Return and Refund Policy

Requests for returns or exchanges must be made in writing within 14 days of receiving your package.

Return must be approved by the customer service team prior to being shipped back to us.

Before you submit a request to return or exchange your order, please read the following acceptable reasons you may return an item:

Incorrect Size 

  • You may have selected the incorrect size.   We only accept exchanges for incorrect sizes.   Please let our customer service team know what size you would like instead and we will ship out the correct size.  Unfortunately, since our products are manufactured specifically for you, we can not provide a refund.

Incorrect Item

  • While this is extremely rare, mistakes can happen where we sent you the wrong item all together.   In the event that you received the incorrect item, please send us a photo of the product you received when you submit your request to us.  Unfortunately, since our products are made on demand specifically for you we can not issue a refund for an item that was incorrectly ordered.

Lost Item

  • If you have provided us the correct address and the package has not arrived within the estimated shipping time, please reach out to our customer service team.  Please only contact us after there has been no tracking updates for 10 days.   There can be delays in transportation companies that can be beyond our control but the package may still make it to you.   If it's determined that the package appears to be lost in transit, we will happily send a replacement.

Damaged or Faulty Item

  • We pride ourselves on the quality of our products and each package is reviewed for any issues before shipment.   In the event that you receive an item that appears to be faulty of damaged, please send our customer service team a photo of the faulty product and we will provide a replacement.

What to include in your request for a exchange or return

When submitting a request for a return, please include the following information:

  • Reason for the return (Acceptable returns stated above)
  • Order #
  • Product Item #
  • Quantity
  • Desired Size
  • Your Name
  • Email
  • Phone

Prepaid shipping labels

We do not provide prepaid return shipping labels, and shipping for returns is at the customers expense.   Please note that outbound shipping charges are non-refundable.   

"I changed my mind"

We do not accept returns if you change your mind.   Since our products are produced on demand specifically for you, we can not return the product to inventory that was sent to you for another customer.   All products we ship are new and built just for you.   

Order cancelations

Unfortunately, the moment you create your order we begin the process of manufacturing your order specifically for you and there is no way to cancel orders that have been created.   Our product is built on demand just for you.  Please make sure your order is 100% accurate before creating your order to avoid any issues.

Request Timeframe

All requests for exchanges or a refund must be made within 14 days of receiving your package.

Refunds

If the customer service team determines that a refund should be provided to you, the refund will be issued in the form of a store credit only.

How to submit a request

Submit your return, information required above as well as applicable photos to support@choella.com.

Refused Packages

We will refuse a package if an approved return request is not obtained first prior to sending the package back to us.   In the event that we are required to pay custom duties to receive your package, we will deduct this from the store credit in the event that a store credit is issued.   Return shipping charges are the responsibility of the customer.   

If you have any questions regarding this policy, please reach out to our customer service team.  We are happy to help!