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© Copyright 2016.  Chelline

CUSTOMER CARE

 

Have any questions or concerns ? We’re always ready to help! Call us at +44 74 88 308 480 or send us an email at inf0@chelline.com

Monday - Friday 9:30am - 17:00pm GB Time

Saturday 10:00am - 13:00pm

Sunday appointment only

Studio Address by appointment 

FAQ

 
How do I track my order?

You can track your order live!If you've got any questions, get in touch via our email info@chelline.com or twitter.

 

Don’t worry if you haven’t received a dispatch email from us yet, we will be working exceptionally hard to make sure your order reaches you within your delivery timescale and we will be in touch. Once you’ve received your dispatch email from us, you can track your order live! via our Couriers or Royal Mail

What are your delivery options?

FREE SHIPPING FOR ORDERS OVER £100 - UK ONLY

We deliver direct to your door with our couriers and Royal Mail We dispatch your Chelline parcels Monday to Friday before 3pm. Please note, our couriers do not operate on Bank Holidays and we're closed Sunday.

For other, orders the following rates apply:

  • UK Standard - £3.99 

  • UK Express £7.99 (email us first before info@chelline.com)

  • Europe - £7.99

  • USA& Canada - £9.99

  • Rest of the World - £19.99

Parcels over 2kg - to be advised

How do I return an item?

To initiate a return for your parcel  please follow the process below:

Please note: Returns sent are at the customers own cost and liability.

1. Re-pack the item in its original packaging or in a secure, waterproof package with labels and tags still attached.

2. Cover your address label with the Chelline returns label found on the your delivery or request one via email info@chelline.com

3. Return the package by using your local Post Office counters and obtain proof of postage from the Post Office. Please do not post the package through the post box without obtaining a certificate of posting.

4. Keep your certificate of postage safe as you will need this as your proof of return. There is a returns label included in your parcel.

How Long Will My Refund Take To Be Processed ?

If you are an EEA customer and you have exercised your legal right to change your mind and cancel your order, we will refund you within 14 days from the day we receive your items back from you or (if earlier) within 14 days from the day you provide us with evidence that you have sent them back to us.

If you are an EEA customer and you have returned faulty items and asked for a refund, we will process your refund within 14 days of the date we agree that you are entitled to a refund.

For other customers, it may take up to 21 days for your refund to be processed after you have returned your item(s) to our warehouse.

Faulty products returned by you will be refunded in full, including a refund for the delivery charges for sending the item and the reasonable costs of return. However if there is more than the returned faulty item in the same order, the delivery charge will not be refunded.

What If No One Is In?

A signature may not always be required for delivery and if there is no one available to take delivery our carriers may attempt to leave it with a neighbour or in a safe, secure location. A card may be left to advise this to you, or to confirm that the parcel has been returned to the local depot. You can then contact them to arrange collection or to schedule a new delivery date.

Do you provide International delivery?
 

We aim to dispatch your order within 48 hours of receipt for ready made garments and accessories, excluding weekends and Public Holidays. 

FOR GUIDANCE PURPOSES, Delivery can take up to two weeks.

  • Europe - £7.99

  • USA& Canada - £9.99

  • Rest of the World - £19.99

Parcels over 2kg - to be advised

Will I Be Charged Customs And Import Duties?

Depending on the value of your order, your Chelline parcel may or may not be charged customs or import duties. If your parcel is charged, it is up to the person receiving the parcel to cover these costs.

Unfortunately, these charges are out of Chelline's hands, and vary widely from country to country, so we’re unable to predict what your particular charges may be. For more accurate information, we’d suggest getting in touch with your local customs office so you’re not surprised if there are any unexpected delivery charges at your end.

What is your returns policy?
 

To initiate a return please email us on info@chelline.com   we will then deal with your query for ready-to-wear garments we can exchange or refund , you cannot return made-to-measure items as they are specifically made to your measurements , they can only be altered & returned back to you at the customers expense

1.  Customer will pay for the delivery to return the items, exchange for a different size or different garment of equivalent value based on stock availability, or a store credit. Within 14 working days of us receiving the returned items, either:

1.1. The refund amount will be credited to your credit or debit card via PAYPAL

1.2 You will receive your exchanged item

1.3 You will receive a Chelline store credit

1.4 In all cases, the items returned must be in their original condition, unworn/unused, in their original packaging with all tags still attached. (If the goods were delivered to you without tags you must advise us by email to this effect within 24 hours of receipt.)

1.5 When trying on items of clothing, please ensure that you are not wearing perfume or a deodorant, which may leave a scent or marks on the item.

1.6. Once your return email has been submitted you will receive an email to confirm that your return has been logged, you will then be asked to post it via your local  post office with ttack service at your expense

1.7 Please ensure your return includes a copy of your original invoice and/or order number.

1.8 If an item you receive is considered by you to be damaged or faulty, please submit a returns request via email and we will take up the matter and possibly refund you or replace the item at our cost, subject to availability.

1.9 Items that are damaged as a result of wear and tear are not considered to be faulty and will not be accepted for a return or exchange.

2.. NON-RETURNABLE ITEMS

·         SALE, clearance or made to order items

·         Earrings for pierced ears

·         Customised jewellery

·         Returns after 30 days