Cancellations
Since orders are dispatched promptly, we are unable to cancel orders after you have received your order confirmation email.
If your order has already been sent out, you may still be able to cancel your order under the Distance Selling Regulations, and to do so, simply email us on [email protected] and we will be able to assist with your return, you will then need to return your order to the address provided on the email within 14 calendar days marking the returns code on your dispatch note as cancelled. Otherwise, you should follow our online refund policy. (Please not, returns are not accepted on second hand items, pierced jewellery and any other items excluded from returns and refunds, please see T&C’s and refund policy).
Provided you have notified us on the dispatch note that you wish to cancel your order under the Distance Selling Regulations, and the return also meets the terms of our returns and refund policy, you will be entitled to a full refund excluding delivery charges if applicable. If your original order qualified for free shipping, the cost of the shipping accrued by us will be deducted from the refund amount. You are also responsible for paying the full cost of the returns postage. You will need to return your order via Royal Mail special delivery tracked and signed guaranteed by 1pm next day (excludes weekends). Insured through Royal Mail up to £500. After your return has been sent by you, you will then need to email us the tracking number, royal mail will be responsible for any loss or damage to items during the delivery period, and any loss or damage must be claimed back from them by yourself.
You may cancel your contract in respect of the following items provided that it is in its original condition (including the packaging where it forms part of the goods, for example, boxed garments and gift items). Also items must not have been worn, assembled or used and any seals on the product remain unbroken.
You cannot cancel your contract in respect of pierced earrings, second hand, made to measure/order goods or perishable goods unless they are faulty, or incorrect.
If a return is granted and the item is damaged or lost during returned delivery you must claim this back from the delivery company, (we are not responsible for damage or loss during return delivery).
If you wish to return your order outside of the cancellation time period specified above, please refer to our online refund policy.
Where you have failed to take reasonable care of the goods, we reserve the right to refund you in full less any amounts due by way of compensation to either repair the goods or to cover any loss. We also reserve the right to reject any refund at all. In this case the item will be returned to you at your cost.
Online Refund Policy
We do not accept returns on pierced earrings, second hand goods, hampers, bespoke, made to measure, gift cards and perishable items.
To organise a refund you must email us on [email protected] to do so. Please do not return your items before we respond to you, as your return will not be accepted if you do so.
We want you to be happy with every purchase you make. Accordingly, you may inspect the items you buy as if you were in our store. However, whilst you are deciding whether to keep your purchases, you do have a statutory duty to take reasonable care of our goods. Therefore, please do not damage the items whilst you inspect them or try them on for size (this also includes the packaging). You must ensure that you return the original undamaged packaging along with the item/s you wish to return.
Where you have failed to take reasonable care of the goods, whether whilst in your possession or when returning them, we reserve the right to refund you in full less any amounts due by way of compensation to either repair the goods or to cover any loss. We also reserve the right to reject the refund all together, in this case the item will be returned to you at your own cost.
If you wish to return a product you have purchased from our website, making note of any non-returnable products, you may do so: Within 14 days by post from the day you receive the goods, and we will refund you in full via the original payment method used. If you return your purchase after this period but within 28 days, we will issue you with a Chandler Warren eVoucher to the value of the item. We may be able to exchange products by post, to do so please first email us on [email protected] to do so. In the case of an exchange we will not refund any postage charges, and the original postage cost will not be taken off the product you wish to exchange for. You are also responsible for paying the return postage and the postage for the new item to be delivered to you.
Please note:
Any returned items must be in their original unworn condition, including any packaging that is part of the goods, and any seals and tags must be intact and attached. We reserve the right to refuse your return, in this case we will return the item to you, at your own cost.
Provided you have notified us on the dispatch note that you wish to cancel your order under the Distance Selling Regulations, and the return also meets the terms of our online refund policy, you will be entitled to a full refund excluding delivery charges if applicable. You will also be responsible for paying the returns postage.
PayPal Purchases will be refunded into the PayPal account that you payed with.
Where special conditions are attached to your purchase/order, this refund policy will not apply, and the special conditions will take priority.
No refund or exchange will be given without a receipt or other proof of purchase.
Where promotional discounts are applied to orders, the discount will be applied to each item in the basket. In the event of a return, you will not be refunded the discounted proportion.
If you return your purchase by post after the 28 day period, we reserve the right to not offer you a refund in full. We will, instead, return your purchase to you, and prior to sending it out, we will charge you the delivery fee that is applicable to the product purchased and the location to which your returns will be delivered.
If your item is faulty please organise a return or other resolutions by emailing [email protected]. From there we will help to resolve any issues with your faulty item. We may ask for photos and a detailed description of the faulty item. Once we have said you can return the faulty items to us you must return the items via secure delivery (UK Royal Mail 2nd Class Signed for, or higher delivery method, and the item must be insured for the full value) and cover the cost of the return shipping yourself. Once the item has been returned to us we will inspect the item. If your item is accepted as faulty during our inspection we will either repair your item, send you a replacement or refund your item (including original shipping cost), whichever we feel is best. Your returns postage for the faulty item will then be refunded to you also. On the occasion that your item is not accepted as faulty by us during inspection we will contact you and organise returning the item to you at your own cost, your shipping charges will not be refunded.
Our online refund policy does not affect your statutory rights in respect of faulty, incorrect or damaged goods.
Items sent as a free gift will also need to be returned if you return your order, otherwise the value of these will be deducted from the refund.
Please note that if a free delivery code is used on the original order, this may effect how much you are refunded. Please see the ‘Promotional Codes and Free Delivery’ section for more information on this.
All items must be returned in their original box/ bag, the refund will be refused if the box/ bag is not present or is damaged.
Non-Returnable Products
The Velvet Pig Gift Cards and Gift Vouchers, pierced earrings, second hand items, hampers, made-to-measure items and ‘free’ items cannot be returned within the terms of our refund policy. Other items may be added to this list from time to time. This does not affect your statutory rights in respect of faulty, incorrect or damaged goods. Items sent as a free gift will also need to be returned if you return your order, otherwise the value of these will be deducted from the refund.
Need help?
Contact us at [email protected] or via our contact form or social media.