Refund policy

  • Return Policy: 14-day return policy for all products, except commissioned or made-to-order pieces.
  • Eligibility: Items must be in the same condition as received, unused, with tags, and in original packaging. A receipt or proof of purchase is required.
  • How to Start a Return:
    • Contact us at shop@christopherhe.ca to request a return.
    • A return address will be provided upon receiving your email.
    • A self-serve option is available for registered users.
  • Return Shipping: Costs are the recipient’s responsibility unless the return is done in person. A 15% processing fee will be deducted from any refund.
  • Unaccepted Returns: Items sent back without first requesting a return will not be accepted.
  • Commissioned/Made-to-Order Pieces:
    • Non-refundable and non-exchangeable once the order is processed.
    • Exceptions apply only if items arrive missing or damaged during transportation.
    • Damages must be reported within 48 hours of receipt for eligibility for replacement or refund.
  • Damages and Issues:
    • Inspect your order upon reception.
    • Contact us immediately if the item is defective, damaged, or if you receive the wrong item for issue resolution.

General Return Policy

We have a 14-day return policy for all products except commissioned or made-to-order pieces. This means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, please contact us at shop@christopherhe.ca. A return address will be provided once we receive your email. A self-serve option is also available if you checked out as a registered user. Please note that return shipping is at the recipient’s cost unless the return is done in person. An additional 15% processing fee will be deducted from any refund. The original shipping cost is non-refundable once the order has been dispatched from our store.

Items sent back to us without first requesting a return will not be accepted.


Commissioned/Made-to-Order Pieces

Commissioned and made-to-order pieces are non-refundable and non-exchangeable once the order processed, unless they arrive missing or damaged during transportation. If your commissioned or made-to-order item is damaged, it must be reported within 48 hours of reception to be eligible for a replacement or refund.

 

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so we can evaluate the issue and make it right.

 

Exceptions / Non-Returnable Items

Certain types of items cannot be returned, such as perishable goods (like food, flowers, or plants), custom products (like special orders or personalized items), and personal care goods (like beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
If the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. However, this cooling-off period does not apply to commissioned or made-to-order pieces. For all other items, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

 
If more than 15 business days have passed since we’ve approved your return, please contact us at shop@christopherhe.ca.