At chromeheartjp.com, we want you to love every Chrome Hearts item you buy from us. If something is not right with your order, we are here to help. This page explains how our return and exchange process works.

Return Window

You have 14 days from the date of delivery to request a return or exchange. Requests made after this window will not be accepted. The 14-day count starts from the day your package is marked as delivered by the shipping carrier.

Return Eligibility

To qualify for a return or exchange, your item must meet these conditions:

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

Non-Returnable Items

The following items cannot be returned or exchanged:

  • Items marked as final sale or clearance.
  • Custom or made-to-order Chrome Hearts pieces.
  • Earrings and other pierced jewelry (for hygiene reasons).
  • Gift cards.
  • Items that show signs of wear, damage, or missing tags.
  • Items returned after the 14-day window.

How to Request a Return

To start a return, please follow these steps:

  1. Email us at [email protected] with your order number, item name, and reason for return.
  2. Wait for our team to reply with return instructions and the return address (within 24 hours).
  3. Pack the item securely in its original packaging with all tags still attached.
  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 or refunded.

Exchange Process

If you want a different size, color, or style, here is how our exchange process works:

  1. Email us at [email protected] with your order details and the item you want in exchange.
  2. Our team will confirm if the new item is available.
  3. Return the original item following the return steps above.
  4. Once we receive and inspect the returned item, we will ship your new item.

Exchanges depend on stock availability. If the item you want is out of stock, we will offer you a refund or store credit instead.

Return Shipping Cost

The customer is responsible for paying the return shipping cost, unless the return is because of our mistake (wrong item, defect, or damage during shipping). In those cases, we will cover the return shipping fully.

We recommend using a shipping method with tracking. We are not responsible for return packages that get lost in transit.

Damaged, Defective, or Wrong Items

If your Chrome Hearts order arrives damaged, defective, or you received the wrong item, contact us within 48 hours of delivery at [email protected]. Please include:

  • Your order number.
  • Clear photos of the item.
  • Photos of the packaging (inside and outside).

We will arrange a free replacement or a full refund at no extra cost to you.

Refund After Return

Once we receive your returned item, our team inspects it within 3 to 5 business days. If everything is in order, we will approve your refund.

  • Refund Method: Refunds go back to your original payment method.
  • Processing Time: Refunds take 5 to 10 business days to reflect in your account after approval.
  • Confirmation: You will get an email once your refund is processed.

Original shipping charges (if any) are non-refundable, unless the return is due to our error.

Order Cancellations

For cancellation requests, please check our Refund and Cancellations Policy page for full details. Orders can be canceled within 12 hours of placing them.

Late Returns

Returns received after the 14-day window will not be processed. The item will be sent back to you at your cost. Please make sure to ship your return within the given timeframe.

Shipping Related Concerns

If your order has not arrived yet or you have questions about delivery times, please review our Shipping Policy page first.

Contact Us

If you have any questions about returns or exchanges, feel free to reach out to us:

Our support team is available Monday to Saturday, 9 AM to 6 PM, and we reply to all messages within 24 hours.