Refund policy
Route Shipping Protection Policy
As of January 1, 2026, We have partnered with Route to offer you comprehensive package protection for peace of mind. Route Package Protection is added in at checkout, your order is protected from loss, theft, and damage during transit.
Shipping Protection & Claims
Route Shipping Protection, when selected at checkout, provides coverage for eligible orders that are lost, damaged, or stolen while in transit, subject to Route’s Terms and Conditions. All shipping protection claims are administered exclusively by Route and must be submitted directly through Route’s claims portal within the applicable claim window. "How to File a Claim" is listed below.
Orders shipped without Route Shipping Protection are not eligible for store-managed claims, replacements, reimbursements, or shipping-related adjustments. Once an uninsured order leaves our facility, all responsibility transfers to the customer, who must work directly with the shipping carrier to pursue any resolution.
During checkout, customers are provided the option to add Route Shipping Protection and are required to review and acknowledge our Terms & Conditions and Shipping Policy prior to completing their purchase.
Please note, customers who repeatedly submit Route claims or are found to be abusing the system may be denied further coverage or compensation. This includes excessive claims for lost or missing packages, as it falls outside the intended use of the service.
Chargebacks & Payment Disputes and/or Threats
By completing a purchase that includes Route, the customer agrees not to file a payment dispute or chargeback related to shipping delays, lost packages, mis-delivery, damaged, unclaimed, undeliverable, vacant address, return to sender or carrier-related issues for orders shipped without Route Shipping Protection. Customers acknowledge that Route Shipping Protection is the exclusive remedy for insured shipping claims and that uninsured shipments must be resolved directly with the shipping carrier. Evidence of policy acceptance at checkout will be submitted in response to any dispute. More details below
Freight Forwarding Policy
Return to Sender Policy- RTS, Unclaimed and Vacant Address Shipments
Our store operates under a no return policy. We do not accept returns or provide return shipping labels unless your order qualifies under our certain determined circumstances (for items received damaged or defective). Photo proof will need to be provided for the item and full packaging.
If a customer or carrier chooses to send a package back to us by marking it as “Return to Sender”, "Undeliverable", "Unclaimed" or "Vacant Address" rather than contacting us through the proper channels, please note the following:
We do not authorize or accept “Return to Sender”, "Unclaimed", "Undeliverable" or "Vacant Address" return shipments.
If a package is marked “Return to Sender”, "Unclaimed", "Undeliverable" "Vacant Address" it is handled outside of our system and may not reach us.
We are not responsible for any packages lost, delayed, or damaged in transit that are marked “Return to Sender", "Unclaimed", "Undeliverable" or "Vacant Address".
Refunds, replacements, or credits will not be issued for unauthorized “Return to Sender”, "Unclaimed", "Undeliverable" or "Vacant Address" packages.
If your package is lost after being returned in any of the above forms described, you must file a claim directly with the carrier (e.g., USPS, UPS, FedEx, etc.).
To ensure your issue is handled correctly, please contact our support team before sending anything back. Only items that meet the criteria under our certain determined circumstances are eligible for review and potential resolution.
Use of Legal Names-Customer Name Accuracy
To ensure successful delivery of your order, please provide your full legal name when entering your shipping information.
If an alias, nickname, or any name other than the legal name associated with your residence is used, we cannot be held responsible for Lost or stolen packages, Delays in delivery, Misdirected or undeliverable shipments.
Carriers (such as USPS, UPS, and FedEx) may not recognize or validate aliases, which can result in complications beyond our control. By placing an order, you acknowledge and agree that any package addressed with an alias name is shipped at your own risk.
Address Modifications/Verification
Please note that we do not make updates or changes to shipping addresses provided at checkout. It is the customer's responsibility to ensure that the address entered is correct and complete before submitting the order. This includes verifying all information for USPS, FedEx, or UPS deliveries.
We are unable to modify addresses once an order has been placed, as this can interfere with the shipping process and cause delays or misdeliveries.
If you believe there is an issue with the address you submitted, we recommend reaching out directly to the carrier with your tracking number once your package has shipped. They may be able to assist with limited delivery adjustments.
If a package is returned to us due to an incorrect or forwarded address, it is the responsibility of the customer to pay any additional shipping feeds
International Shipping
We currently only ship within the United States and Canada at this time.
Freight Forwarding & Export Terms of Sale
If you’re planning to use a shipment forwarding service, we ask that you review our Freight Forwarding Policy below before completing your purchase. Please note that Aden + Louise does not currently provide freight forwarding options directly within our checkout process.
Your billing address must match the address associated with the card used or we reserve the right to cancel the order immediately.
1. Limitation of Liability
Aden + Louise’s liability for the delivery and condition of merchandise terminates upon confirmed delivery by the carrier to the shipping address provided at the time of checkout. We are not responsible for any damage, defect, loss, or theft that occurs to items after they have been received and processed by a third-party freight forwarder, reshipper, or any intermediary agent.
2. Export of Record
Customers utilizing a third-party freight forwarding service are designated as the "Exporter of Record." The customer assumes full responsibility for compliance with all applicable export and import laws, including the payment of all duties, taxes, customs fees, and brokerage charges. Aden + Louise will not provide any supplemental export documentation or pro-forma invoices for shipments handled by third-party forwarders.
3. Return and Refund Limitations
Return Logistics: Aden + Louise does not provide international return shipping labels or reimbursements for export costs.
Point of Origin Requirement: In the event of a return, the customer is responsible for the logistics and costs associated with returning the merchandise to the original domestic (U.S.) shipping address provided on the order. Our standard domestic return policy will only apply once the item has returned to domestic soil.
Voiding of Warranties: Please be advised that the use of a third-party freight forwarder voids manufacturer warranties or Aden + Louise’s internal satisfaction guarantees.
4. Inspection Prior to Export
It is the customer's responsibility to instruct their freight forwarder to inspect all items for damage or accuracy prior to international export. Claims for "Item Not as Described" or "Shipping Damage" must be filed prior to the package leaving the original domestic delivery destination.
NO EXCEPTIONS- photos must be provided to hello@adenandlouise.com before the package leaves the original domestic delivery destination.
Order Status
Once your order has been shipped you will receive an email notification with a tracking number. In some cases, it may take up to 48 hours for tracking information to become available.
Chargebacks & Payment Disputes and/or Threats
By completing a purchase, the customer agrees not to file a payment dispute or chargeback related to shipping delays, lost packages, mis-delivery, damaged, unclaimed, undeliverable, vacant address, return to sender or carrier-related issues for orders shipped without Route Shipping Protection. Customers acknowledge that Route Shipping Protection is the exclusive remedy for insured shipping claims and that uninsured shipments must be resolved directly with the shipping carrier. Evidence of policy acceptance at checkout will be submitted in response to any dispute.
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 90-150 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 and may take longer than 150 days.
- Substantially not-as-described products with clear evidence.
- Note: Pattern placement may vary due to the handmade nature of our items and 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