Return & Exchange Policy

We are sorry that you are not fully satisfied with your order. For most items in new condition, we gladly accept returns and exchanges within 30 days after delivery. Before submitting a return or exchange request, please carefully review our return & exchange terms and ensure the items you wish to return meet the following requirements:

Return & Exchange Conditions

  1. You have 30 days from receipt to decide whether the item works for you. Most items in new condition are eligible for return or exchange within this 30-day window.
  2. Items marked as non-returnable and complimentary gifts cannot be returned.
  3. Returned items must be unused and kept in their original packaging. We do not accept items that have been worn, damaged, washed, or altered in any way.
  4. We do not accept returns sent back without prior confirmation from our support team.
  5. We do not accept freight collect shipments for returned packages. All return shipping costs are at your own expense.

Note: The original shipping fee and insurance are non-refundable.

We shall not be responsible for shipping fees under the following circumstances:

  1. Returns due to personal preference or simple dislike of the item.
  2. Returns where no product quality issues exist.

Once you confirm all requirements are satisfied, please follow these steps:

  1. Please contact our customer service at bcd@chartou.com and provide your order number, order email address, the item(s) you want to return or exchange, relevant photos and the reason for return. We will reply to you within 48 hours. We appreciate your patience.
  2. After receiving return instructions from us, please repack the item(s) using the original packaging.
  3. Drop off your package at your local post office.
  4. Most returns are processed within 5 business days after we receive your package. We will issue a refund to your original payment account. Once your refund is processed, you will receive a refund confirmation email.

How do I return items?

Please review our Return Policy first, then send us an email listing the items you wish to return.

Note: The Item ID or SKU is required so our support team can process your request and provide the nearest return address. (The mailing address will be sent via email after your application is submitted.)

How do I return or exchange items that are not as described?

Please review our Return Policy first and send us an email with the information below:

  1. Your order number
  2. The item SKU, product name or photos
  3. A description of the issue together with clear photos We will process your request and provide the return address as soon as possible.

Can I exchange for a larger or smaller size?

We accept returns for refunds or exchanges within 30 days after delivery. Please note that exchange processing takes longer than placing a new order. Since placing a new order directly will be faster, we recommend returning the item for a refund. Please email our customer service for further assistance.

What should I do if my refund amount is incorrect?

We sincerely apologize if there is an error with your refund. If this happens, please contact our customer service and we will resolve it for you promptly.

Factors that may affect your refund amount:

  • Delivery charges are only refundable for orders cancelled before shipment.
  • Discounts applied at checkout will not be refunded, as you were not charged for these amounts.

What if I received the wrong item, defective item or stained item?

We aim to resolve issues for wrong, defective or stained orders immediately. Please contact our customer service right away with the following information:

  1. Your order number
  2. The item SKU or product name
  3. A description of the problem and clear photos We will respond to you as soon as possible.

What is the status of my refund?

Most returns are processed within 5 business days once we receive your package. Considering transit time of 3–5 business days, please allow 10–15 days total for us to verify your refund.

If you selected a refund to your credit card, the full process may take 10–30 business days because your card-issuing bank needs to process the transaction. We will submit the refund request to your bank within 48 hours. However, your bank may take an additional 10–30 business days to credit the funds to your account. We have no control over bank processing timelines. Please reach out to your card-issuing bank for further details. We apologize for any inconvenience and appreciate your understanding.