Refund policy

We want you to be completely happy with your purchase but if for any reason you are not entirely satisfied with an item please contact us immediately so that we can resolve any issues as soon as possible.

Customers must contact us within 14 days from the date of receipt of goods to return any unwanted purchase and have a further 14 days to return the goods once you have notified us.  To be eligible for a return, your item must be in the original condition that you received it, unworn or unused, with tags, and in its original packaging.  If the item is not returned in its original condition, the customer is responsible for any loss in value.  We will refund an item if it is faulty after a thorough check of the item.  

 

Exceptions / Non-returnable Items

Custom or personalised orders cannot be returned unless they arrive damaged or defective.  It is understood that the customer has fully agreed to all the design specifications and customisations before delivery.

Please note that stock listed in our Super Seconds Saturday collection is sold as final sale and our returns/refunds policy does not apply to it.  Imperfections on this stock are advertised and heavily discounted for this reason so customers are aware before they purchase.

We are not responsible for items that were broken by the customer because of mishandling and cannot issue a refund for these.

Unfortunately, we cannot accept returns on gift cards. 

 

Goods Purchased from Stockists

If you have any issues or wish to return a product that was purchased from one of our stockists, please contact the shop it was bought from directly.  As the contract of sale is with that particular retailer and not ourselves, we are unfortunately unable to offer any refunds or exchanges on these purchases.

 

Processing Your Refund

We will issue a full refund on receipt, excluding the original delivery charge.  Delivery charges are only refundable where goods are faulty and a refund is made.  If you have ordered the incorrect size for an item then this is your responsibility and the cost of returning the item to us is the customer’s responsibility if a refund is required.  For your own protection we recommend that you send the parcel using a delivery service that insures you for the value of the goods.  Please be aware that Royal Mail Special Delivery is the only service that insures items of precious metal against loss or damage.  If these goods are sent using any other service they are not eligible for compensation.

To initiate a return, contact us at sales@chamareldesigns.com.  We will send instructions on how and where to send your package.  We will notify you once we’ve received and inspected your return and let you know if/when the refund was approved or not.  If approved, you’ll be automatically refunded back on to your original payment method.  Please allow up to 14 working days for a refund to be processed.  If for any reason you have not received your refund after this period of time, please contact us so that we can resolve the issue promptly.

Import Duties & Taxes

We are not responsible for any customs or VAT fees as they are imposed by the customer's country.  Having to pay these fees in order to receive your goods cannot be a valid reason for a return as they are the legal obligation of the customer.  Any case where the customer refuses to pay these fees, a refund less shipping fees will be issued after we receive the goods back. Similarly, any customs or VAT fees charged to us because of goods being returned from another country will be deducted from your refund amount, along with the original delivery charge.  Please make sure you are familiar with your country’s customs and tax laws before ordering from us to avoid any issues as we are based in the UK.

You can always contact us for any returns queries at sales@chamareldesigns.com.