Legal
Returns & Refunds
Last updated: 2026-05-01
The short version
You have 14 days from delivery to return most items. Email us, we tell you where to send it, you get your money back within 14 days of us receiving it. If the item arrived defective, we cover everything.
Return window
14 days from the date of delivery. The clock starts when the package reaches you, not when we ship it. EU Distance Selling rules (Consumer Rights Directive 2011/83/EU) give you this right as a minimum.
Condition of returned items
Items must come back:
- --Unworn and unwashed.
- --With original tags still attached.
- --In a condition that allows resale.
If you return something that does not meet these conditions, we reserve the right to refuse the return or reduce the refund to reflect the diminished value.
How to return
Step 1. Email hello@tchiwowa.com with your order number and reason for return.
Step 2. We reply within 2 business days with return instructions and the address to ship to.
Step 3. Send the item. Return shipping is your cost unless the item is defective (see below).
Step 4. Once we receive and inspect the item, we process your refund within 14 days to the original payment method.
Defective items
If your item arrived damaged, with a print defect, or is otherwise not as described, different rules apply.
- --Full refund of the item price.
- --Return shipping covered by us -- we send you a prepaid label.
- --Or a replacement sent at our cost, your choice.
Email a photo of the defect with your order number to hello@tchiwowa.com. We do not make this difficult.
Exceptions
Some items cannot be returned:
- --Underwear that has been opened (hygiene reasons, EU Consumer Rights Directive Art. 16(e)).
- --Items that were personalised or custom-made specifically for you (EU CRD Art. 16(c)). We tell you at the time of ordering if this applies.
Standard catalogue prints are not considered "personalised" -- they qualify for the normal 14-day return right.
Refund timeline
We refund within 14 days of receiving your returned item, to the same payment method you used. Your bank may take a few extra days to show it. If you paid by card, Stripe processes the credit immediately on our side.