At chromeheartjp.com, we want you to be happy with every Chrome Hearts purchase. If something is not right with your order, this page explains how our refund and cancellation process works.

Order Cancellations

You can cancel your order within 12 hours of placing it. After this window, your order goes into processing and cannot be canceled because we start packing and preparing it for shipment.

To cancel your order, email us as soon as possible at [email protected] with your order number and reason for cancellation. If your request comes in within the 12-hour window, we will cancel the order and refund your full payment.

Orders that are already shipped cannot be canceled. In that case, you can return the item once it arrives by following our return process below.

Return Eligibility

We accept returns within 14 days of delivery. To be eligible for a return, your item must meet these conditions:

  • Item is unused, unworn, and in the same condition you received it.
  • All original tags, labels, and packaging are still attached.
  • Item is not damaged, washed, or altered in any way.
  • You have proof of purchase (order number or confirmation email).

The following items cannot be returned:

  • Items marked as final sale.
  • Custom or made-to-order Chrome Hearts pieces.
  • Earrings and other pierced jewelry (for hygiene reasons).
  • Gift cards.
  • Items returned after the 14-day window.

How to Request a Return

To start a return, follow these steps:

  1. Email us at [email protected] with your order number, the item you want to return, and the reason.
  2. Wait for our team to reply with return instructions and the return address.
  3. Pack the item securely in its original packaging.
  4. Ship the item to the address we provide and share the tracking number with us.

Please do not send items back without contacting us first. Returns sent without approval may not be accepted.

Return Shipping Cost

The customer is responsible for paying the return shipping cost, unless the item arrived damaged or the wrong item was sent. We recommend using a shipping method with tracking, as we cannot refund lost return packages.

If the return is because of our mistake (wrong item, defect, or damage during shipping), we will cover the return shipping cost.

Refund Process

Once we receive your returned item, our team will inspect it within 3 to 5 business days. If everything checks out, we will approve your refund.

  • Refund Method: Refunds go back to your original payment method.
  • Processing Time: After approval, refunds take 5 to 10 business days to appear in your account, depending on your bank or card issuer.
  • Confirmation: You will get an email once your refund is processed.

Please note that the original shipping charges (if any) are non-refundable, unless the return is because of our error.

Damaged or Wrong Items

If your Chrome Hearts order arrives damaged or you received the wrong item, contact us within 48 hours of delivery. Send us your order number and clear photos of the item and packaging. We will arrange a replacement or full refund at no extra cost to you.

Exchanges

We currently do not offer direct exchanges. If you want a different size, color, or style, please return the original item for a refund and place a new order on chromeheartjp.com.

Late or Missing Refunds

If you have not received your refund after 10 business days from our confirmation:

  1. Check your bank account again.
  2. Contact your credit card company. It may take some time before the refund is officially posted.
  3. Contact your bank. Some banks take extra processing days.

If you have done all of this and still have not received your refund, please email us at [email protected] and we will look into it.

Order Not Delivered

If your order was shipped but never arrived, please review our Shipping Policy first for delivery timelines. If the estimated delivery window has passed and tracking shows no updates, contact us and we will help you resolve it.

Contact Us

For any questions about refunds, cancellations, or returns, get in touch with us:

Our support team is available Monday to Saturday, 9 AM to 6 PM, and will get back to you within 24 hours.