Returns + Exchanges

Upon receiving your order, please open and check all contents. If there is a mistake of any kind be sure to message us via email within two days of receiving your order. We are here to help, but we cannot make accommodations of flawed or missing items weeks and months after delivery.

In the rare instance that you receive a flawed or damaged item, please contact us via email within two days of the item being received, so that we can help within a timely manner.

We do not cover any items after use, that have wear and tear to your own effects, are damaged by the client, or other parties. We are a small business, and operate as such, because of this we do not offer open ended exchange or replacement policies. 

Due to the nature of our custom and handmade business, we do not accept returns, exchanges, or cancellations. All sales are final.

 

Chargeback & Social Media Threat Policy

1. What Is a Chargeback?

A chargeback is a request to reverse a credit card transaction, initiated through your bank or card issuer. While chargebacks are designed to protect consumers from fraud or unauthorized charges, misuse or fraudulent chargebacks are considered a serious matter.

2. Our Commitment to You

We take every step to resolve issues quickly and fairly. If you experience a problem with your order, we strongly encourage you to contact us first at hello@adenandlouise.com. Most issues can be resolved promptly without the need for a chargeback.

3. Social Media Threats of Chargebacks

We understand that customers may turn to social media to express frustration. However, threatening a chargeback publicly on social media before attempting to resolve the issue directly with us is not an appropriate way to handle a dispute.
When a customer threatens a chargeback publicly:

• We will invite the customer to move the conversation to private channels (e.g., direct message or email) to resolve the issue promptly.
• We reserve the right to limit or block access to future purchases for customers who repeatedly or abusively threaten chargebacks online without following proper resolution channels.
• We reserve the right to document and submit social media communications as evidence to dispute potential chargebacks with payment processors.
  
• We ask that all customers contact us directly first, so we can address and resolve concerns in good faith.

4. Chargeback Filed

• If a chargeback is filed through your payment provider, we reserve the right to cancel and refund any future orders placed through our Shopify store while the dispute is under review.
• This policy helps ensure the integrity of our payment processing and allows for a fair and secure resolution process. We kindly ask customers to contact us directly prior to initiating a chargeback.

 5. Valid Reasons for Chargebacks

• We support legitimate chargebacks in the following scenarios:
• Unauthorized charges (i.e., fraud)
• Duplicate charges
• Non-receipt of product after 30-60 days from the beginning date of valid tracking showing no delivery. Note: You must make attempts to contact your shipping provider and/or file a claim with the provider. Drop Dates vary based on product descriptions.
• Substantially not-as-described products with clear evidence.
  • Note: Pattern placement may vary due to the handmade nature of our items. Color may vary due to screen resolution (see listing description).

6. Invalid Reasons for Chargebacks

The following are not considered valid reasons for a chargeback and may be disputed by us:

• Failure to read product descriptions, terms, or policies this includes all RTS and Drop Dates, Pre-Sale or Pre-Order or Sale Items.
• Buyer’s remorse or change of mind
• Claims made after receiving a product as described
• Using a chargeback instead of contacting us for assistance

7. Dispute Process

If a chargeback is filed, we will provide comprehensive documentation to your bank or card issuer, including order confirmation, tracking information, customer correspondence, and any other relevant evidence, to dispute invalid claims.

8. Our Rights

We reserve the right to:

• Permanently block customers who file invalid, fraudulent, or abusive chargebacks
• Restrict or refuse service to customers who threaten or misuse chargebacks via social media or other public platforms
• Pursue legal action or debt collection for chargebacks deemed fraudulent
  

If you still have questions, you may contact us directly via or email: 

hello@adenandlouise.com