our SHIPPING & delivery policy
Order Processing & Shipping
Once your order has been placed, we aim to process and dispatch your order within 5 working days. Please note that processing times may vary slightly during busy periods, sales, or holidays.
You will receive confirmation once your order has been dispatched, including any available tracking information. Delivery times begin once your order has been dispatched and are dependent on the delivery service and postage company.
our RETURNS policy
We really hope you are happy with your purchase, however if you are not completely satisfied with your order, we do accept returns within 14 days of the date you receive your order, provided the items meet the conditions outlined below.
(This returns policy is applicable for all purchased items and does not apply to items “on loan”)
Eligibility for Returns
To be eligible for a return, items must:
- Be returned within 14 days of receiving your order.
- Be unworn and unwashed.
- Be in the original condition the item was received in and suitable for resale.
- Have all original tags and labels attached and intact.
- Not show any signs of use / wear, damage, staining, odour or alteration.
We reserve the right to refuse a return if an item does not meet these conditions.
How to Return an Item
To request a return, please contact us using our customer service contact details before sending your item back.
Chicoco.customerservice@gmail.com
When contacting us, please provide:
- Your name and order number
- The item(s) you wish to return.
- The reason for the return, and any images you see fit to include.
Once a return is requested we will get back to you within 5 working days.
We will provide you with the return instructions, including address and postage requirements, as well as any other information you need to complete your return.
Please do not send items back without contacting us first, as this may delay the processing of your return.
Customers are responsible for ensuring that returned items are packaged securely and reach us in their original condition.
Return Shipping
Unless the item is faulty, damaged or incorrect, the cost of returning an item is the responsibility of the customer.
We politely request that the customer use a tracked delivery service when returning an item, and give us this tracking information, as we cannot be responsible for items that are lost or damaged while being returned to us.
Refunds
Once we receive your returned item, we will inspect it to ensure that it meets the return conditions outlined above.
We aim to process eligible returns within 5 business days of receiving the returned item.
Once your return has been approved, the full amount paid for the item (excluding postage costs / international tariffs and taxes) will be issued to the original payment method used for the purchase. Please allow additional time for your bank or payment provider to process and display the refund in your account.
If a returned item does not meet our return requirements, we will contact you regarding the item and the available options.
Faulty, Damaged or Incorrect Items
If you receive an item that is faulty, damaged or different from the item you ordered, please contact us as soon as possible with your name, order number and photographs of the issue.
We will aim to get back to you within 5 working days, assess the issue and, where appropriate, arrange a replacement, refund or other suitable resolution in accordance with your legal rights.
Wear and Tear & Washing Instructions
We cannot accept responsibility for damage once the item is worn / used caused by general wear and tear, misuse, washing and improper care or failure to follow the garment's washing and care instructions.
Please always follow the care instructions provided with your garment to help maintain its quality and appearance, if one is not provided please do feel free to reach out and we will do our best to advise you on how to care for your item.
Your Legal Rights
This returns policy does not affect your statutory rights. Nothing in this policy is intended to limit or exclude any rights you may have under applicable consumer protection laws.
Questions About Returns
If you have any questions about our returns policy or are unsure whether an item is eligible for return, please contact us before purchasing or before sending an item back and we are more than happy to help you.
Returns & Customer Service email:
Chicoco.customerservice@gmail.com