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Terms & Privacy

By agreeing to our Terms and Conditions you, the customer are confirming that you are 18 years old or over. All products remain the property of Chilled Indigo (a division of Perfectly Chilled Travel Directory LLP, Registered Office: 9 Malvern Road, Worcester, WR2 4LE, United Kingdom) until payment is received for both product and postage. The price applicable is that set at the date on which you place your order.

 Products

We only sell products that are made by independent makers or small businesses in limited quantities and availabilities. Due to the hand crafted nature of the goods there is often slight quirks of difference in each piece. These quirks are what makes each piece special and we value the differences found in the process of making. If you have any queries about a piece you would like to purchase, please get in touch by email – hello@chilledindigo.com and we will answer to the best of our ability and contact the maker directly for confirmation if necessary.

We endeavour to photograph our products to give a true representation of the piece itself, however please take into account that our images may not be to scale. Please make sure you check the measurements listed, but please be aware that the majority of our products are handmade so there may be slight variations as each piece is unique. Also, colours may vary slightly to the ones you see on your own computer screen.

All of our products are priced in GBP (£).These prices are subject to change at any time and may be changed without prior notice. We pay our makers/ small batch suppliers fairly, and sell our goods inline with the  makers recommended retail prices.

Placing an order

When you place an order you will receive a confirmation email to let you know that we have received your order. Our acceptance of your order brings into existence a legally binding contract between us. We do suggest that you keep this email, as we may need you to refer to it should there be any issues with your order.

All orders are subject to availability and confirmation of the order.

In the unlikely case of an error on the website, we will try to resolve the issue but we reserve the right to correct any errors, update any information and/or cancel orders where deemed necessary.

We accept payment from all major credit and debit cards, and payments via PayPal. Card payments are processed securely through payment portal Stripe. Stripe is certified to PCI Service Provider Level 1, the most stringent level of certification. All payments are extremely secure through Stripe. We do not store or share any sensitive payment information.

Payments

Payment will be debited from your account prior to the order being dispatched. Please be aware that all credit/debit card holders are subject to validation checks and authorisation by their card issuer. In the event of a card refusal, we will not accept the order. In this case we will not be liable for delay in dispatch or non delivery.

Postage:

UK DELIVERY

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

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.

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

Should a signature not be received, your parcel will be taken to your local post office 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.

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 goods 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.

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 gift boxes, skincare products or food goods.

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@chilledindigo.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.

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).

Content

The content, copyright and images found on our website have been created by Chilled Indigo and in some cases, our independent makers. Please do not use or reproduce any of the images or site content, without requesting our consent.

We welcome any publicity and use of our content but in return, we do request that we are referenced, credited and linked where possible.

Privacy

We respect your privacy and are committed to protecting your personal data. Any personal information that is collected online will be confidential and will not be shared with other parties. Our online store is hosted by Shopify who provide us with an online ecommerce portal. Your data is stored securely through Shopify's data storage and databases behind a firewall.

We do not have access to, or facility to store, your payment details. We only request personal details which are needed to process any orders you place. We take necessary precautions and follow industry best practices to make sure this information is not lost, misused, accessed, disclosed, altered or destroyed in any way. When you place an online order with us and provide your payment card details, the information is encrypted using secure socket layer technology (SSL).

We can assure you that the information that we collect about you lawfully securely held and will not be passed onto third parties. We will not send you marketing emails unless you have asked to receive updates by signing up to our mailing list. We will not contact you via email unless it is directly relevant to an order you have placed online with us.

If you sign up to our newsletter, we will use your information for this purpose only. You are free to unsubscribe from our mailing list at any time, either by unsubscribing via our newsletters or by contacting us directly to request that you are removed from our mailing list.

Cookies

We use cookies on our website to ensure the best browsing experience for our website visitors and this in turn allows certain aspects of the website to function correctly. Cookies are small files that can be found on your computer's hard drive. For further details please consult the help menu in your web browser. 

Please be advised that you have the ability to disable cookies in your browser, or delete them when leaving our website.

Please don't hesitate to contact us at hello@chilledindigo.com  if you have any questions about using our website.