Championing independents - Celebrating originality
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FAQ

A product I would like is sold out, will you be restocking?

We have some products which we will continue to restock or can be made to order, however some goods in our collections will change seasonally. If you would like to find out about a product or order one in advance, please contact us at hello@chilledindigo.com

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What payment methods do you accept?

We accept all major payments; Amex, Apple Pay, Google Pay, Maestro,MasterCard, Visa and Shop Pay.

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Do you offer next day delivery?

Due to the covid situation, royal mail can not guarantee next day delivery, so we do not offer this service at the moment to avoid disappointment.

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How do I use a promo code?

You simply enter the promo code in checkout. Your promo code can not be applied with any other discounts or sale items.

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How do I know if my order has gone through successfully?

Once you have placed your order you will receive an email to let you know your order has been confirmed.

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Is it possible to add items to my order once it has been placed?

Unfortunately, once you have placed your order you cannot add more to your order. However, if you place a new order before we send confirmation that your original order has been dispatched and contact us as soon as possible, we will refund the second postage cost and send both orders in one parcel.

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Is it possible to cancel my order?

If the item has not been despatched, you can cancel the order. Please contact us as soon as possible. if your order has already been sent you will have to return it to us.

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How long does it take for my order to arrive?

We aim to despatch all of our orders within 1-3 business days. If you have pre-ordered a product, we will email you with the lead time. You will be notified with the tracking number once your order has been dispatched.

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It says my order has been dispatched but it has not arrived?

If you have received a despatch email, please use the tracking number to locate your parcel. Please contact us at hello@chilledindigo.com if there is an issue with the tracking service.

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My order has arrived but it is incomplete?

Although it is rare sometimes we do experience stock errors and the item is no longer in stock. If this occurs we will email you to let you know and offer an exchange or refund on the missing item. 

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The product I have ordered looks slightly different to the image online?

Please note that as all pieces are individually handmade, so there can be slight variations between each piece, making each piece unique and may vary slightly from the ones shown online.

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Do you offer gift cards?

If you buy an e-gift card it will be delivered by email and contain instructions to redeem it at checkout. Our online e-gift cards have no additional processing fees.

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Help! I’ve forgotten my password

Please click on the person icon, which you will find in the top right corner of our website, and click on ‘Forgotten your password’, enter your email address and click ‘continue’ to receive a password reset email. Once that’s arrived, click on 'change password', which will take you back to our website. There, you’ll be prompted to enter and save a new password, so that you can enjoy using your account again.

You will then receive the password reset email within a few minutes (be sure to check your junk mail folder) Please also be aware that it will only be valid for 24 hours and, if you have any trouble, please contact us and we’ll be happy to support further.