Returns, Refunds & Cancellations Policy

At ChiVelour, we take great care in curating and packaging every order. If you need to return an item, the guidance below explains your rights and our process clearly.

1. Right to Cancel (Non-Bespoke Items)

If you have purchased a standard (non-personalised) ChiVelour box or item, you have the right to cancel your order within 14 days of receiving your goods, without providing a reason.

To exercise your right to cancel, you must notify us in writing within the 14-day period.

2. Items Excluded from Returns

The right to cancel or return does not apply to the following items:

• Bespoke or personalised items, including custom-curated boxes or items selected to your specification

• Perishable goods or items likely to deteriorate or expire rapidly (e.g. food, flowers, beverages)

• Sealed items that are not suitable for return for health or hygiene reasons once unsealed, including but not limited to:

  • Earrings and jewellery worn close to the skin

  • Cosmetics, skincare, fragrances, or beauty products

These exclusions are in line with UK Consumer Contracts Regulations.

3. Condition of Returned Items

Where a return is accepted, items must be:

• Unused and unopened

• In their original packaging

• In a resalable condition, free from damage, marks, or alteration

We reserve the right to refuse a refund if items show signs of use or are returned in an unsatisfactory condition.

4. How to Request a Return

To initiate a return, please contact us at: concierge@chivelour.com

Include your order number and reason for return. Once approved, we will provide return instructions.

5. Return Shipping Costs

• Customers are responsible for return postage costs, unless the item is faulty or incorrect

• We strongly recommend using a tracked and insured delivery service, as we cannot accept responsibility for items lost in transit

6. Refunds

• Once your return is received and inspected, we will notify you of the outcome

• Approved refunds will be processed to your original payment method within 14 days

• Original delivery charges are non-refundable unless the return is due to a fault or error on our part

7. Faulty or Incorrect Items

If you receive an item that is faulty, damaged, or incorrect, please contact us within 48 hours of delivery with photographs where possible. We will arrange a replacement or full refund, including return postage where applicable.

8. Cancellations Before Dispatch

Orders may be cancelled before dispatch by contacting us as soon as possible. Once an order has been dispatched, standard return rules apply.

9. Contact Us

If you have any questions regarding returns, refunds, or cancellations, please contact: concierge@chivelour.com