Returns & Refunds Policy

This Returns & Refunds Policy applies to purchases made through Chismis Archive at chismisarchive.com.

We want customers to be clear about how returns and refunds are handled. Refunds are reviewed manually and, where approved, are processed through Shopify using the original order record.

Nothing in this policy affects your statutory rights.

For any return, refund, damaged item, faulty item, or order issue, please contact [email protected]. Please include your order number, the email address used for the order, and a brief explanation of the issue.

1. Summary

Our default position is:

• UK customers may request returns in line with their statutory rights.
• International change-of-mind returns are not normally accepted unless required by applicable law.
• Faulty, damaged, incorrect, or misdescribed items will always be reviewed.
• Refunds are not automatic.
• Refunds are issued only after review and, where applicable, after the returned item has been received and inspected.
• Refunds are normally made to the original payment method used at checkout.
• Customers must contact us before sending anything back.

2. UK online orders

If you are a UK customer buying online, you may have the right to cancel your order within 14 days after the order is delivered. You do not need to give a reason for cancelling during this period.

To request a return or cancellation, contact [email protected] and include:

• your order number;
• the email address used for the order;
• the item or items you want to return;
• the reason for the return, if you are happy to provide it.

After contacting us, we will review your request and send return instructions where applicable. You should not return items without contacting us first.

3. Condition of returned items

Returned items should be sent back in the same condition in which you received them. Items should be:

• unused, unless the issue is that the item is faulty;
• clean;
• complete;
• returned with original packaging, tags, labels, accessories, or included items where applicable.

We may reduce the refund if the item has been used, damaged, altered, or handled beyond what is reasonably necessary to inspect it.

4. Return shipping costs for UK orders

For UK change-of-mind returns, you are responsible for the cost of returning the item to us unless we tell you otherwise. If the item is faulty, damaged, incorrect, or misdescribed, we will review the case and confirm the appropriate return process.

If your original order included a standard delivery charge, we will refund the standard delivery cost where required by law. If you paid for a premium or upgraded delivery option, we may only refund the amount equivalent to standard delivery where required by law.

5. Refund timing for UK orders

Once your return is approved and we receive the returned item, we will inspect it. Where a refund is due, we will process it within the legally required timeframe. Refunds are normally sent back to the original payment method used at checkout.

Please note that your bank, card provider, or payment provider may take additional time to show the refund in your account after we have processed it.

6. Faulty, damaged, incorrect, or misdescribed items

If your item arrives faulty, damaged, incorrect, or not as described, please contact [email protected] as soon as possible and include:

• your order number;
• the email address used for the order;
• a description of the problem;
• clear photos of the item;
• photos of the packaging, if the item arrived damaged;
• any other information that may help us review the issue.

We will review the case and confirm the next steps. Depending on the situation, we may offer a refund, a replacement (if available), an exchange (if available), or another appropriate resolution. Faulty, damaged, incorrect, or misdescribed items are handled separately from change-of-mind returns.

7. International orders

For international orders, change-of-mind returns are not normally accepted unless required by applicable law. However, faulty, damaged, incorrect, or misdescribed items will always be reviewed.

If you are an international customer and there is a problem with your order, contact [email protected] and include:

• your order number;
• the email address used for the order;
• your country;
• a description of the issue;
• clear photos if the item is damaged, faulty, incorrect, or not as described.

Do not send an international return without contacting us first. Unauthorised international returns may not be accepted.

8. International return shipping, customs, and import charges

For international change-of-mind returns, where accepted or legally required, you may be responsible for the cost of return shipping. If the return is due to our error, or because the item is faulty, damaged, incorrect, or misdescribed, we will review the case and confirm the appropriate next steps.

Please note that customs duties, import taxes, brokerage fees, carrier handling fees, currency conversion fees, and payment provider fees may not be refundable by us. These charges are often collected by customs authorities, carriers, payment providers, or other third parties, not by us. If you need to recover import duties or taxes, you may need to contact your local customs authority or carrier.

9. Non-returnable items

Some items may not be returnable unless they are faulty, damaged, incorrect, or misdescribed. This may include:

• personalised or custom-made items;
• made-to-order items;
• sealed hygiene-sensitive items once opened;
• perishable goods;
• digital products once accessed or downloaded, where applicable;
• gift cards;
• items marked as final sale, where legally permitted.

If an item is non-returnable, this will be stated on the product page where possible. This does not affect your statutory rights.

10. Exchanges

Exchanges may be offered at our discretion and subject to stock availability. If you want a different size, colour, or item, contact [email protected]. If the requested replacement is unavailable, we may offer a refund or another suitable resolution where appropriate.

11. How to request a return or refund

To request a return or refund, contact [email protected] and include:

• order number;
• email address used for the order;
• item or items affected;
• reason for the request;
• whether you are requesting a refund, exchange, or support review;
• photos if the item is faulty, damaged, incorrect, or misdescribed.

Submitting a request does not automatically approve a return or refund. We will review your request and respond with the next steps.

12. Refund method

Approved refunds are processed through Shopify and are normally returned to the original payment method used at checkout. We cannot guarantee how long your bank, card provider, or payment provider will take to make the funds available after we process the refund.

13. Unauthorised returns

Please contact us before returning any item. Items returned without prior contact or approval may be delayed, refused, or returned to sender, unless we are required by law to accept them.

14. Contact

For all return, refund, damaged item, faulty item, incorrect item, or order support enquiries, contact [email protected]. Please include your order number so we can find your order quickly.

15. Statutory rights

Nothing in this Returns & Refunds Policy affects your statutory rights. If there is a conflict between this policy and your legal rights, your legal rights will apply.