Refund policy

We have a 7-day return policy, which means you have 7 days after receiving your order to request a return.

To be eligible, the item must be in the same condition in which it was received: unworn, unused and unwashed, with all original tags and hygiene liners attached, and in its original packaging. You will also need the receipt or proof of purchase.

Items showing signs of wear, washing, exercise, perspiration, makeup, deodorant, perfume, body odour, pet hair, alteration or customer-caused damage will not be accepted.

To request a return, contact us at sellertoolss@gmail.com with your order number and reason for the request.

If your return is accepted, we will provide instructions and the authorised return address. Please do not send the product to the address printed on the original package unless we specifically instruct you to do so.

Items returned without prior authorisation or sent to an unauthorised address will not be accepted.

Return Shipping Costs

When a return is requested because of sizing, fit, colour preference or a change of mind, the customer is responsible for all return shipping costs.

We do not provide prepaid return labels for these returns. Original shipping charges, return shipping costs, customs duties and taxes are non-refundable, except where required by applicable law.

We strongly recommend using a tracked shipping service and keeping the receipt. CHIELY is not responsible for customer-arranged returns that are lost, damaged or delivered to an incorrect or unauthorised address.

If the return is caused by a verified CHIELY error, such as a defective product or an incorrect item being sent, we will cover the reasonable return cost when a physical return is required.

Returns for Size and Fit

Please review the size guide and product measurements carefully before placing your order.

If you receive the product and size selected when ordering but it does not fit as expected, you may request a return within 7 days of receiving your order.

We do not offer direct exchanges. Once an eligible return has been approved, you may choose between:

Store Credit: Receive the full eligible amount as CHIELY store credit, which you can use to purchase another size, style or product.
Refund: Receive a monetary refund to your original payment method.

If the garment’s measurements differ materially from those published in our size guide, contact us with clear photographs showing the measurements. Once verified, the item will be treated as incorrect or not as described.

Damages and Issues

Please inspect your order upon delivery and contact us as soon as possible if the item is defective, damaged, materially different from its description, or if you receive the wrong item.

Email sellertoolss@gmail.com with:

Your order number.
A clear description of the problem.
Photographs or a short video showing the complete product, defect, label and packaging.

Once the issue has been verified, CHIELY will offer an appropriate solution. Depending on the circumstances, this may be store credit or a refund.

Do not return a damaged, defective or incorrect item unless we specifically instruct you to do so.

Exceptions and Non-Returnable Items

We cannot accept returns for:

Items showing signs of wear, washing, use or alteration.
Items without their original tags or hygiene liners.
Items returned outside the 7-day return period.
Gift cards.
Personalised or made-to-order products.
Products clearly marked as Final Sale, where permitted by law.
Sealed goods unsuitable for return for health or hygiene reasons after the seal has been removed.

Sale items cannot be returned unless they are defective, damaged, incorrect or their return is required by applicable consumer law.

Exchanges

We do not process direct exchanges.

If you would like a different size or style, you may return the eligible item and choose CHIELY store credit, which can then be used to place a new order.

Replacement sizes and colours are subject to availability and cannot be reserved while a return is in transit.

European Union 14-Day Cooling-Off Period

Notwithstanding the conditions above, when mandatory European Union consumer law applies, you generally have the right to cancel or return an eligible online purchase within 14 days of delivery, for any reason and without justification.

The item must be unworn, unused and unwashed, with its original tags and hygiene liners attached, and in its original packaging. Proof of purchase will also be required.

Customers exercising this statutory right are generally responsible for the direct return shipping cost. Where legally required, the refund will be issued to the original payment method rather than as store credit.

Nothing in this policy excludes or restricts consumer rights that cannot legally be waived.

Refunds and Store Credit

We will notify you after the authorised return has been received and inspected and confirm whether it has been approved.

For eligible returns, you may choose between CHIELY store credit or a monetary refund, subject to applicable law.

Store credit can be used to purchase another size, style or product from CHIELY.

When a monetary refund is approved or legally required, it will be issued to the original payment method within 10 business days. Your bank or credit card provider may require additional time to process and display the refund.

If more than 15 business days have passed since we confirmed approval of your monetary refund, contact us at sellertoolss@gmail.com.