If something is not right, we would rather fix it than argue about it. This page explains exactly what can be returned, how long you have, and what happens once we receive the item back. Everything here applies to orders placed with Chrome Hearts Canada and delivered within Canada.
Return Window
You have thirty days from the date your order is delivered to request a return. Once thirty days have passed we are unable to offer a refund or an exchange, so if you are unsure about a piece, try it on and decide early rather than leaving the box unopened for a month.
What Can Be Returned
To be eligible, an item must be unused, unworn and in the same condition you received it, with all original tags attached and in its original packaging. A few categories carry additional conditions for hygiene and resale reasons.
- Clothing — unworn, unwashed, tags still attached
- Footwear — returned with the original box and with no scuffing on the soles
- Socks and hosiery — unopened and still sealed in original packaging
- Jewellery and eyewear — unworn, undamaged and returned in the box or case supplied
- Belts — no additional holes punched, since that counts as an alteration
Items marked as final sale, along with anything damaged through wear, washing or alteration after delivery, cannot be returned.
How to Start a Return
Contact us within the thirty-day window with your order number, the item you want to return, and a short explanation. We will confirm the return address and give you the reference to include with the parcel. Do not send anything back before contacting us, because unannounced returns are difficult to match to an order and slow the refund down considerably.
📧 Email: support@chromeheartshope.ca
📞 Phone: +1 646 561 4718
📍 Location: Canada
Refunds
Once your return arrives and has been inspected, we will email you to confirm whether the refund has been approved. Approved refunds are issued to the original payment method. Depending on your bank or card issuer, it usually takes a further five to ten business days for the money to appear on your statement, and that final step is outside our control.
If more than fifteen business days have passed since we confirmed your refund and nothing has arrived, contact your bank first, then contact us and we will chase it from our side.
Exchanges
We replace items that arrive defective or damaged. If you need a different size or colour of the same piece, the fastest route is usually to return the original for a refund and place a fresh order, since it avoids waiting for the return to arrive before the replacement ships. If the size you want is low in stock, tell us and we will do what we can.
Return Shipping
Unless the item is faulty, incorrect or damaged on arrival, return shipping is the customer’s responsibility, and original shipping charges are non-refundable. We recommend using a tracked service for anything of value. Until a returned parcel reaches us, it remains your responsibility, and we cannot refund an item we have not received.
Damaged or Incorrect Items
If your order arrives damaged or is not what you ordered, contact us within seven days of delivery with photographs of the item and its packaging. In those cases we cover the return shipping and arrange either a replacement or a full refund, whichever you prefer.
Frequently Asked Questions
How long do I have to return an item?
Thirty days from the date of delivery. After that we are unable to offer a refund or an exchange.
Does the item have to be unworn?
Yes. It must be unused, unworn and in the same condition you received it, with original tags attached and in its original packaging.
Can I return socks or hosiery?
Only if they are unopened and still sealed in the original packaging, which is standard practice on hygiene grounds.
Who pays for return shipping?
The customer, unless the item is faulty, damaged or incorrect. In those cases we cover it and arrange a replacement or refund.
How long does a refund take?
We confirm approval by email after inspecting the return, then it typically takes a further five to ten business days for your bank to post the funds.
Can I exchange for a different size?
We replace defective or damaged items directly. For a different size, returning for a refund and reordering is usually faster than waiting on an exchange.
What if I punched an extra hole in a belt?
That counts as an alteration, so the belt is no longer eligible for return. Measure carefully before making any changes.