29/2025

At ChicLlama we want you to be happy with your order. If something isn’t quite right, this page explains how returns, exchanges and refunds work.

1. Eligibility for Returns

You may request a return or exchange if:

• Your order was delivered within the last 30 days, and
• The item is in the same condition you received it (unused, unworn, and carefully stored), and
• All original components are included (backings, lids, straps, etc.).

If your item doesn’t meet these conditions, we may not be able to approve the return.

2. Items That Cannot Be Returned

To keep everything fair and hygienic, we cannot accept returns for:

• Final-sale or clearance items marked “Sale,” “Final Sale,” or similar
• Digital products or gift cards
• Custom or personalized orders (for example, pieces with names, initials, special phrases or custom layouts)
• Items that show signs of wear, misuse, or damage after delivery

If you’re unsure whether your item is returnable, please contact us before sending anything back.

3. How to Start a Return

To start a return or exchange:

1. Email us at info@chicllama.com with:
   • Your full name
   • Order number
   • The item(s) you’d like to return
   • A short description of the reason
2. We’ll reply with next steps and, if approved, the return address and reference details.
3. Carefully package the item to avoid damage in transit and ship it using a trackable service.

⚠️ Please do not send anything back without contacting us first. Unannounced returns may be refused or delayed.

4. Return Shipping Costs

• If you are returning an item because you changed your mind, ordered the wrong item, or no longer want it, you are responsible for return shipping costs.
• If we made a mistake (wrong item, wrong design, or a confirmed defect), we will cover or reimburse reasonable return shipping and/or send a replacement at our cost.

Shipping charges paid on the original order are non-refundable, except where required by law or in cases of error on our end.

5. Damaged, Defective or Incorrect Items

If your order arrives damaged, defective or incorrect, we definitely want to fix it.

Please contact us within 7 days of delivery and include:

• Your order number
• Photos of the item and packaging (if damaged in transit)
• A brief description of the issue

Once we review and confirm, we’ll offer one or more of the following:

• A replacement item
• A repair (if applicable)
• A full or partial refund

We may ask you to return the original item before we process the solution.

6. Exchanges

If you’d like to exchange for a different style or design:

1. Start a return request as described above and mention that you’re interested in an exchange.
2. Once the original item is received and approved, we’ll:
   • Ship out the new item, or
   • Provide store credit so you can choose something else.

If the new item has a different price, we’ll let you know about any additional charges or partial refunds before we finalize the exchange.

7. Processing Time & Refund Method

• Once your return arrives and is inspected, we typically process refunds within 5–7 business days.
• Refunds are issued to the original payment method (card, PayPal, etc.).
• Depending on your bank or payment provider, it may take a few additional days for the credit to show on your statement.

If we’re unable to refund to the original method (for example, an expired card), we may offer store credit instead.

8. Orders Lost or Delayed in Transit

We use trackable shipping services whenever possible. If tracking shows a package is lost in transit (no delivery scan):

• We’ll work with the carrier to investigate.
• Once confirmed lost, we’ll arrange a replacement or refund, depending on item availability.

If tracking shows delivered but you can’t locate the package:

• Please double-check your address, mailbox, shared mail area, and with neighbors.
• If still not found, contact us and your local carrier so we can open an inquiry.

Outcomes depend on the carrier’s investigation; we’ll do our best to help, but we can’t guarantee refunds for confirmed deliveries.

9. Order Changes & Cancellations

We start preparing orders quickly, so changes are time-sensitive.

• If you need to update or cancel your order, contact us at info@chicllama.com as soon as possible.
• If your order has not yet entered processing or shipping, we’ll do our best to update or cancel it.
• If your order has already shipped, please follow the standard return process.

10. Contact Us

If you have any questions about this policy or need help with a specific order, you can reach us at:

ChicLlama Customer Support
📧 info@chicllama.com
📍 Rochester, MN (online shop)

We’re here to help and want every ChicLlama experience to feel as joyful as the pieces you choose.