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Policies

WELCOME TO TRULY CHARIS!

Truly Charis provides handmade custom and semi-custom items that provide you and your family with comfortable, durable and sustainable clothing. All items are handmade and hand-dyed, therefore they may have small inconsistencies or variations.

Truly Charis items are primarily created by Destani, our lead seamstress and head designer, along with her husband Ariel, our in-house textile dyer. Together, they create the vibrant, unique, one-of-a-kind creations designed by you, all while raising and teaching their six children. Naturally, this makes quality and creativity their strengths, while requiring a more flexible turnaround time. 

As a result, all turnaround times are our best estimates and are listed as follows:

  • Woolies - 4-6 weeks
  • Woolies with customizations such as pockets or tricolors - 8 weeks
  • Clothing (including tops and pullovers made with jersey, lightweight or midweight wool) - 6-10 weeks
  • Custom Mama Wool - 6-12 weeks
  • Mini-groups & Testers - estimated turnaround will be posted in the details of that group

Note: Items purchased with a Priority Pass will be filled within 12 business days. One Priority Pass is valid for one item. (Not applicable on heavyweight mama wool.)

In order to focus on making your products as quickly as possible, we will not be able to respond to requests for order status checks. If an order seems unreasonably past the estimated turnaround time, please contact Customer Service. If there is an unforeseen event that causes significant delays to our turnaround times, we will make an announcement in the Facebook group.

You can join our Facebook Group HERE 

QUALITY GUARANTEE

We guarantee the workmanship on all our products for 30 days. Defective items will be exchanged or repaired at our discretion. If there is a manufacturing defect, please contact us to discuss any issues. Exchanges and repairs are not allowed due to issues arising from misuse of item or improper washing and drying. 

ORDER CHANGES

Changes can be made within 24 hours of ordering and are subject to a fee of $5 per item. Items that have already been cut cannot be changed.

We understand that sizing is a difficult decision - please utilize the sizing charts, our Facebook community, or the consultation option BEFORE you order if you are unsure about sizing.

You can join our Facebook Group HERE 

CANCELLATIONS, RETURNS, EXCHANGES OR REPAIRS

** Cancellations and returns are eligible for store credit only. No other type of refund is available. ** 

Orders may be cancelled for full store credit amount BEFORE the item/s have been cut. Due to the custom / semi-custom nature of our orders, a 15% restocking fee will be deducted from the store credit amount for all items that have been cut. 

Our return policy is as follows: 

- Customized items are not eligible for return. This includes but is not limited to: custom pattern mama wool and any woolies with customizations with the exception of pockets, rouching, +1 waist, +1 inseam, and +2 inseam.  

- All eligible returns/exchanges will be issued store credit and are subject to a 15% restocking fee. 

-Buyer is responsible for all shipping charges (including return shipping and cost of shipping replacements if exchanging)

-RTS (ready to ship) items are not eligible for  returns or exchanges. 

-All returns must be authorized and coordinated. Include a note in your return stating that it is a return and include your original order number. 

Upon receiving returned items we will inspect and issue your store credit/exchange within 10 business days. 

Note: we can only accept returns/exchanges for orders you have placed directly through Truly Charis. Items acquired through a third party are not eligible for returns or exchanges.

SHIPPING 

Shipping insurance can be added upon request, please contact us when you place your order. An additional invoice may be required. Actual shipping charges are non-refundable. Truly Charis is not responsible for packages lost or damaged by USPS.

PRIVACY

Personal information you provide to Truly Charis will not be sold, rented, or traded to anyone. Truly Charis is committed to protecting your privacy.

SHOP

Everything in the Truly Charis' shop is made and stored in a dog friendly, smoke-free home, though the animals themselves are restricted from entering the sewing area.

CONTACT INFO

 If you have any questions or concerns regarding your TC order or if you would like to request approval for a return or exchange, please email customerservice@trulycharis.com. Please allow 48-72 hours for response.

All items made by Truly Charis meet CPSC requirements.