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Shipping & Returns

Returns

Under the EU Distance Selling Regulations and the Consumer Rights Directive (CRD), you are entitled to return an order for a full refund (to include the delivery charge if applicable), provided you are returning the entire order and have informed Chaleureuse within 7 working days of receiving it.

Whatever your reason for returning your purchase, Chaleureuse offers a 21-day no-quibble return policy. Please email info@chaleureuse.co.uk to request a return authorisation code to include with your return. Your purchases will need to be unused and received in a re-saleable condition with original packaging. Unless you are returning your purchases because they are defective, damaged or not as specified on your order confirmation, returns will be at your own expense. As such, Chaleureuse recommends that you make your returns using a trackable delivery service and ask for proof of postage. Regrettably, proof of postage is not proof of receipt by Chaleureuse of your returned items and it is responsible for your parcel only once it has been received at the Chaleureuse business address. No responsibility is taken for lost or damaged parcels.

If you would like to place an order for a replacement product if one is available, Chaleureuse will send this out to you once it has received the returned item and standard delivery charges will apply. If you are returning the item because it is damaged, please do not dispose of it before contacting us since Chaleureuse will need photographic evidence of the damage. If the value of the replacement item is less than the original item, Chaleureuse will refund you the difference by the same payment method used to make the purchase. If it is greater, additional payment will be required before the replacement item can be despatched.

In order for Chaleureuse to make a full refund on items that have arrived damaged or incomplete, notification must be received within two days of receiving the order.

On international orders, Chaleureuse regrets that it is only able to issue refunds on items that have arrived damaged and does not offer any exchange.

Chaleureuse aims to refund within 5 working days of receipt of your returned items and will email you to let you know when the refund has been issued. If you would like to return a product or exchange it, please email info@chaleureuse.co.uk.

Complaints

Chaleureuse hopes that your shopping experience will give you no reason to complain but, if, for any reason, you are not entirely happy or satisfied with its products or services, please contact Annie Sparks at info@chaleureuse.co.uk or call her on 07795 247107. Chaleureuse takes all complaints seriously and will aim to reply to your complaint within 24 hours of receiving it.

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