Returns & Refunds

Returns & Exchanges

Our goal is happy and satisfied customers, so if you have any issue with your order please contact our customer service team at hello@borntochill.com and we’ll help you to resolve your issue.

We will accept an exchange or refund of your product for the following reasons:

-Damaged/Incorrect Order

Just contact us within 30 days of receiving your order and we will give you a replacement or refund. The products have to be in new condition, unworn and unwashed. Items must be returned with all tags still attached and must be in their original packaging.

Please note that we custom print your order just for you and are therefore not responsible for any style or incorrect fit issues. You can find a size chart on each product page to help you find the right size and fit for you!

How to Return an Item Prior to returning your product please contact us at hello@borntochill.com. Please include the word “Return” in the subject line and tell us your order number and the reason why you wish to return the item in the email. Also include a clear photo showing the incorrect item, poor printing quality or damaged part of the product. Always include your order number in the package with the returned item and keep the proof of postage receipt in case the package gets lost (this will be the proof you shipped the package to us). After receiving your item we will inspect it and if your return is approved we will initiate a free replacement or a refund to your credit card (or original method of payment). You will receive the credit within a certain amount of days, depending on your card issuer’s policies.

If the wrong address is provided or you change address when the order is already sent we cannot issue a refund in case the package can't be delivered. If this happens please get in touch with us and we'll do our best to resolve this issue.

Shoes Sizing Issues

In the rare event that you are unhappy with the fit of your shoe, we will process a free exchange for you.

Refunds will not be issued for sizing issues, only exchanges are allowed.

Free Exchanges will only be allowed once per shoe order.

Please provide us the following information: reason the shoe didn’t fit (i.e. too small, too big, too narrow), the new size requested, name and order number.

Size exchange requests that differ by more than 2 sizes from the original size ordered will not be eligible for exchange.

To reduce the risk of sizing issues, we have provided accurate sizing charts on each of our product specifications pages for your reference.

Shipping

We will pay for the shipping if you receive a damaged or incorrect order and will provide you with a prepaid return shipping label.

Get in Touch If you have any questions on how to return your item to us, contact us at hello@borntochill.com and our helpful staff will provide you with further guidance.

Cancelling Your Order
We begin processing orders immediately after they are placed on our website. Your product is custom-made just for you with your specified design, garment and size, so we cannot cancel an order if the item is already in production. If you need to cancel an order you can write us and we will be able to cancel the order if it is not yet in production.