Returns & Refunds

1. Change-of-Mind Returns

In addition to our worldwide 14-day withdrawal service and your mandatory consumer rights, we offer a separate 30-day return window for eligible change-of-mind returns.

To qualify under our 30-day commercial return policy, your return request must be made within 30 days from the date your order is delivered.

2. Our Worldwide 14-Day Withdrawal Service

CHICCASEN offers this withdrawal service for online purchases delivered to every destination we serve. You can give notice before delivery or within 14 calendar days after you or a person you nominate, other than the carrier, receives the goods. For items from one order delivered separately, our period runs from receipt of the last item.

This is a CHICCASEN service commitment in addition to your mandatory consumer rights. Applicable EU, UK and other local statutory cancellation rights continue alongside this service. Any applicable extension, longer mandatory period or more favourable local right remains available. Our additional 30-day commercial return policy remains separate.

Use Withdraw from contract or send a clear declaration to customercare@chiccasen.com. No account, reason or customer-care approval is required to give notice. Send your declaration before the applicable deadline. The online function records it and sends a receipt; this does not itself promise that a parcel has been stopped or a refund completed.

Unless we have offered to collect the goods, send them back without undue delay and within 14 calendar days after notifying us. Contact customer care promptly for the correct return country, address and postage arrangement. Arranging return logistics does not delay your notice or replace the return period. A longer mandatory return period takes priority.

Refunds under our worldwide 14-day withdrawal service: we reimburse without undue delay and no later than 14 calendar days after you inform us of your withdrawal. For goods, we may withhold reimbursement until we receive them back or you provide evidence of sending them back, whichever is earlier, unless we have offered to collect them. These service terms apply to every destination we serve and do not reduce any more favourable mandatory right.

UK statutory cancellation rights: where we have not offered to collect the goods, UK law requires reimbursement without undue delay and no later than 14 days after we receive them back or you provide evidence of sending them back, whichever is earlier. If we have offered to collect them, the statutory deadline is no later than 14 days after you inform us of cancellation. Our worldwide service terms above apply where they give you a more favourable result.

Reimbursement includes any standard initial delivery charge paid. The extra cost of a delivery upgrade you chose above standard delivery is not included. We use the original payment method unless you expressly agree otherwise, without a refund fee.

You may inspect the goods as you would in a shop. Any reduction for handling beyond what is necessary to establish their nature, characteristics and functioning is made only as permitted by applicable law. A sale label, opened packaging or missing original packaging does not by itself remove this 14-day service or a statutory withdrawal right. The commercial conditions and seven-day instruction below do not shorten this service or your mandatory rights.

Where relevant, see EU consumer withdrawal guidance and UK statutory reimbursement rules. Consumers in every destination retain all mandatory rights that apply to their purchase.

3. Conditions for Our Commercial Return Policy

For the additional 30-day commercial return policy, where neither our 14-day withdrawal service nor statutory withdrawal conditions apply, returned items should:

• be unused and in resalable condition;
• include the original packaging and included accessories or protective materials where reasonably possible; and
• not show damage caused after delivery.

We may reduce or refuse a commercial-policy refund where these conditions are not met. Our 14-day service, permitted inspection and statutory withdrawal are governed by the section above and applicable law. Rights for faulty or misdescribed goods remain unaffected.

4. Commercial Return Exclusions

The following exclusions apply only to our additional commercial return policy, not to our 14-day withdrawal service, statutory withdrawal or another mandatory remedy:

• gift cards;
• final-sale or clearance items clearly marked as excluded from the commercial return policy when purchased; and
• items returned incomplete or materially damaged through customer handling after delivery.

Discounted goods retain the statutory rights that apply to them. We do not treat a sale label or ordinary product inspection as a blanket exclusion from those rights.

5. Damaged, Defective, or Incorrect Items

Please inspect your order as soon as possible after delivery.

If your order arrives damaged, defective, or incorrect, please contact us as soon as reasonably possible, so that we can investigate and assist you promptly. Reporting promptly helps us investigate; this does not limit any statutory right.

To help us review your claim quickly, please email us with:

• your order number;
• a brief description of the issue; and
• clear photos and/or videos of the item and, where relevant, the outer packaging.

We aim to review your report and provide the next steps within 3 days. The appropriate remedy depends on the issue and your applicable legal rights; we will explain whether a replacement, repair, price adjustment or refund is appropriate. Store credit is offered only if you choose it, where a monetary refund is due. A carrier investigation or refund posting may take longer than this initial review.

6. How to Give Notice or Start a Return

To use our worldwide 14-day withdrawal service or exercise statutory cancellation, use Withdraw from contract or email customercare@chiccasen.com with a clear declaration. Include your name, information identifying the purchase and the email address for your receipt. An order number is helpful, but you may identify the contract in another clear way. A reason or photographs are not required for a change-of-mind withdrawal notice.

Return methods and addresses can differ by country. Customer care selects the appropriate return country, recipient, address, method, any label option and postage arrangement for your order. Published instructions appear on your private order-care page and, if you have an account, in your account centre; we also send an email copy. Check these instructions before posting; our registered office is not an authorised return address. Waiting for instructions does not change the time at which we recorded your notice. We will not reject an otherwise timely request because we delayed providing the return address. Applicable legal deadlines and your statutory rights remain unchanged. Arranging the return is separate from giving notice and does not make our withdrawal service or statutory cancellation subject to approval.

For our additional 30-day commercial return policy, select the 30-day return request option through your order’s Cancel / return button, or email customer care with your order reference and the items you wish to return. Where neither our 14-day withdrawal service nor a statutory return period applies, send an approved commercial return within 7 days of receiving the return instructions. If you need more time, contact us before that deadline. The 14-day service return period and any more favourable statutory period take priority.

For damage, a defect or an incorrect item, describe the issue and include clear photographs where relevant so we can arrange the appropriate remedy.

7. Return Shipping and Packaging

For eligible change-of-mind returns, customers pay return postage unless applicable law requires otherwise. Contact customer care before choosing a carrier so you can confirm the destination country, address, available label options and any quoted charge. We do not publish a single fixed return-postage price for all destinations.

For damaged, defective or incorrect items, customer care confirms the return method and postage arrangement for the specific case, in accordance with your mandatory rights. Please do not purchase a return label until we have confirmed the instructions.

Package the item securely, use tracked postage and retain the receipt and tracking number. Send the tracking number to customer care so we can follow the return.

8. Refunds

Refunds under our worldwide 14-day withdrawal service: we reimburse without undue delay and no later than 14 calendar days after you inform us of your withdrawal. For goods, we may withhold reimbursement until we receive them back or you provide evidence of sending them back, whichever is earlier, unless we have offered to collect them. These service terms apply to every destination we serve and do not reduce any more favourable mandatory right.

UK statutory cancellation rights: where we have not offered to collect the goods, UK law requires reimbursement without undue delay and no later than 14 days after we receive them back or you provide evidence of sending them back, whichever is earlier. If we have offered to collect them, the statutory deadline is no later than 14 days after you inform us of cancellation. Our worldwide service terms above apply where they give you a more favourable result.

For our additional commercial return policy, we aim to inspect the item and tell you the outcome within 3 days of receipt. Approved commercial refunds are returned to the original payment method and usually take 5–10 business days after approval, depending on your payment provider. These operational estimates do not restart or extend our 14-day withdrawal-service deadline or any statutory deadline. We will explain any next step if more information is needed.

9. Original Shipping Charges

Standard delivery is complimentary. If you selected an optional paid delivery upgrade at checkout, that upgrade charge is generally non-refundable for change-of-mind returns unless otherwise required by applicable law.

If a refund is approved because the item was defective, damaged on arrival, or incorrect, we will determine the appropriate refund amount in line with the circumstances and applicable consumer rights.

10. Exchanges

You can request an exchange through our customer care team. Exchange requests are reviewed and arranged subject to customer-care approval, item availability and the return conditions that apply to your request under this Policy.

Please contact us at customercare@chiccasen.com before sending an item back. We will review your request, confirm whether an exchange can be arranged and provide the next steps. Your statutory rights are unaffected.

11. Withdrawal and Dispatch Changes

You can give notice under our worldwide 14-day withdrawal service or an applicable statutory right using Withdraw from contract or customercare@chiccasen.com, before delivery or within 14 calendar days after receipt, or during a longer period required by applicable law. A valid notice does not depend on whether we can stop the parcel.

For an address change or a request to stop an unshipped parcel, contact customer care as soon as possible with your order reference. We will do our best to help before shipment processing. Once dispatched, parcels cannot be redirected; customer care will explain the return arrangements where needed. A logistics request is separate from your withdrawal declaration.

12. Contact Us

If you have any questions about this Return & Refund Policy, please contact us at:

Email: customercare@chiccasen.com
Brand: Chiccasen