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Delivery & Returns

UK DELIVERY

We use Royal Mail signed for service for the majority of our shipments and where necessary employ the services of alternative couriers for larger orders. We aim to dispatch all orders from 1-3 days.

Delivery within mainland UK is £4.95 per order.  UK orders will usually arrive within 2-5 working days of being dispatched

NB: Due to Covid-19 there may be delays on postage and dispatching.

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PACKAGING

We strive to be environmentally friendly and are constantly reviewing where we can minimise any waste in our business. Where possible we try to reuse packaging and boxes that our makers use to send out their orders, and it would be super if our customers could also reuse the packaging they receive from us.

When sending orders we try to use as little packaging as possible, but fragile items will require robust biodegradable paper ‘bubble wrap’ to protect them during transit. To cut down on waste, we do not include paper invoices in our orders (unless specifically requested). 

Orders will be dispatched using the Royal Mail Signed For service. We aim to dispatch all orders from 1-3 days. Your order should arrive 2-5 working days after dispatch and will require a signature upon delivery. Should a signature not be received, your parcel will be taken to your local dispatch depot and it will be your responsibility to arrange collection or redelivery (no cost) on a day to suit you - this will need to be done within 2 weeks or your order will be sent back to us. We can not be held responsible for delays should this happen and you will be charged for the 2nd dispatch.

The goods can only be delivered to the address provided by the customer. Costs which are incurred due to incorrect address information, may be passed on to  you, the customer. Occasionally, circumstances beyond our control can delay the delivery date. We cannot accept liability for any inconvenience that may be caused by the delay.

Please note: Royal Mail & couriers are using contactless delivery at the moment which means that when your order is delivered, the driver will knock at the door and the box will be left on your doorstep for you to pick up. Your name  and an image will be taken as proof of delivery, instead of you having to sign for the parcel.

In the unlikely event that a product purchased is sold out, Chilled Indigo has the right to refund you or offer an exchange. As we sell independently made good that are made in limited runs, this means that we may sell out of products and have to wait up to 6 weeks for them to be made.

Please be aware that deliveries may take a little longer than usual at the moment. You will receive an email confirmation of dispatch with a tracking number.

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International delivery:

We are currently sending out orders within the UK only.

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Returns

We hope that you love our products, however, should you wish to return anything to us please contact us by email at hello@chilledindigo.com  before sending the items back to us. Please note, we are unable to cover the costs incurred for returning unwanted goods. The customer is responsible for these costs – items must be returned within 7 days of purchase and for refunds we expect the items to returned unused, undamaged and in original packaging.

The order will then be checked to make sure it meets these conditions and a refund will be processed. Refunds can only be made to the original card used for payment and may take up to 7 days to reach you (depending on your bank)

Please note that the parcel is your responsibility until it reaches us, so please wrap goods safely in the original packaging and please retain proof of postage from your post office or courier. We cannot be held responsible for returns damaged or lost in transit.

Please note, we are unable to refund for skincare or food goods.

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Damaged items

The products are checked before sending and are packed with care to ensure that the items reach you in perfect condition.

In the unlikely event that you receive broken or damaged goods, please let us know within 2 days of receiving the parcel by emailing us at  hello@chilledimdigo.com Please include your order number, contact details and an image of the damaged item. We will then do our best to rectify the issue and issue a refund or exchange.

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Please contact us before returning the item. If a replacement is not possible for any reason, we will be happy to refund you in full or offer an exchange.

We would advise that you use a registered delivery service as we cannot be held responsible for goods being lost in transit. The courier is your point of contact for lost or damaged items. Please keep the proof of postage as we will need this for our records in order to reimburse you the correct amount.

Should you receive an incorrect item in your order, please follow the above information, ensuring to contact us first and we will reimbursed the cost of returning to us (receipt of posting will be required).