Frequently Asked Questions

How can we help?

FAQ

Ordering and Shipping

Where do you ship?

At this time, we offer shipping within the United States and to Australia. 

If you are looking for delivery elsewhere, please feel free to visit our Stockists page for a full list of our retailers.

When will my order ship?

All orders are processed and shipped within 1-3 business days. If a significant delay is expected in a shipment of your order, we will contact you via email or telephone. Our shipping cutoff time is 12:00pm PST Monday-Friday. Orders are not shipped or delivered on weekends or holidays.

For security reasons, orders over $1,500 will require a signature upon delivery.

For further details, please visit our Shipping Policy page.

What shipping method should I choose?

Delivery rates and times are estimated at checkout depending on your shipping address.

Ground shipments typically estimate anywhere between 3-10 business days. 

If you need an item by a certain date, we highly suggest choosing overnight shipping at checkout and contacting love@vchapmanstudio.com to notify us of the rushed shipment. Please note our shipping cutoff time is 12:00pm PST Monday-Friday.

Orders are not shipped or delivered on weekends or holidays. We do not offer Saturday delivery.

Please note that we cannot guarantee overnight shipments.

We are unable to control or predict any delays that may occur during shipping. V. Chapman is not responsible for shipping costs if the shipment does not arrive on time.

For further details, please visit our Shipping Policy page.

Can I change my order once it has been placed?

We are unable to alter the contents of an order once it has been placed. 

Depending on the state of your order, our customer service team can help change your shipping address or shipping method. Please contact us at love@vchapmanstudio.com.

Please note once your order has shipped, we are unable to make any changes to it. 

V. Chapman does not accept responsibility for incorrect details entered.

Can I cancel my order?

Depending on the state of your order, our customer service team can cancel your order. Please contact us at love@vchapmanstudio.com.

What if I forgot to enter a discount code at checkout?

Discount codes can only be applied during the checkout process.

Due to a systems limitation, we are unable to retroactively apply discount codes or partial refunds once an order has already been placed. The order will need to be cancelled and then placed again with the discount code applied.

Please reach out to love@vchapmanstudio.com if you need assistance with this.

What if my order includes a pre-order item?

Per our policy, if your order includes pre-order items and available items, your order will be shipped once the pre-order item(s) are available.

If you would like your available item(s) shipped separately, please contact us at love@vchapmanstudio.com.

Please note that our 14-day Return Policy will apply to each item individually if shipped separately. 

Are duties and taxes included in my order?

No, international orders are subject to additional duties and taxes.

V. Chapman is not responsible for any duties and/or taxes and/or delays due to customs.

All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.). We cannot control or estimate the amount of customs duties you will have to pay. Please note these duties can be expensive and are out of our control. 

Every country's duties and taxes are different. These taxes are issued by your country. They are not issued by V. Chapman. Please make sure you understand the additional costs you will incur before placing your order. For further information, please contact your local customs office.

If a package is refused and returned to sender, you will be responsible for the customs, duties, taxes, and any additional shipping fees we will incur in order to return the package back to us. If a package is refused and left unclaimed, we will not issue any refunds. 

Please note no duties, taxes, etc. will be refunded.

What do I do if my order is lost or stolen?

If you are experiencing delivery issues, please file a claim with the shipping carrier.

V. Chapman is not responsible for lost or stolen items or any circumstances that happen after we have shipped an item. Once an item has been shipped and is in possession of the shipping carrier, we are no longer responsible for it.

If you received your order damaged or tampered with, please document and save all packaging materials and damaged goods before filing a claim with the carrier. 

If you have not received your item in a timely manner, please contact the shipping carrier with the tracking number provided to you. V. Chapman is not responsible for shipping costs if a shipment is delayed.

For further assistance, please contact our customer service team at love@vchapmanstudio.com.

Returns & Exchanges

What is your Return Policy?

Returns and exchanges must be initiated through our Return Portal within 14 days of the order delivery date. 

International orders are eligible for return within 20 days of the order delivery date. 

Please note we only accept items for return or exchange that are in their original condition, have not been worn, altered or washed, are without marks or stains, and with all accessories (including ties, belts, straps etc.) attached and any garment bags included. All tags must be intact, attached in their original location, and must not be tampered with or broken.

V. Chapman reserves the right to deny any return or exchange if the merchandise returned does not comply with our Return Policy requirements.

For further details, please visit our Returns & Exchanges page.

How do I request a return or exchange?

In order to return an item, please visit our Return Portal.

You will be prompted to start a return or exchange. For domestic orders, shipping labels will automatically generate once the return request is submitted. International customers will be responsible for obtaining their own return shipping label. 

For further details, please visit our Returns & Exchanges page.

If I choose to exchange my item, how long does it take?

Per our policy, we need to receive the returned item in order to ship out any exchanges. 

Once we have received the original item back to our studio, please allow 14-20 business days for exchanges to be processed. It may take 1-3 business days for exchanges to ship once processed. 

Please note exchanges are shipped using ground shipping. 

If you need an item by a certain date, we highly recommend initiating a return for refund or store credit and placing a new order for your desired item with overnight shipping. 

How much does a return label cost?

We have a flat fee of $10 that will be deducted from the return for your pre-paid return label. This cost will be deducted at the time of the refund.

If I used my 10% first time purchase discount code, is my item eligible for a return?

Yes! You may still return your item if it doesn't work out for you.

Please note all items that are marked as final sale are ineligible for return or exchange. 

How long does it take for my return to be processed?

Returns and exchanges are typically processed within 14-20 business days of receiving them to our studio. Per our policy, we need to receive the returned item in order to ship out any exchanges. 

Once processed, we will send you a return confirmation via email including details regarding your refund, store credit, or exchange. 

If you submitted a request for refund, please allow an additional 3-14 business days for the refund to show up on your statement. 

For further details, please visit our Returns & Exchanges page.

What do I do if I haven't received my refund?

Please note we must receive the returned item back to our studio in order to process any refunds.

Please allow 14-20 days for return processing and an additional 3-14 business days for any refunds to appear on your statement. 

If it has been more than 14 business days and you still have not received your refund, please contact us at love@vchapmanstudio.com.

What does it mean if an item is marked Final Sale?

All items that are marked as "Final Sale" are ineligible for return or exchange. 

Items that qualify as final sale are noted in their product pages.

All sale items, jewelry items, and masks are final sale and ineligible for a refund. 

Will my initial shipping cost be refunded when I return my item?

Unless your initial shipping cost said "free shipping," it will not be refunded when you return your item.

Customers are responsible for all shipping costs, which includes the initial cost of shipping and $10 for the cost of return shipping. We do not refund shipping costs. The cost of the shipping will not be reflected in your refund.

If I purchased my item using a limited-time promotional code, can I return it? 

Items purchased at a discount using a limited-time promotional code are eligible for return for refund, store credit, or exchange, unless otherwise noted.

You may initiate a return or exchange through our Return Portal within our policy timeframe. Returns or exchanges will not be accepted after the return window closes. No exceptions.

All items marked as "Final Sale" are ineligible for return or exchange.

Product Information

Do you offer alterations?

Please note we do not offer alterations. However, we can assist you with how to alter your item if need be.

What do I do if I received damaged merchandise?

If you receive an item that is damaged or defective, you must contact us at love@vchapmanstudio.com within 48 hours of delivery. Please attach a photograph of the damage in your email in order to expedite the process.

Can I try on V. Chapman pieces in-store?

Please visit our Stockists page for a full list of our retailers and locations.

How do I find my size?

Our dresses typically follow standard U.S. dress sizing. We recommend sizing based on jean size and bust, waist, and hip measurements using our Size Guide

Additional sizing information can be found on each product page.

If an item is sold out, will you restock it?

Restocks and availability vary depending on the style. We aim to restock our core styles as frequently as possible. Some styles may be restocked if we receive enough requests for it. Other styles may not be available once they've sold out. 

We suggest signing up for our back in stock notifications to be immediately notified if/when your desired item becomes available again. Please visit the product page to sign up!