We hope you love our products as much as we do! If you would like to request a return, please email us at customercare-uk@chantecaille.com with the following details:

• Your order number
• The exact name(s) of the item(s) you are returning
• The reason for your return
• The condition of the item(s) (unopened, unused, damaged, etc.)
• Clear photo(s) of the product and/or issue

Please note: items that have been opened or tested in any way will not be accepted for return.

Return Conditions

• Returns must be requested within 30 days of purchase.
• Only items purchased on Chantecaille.co.uk are eligible for return or exchange, we cannot accept items purchased in-store or from other retailers.
• Skincare, cosmetics, and other personal-use items cannot be returned once opened or if the hygiene seal is broken, unless the item is faulty.
• If you are returning a set or bundle, all items in that set or bundle must be returned together.
• Samples, free gifts, gift-with-purchase items must be returned unused/unopened to process your return. Otherwise, only an exchange will be offered.
  
• Gift Cards are non-refundable and cannot be cancelled once issued.

Damaged or Faulty Goods

• Report damaged or faulty items to Customer Care within 48 hours of delivery
• Include photos of the damaged/faulty product(s)
• If package arrives damaged: refuse delivery or sign as “received damaged” and contact Customer Care within 48 hours to arrange an exchange
• Damage from misuse, accidents, or normal wear and tear is not covered

How to Return

• You are responsible for arranging and paying for the return of items to us.
• All returns must be sent via tracked delivery to ensure safe receipt.
• If your package is damaged during shipment, please save the box and merchandise and contact us immediately, including your order number for expedited service.

Refunds & Processing

• Only the price paid for the returned item(s) will be refunded.
• Once we receive your returned item(s), please allow up to 12 business days for processing and email confirmation.
• Orders cannot be cancelled or adjusted once placed, they must be delivered and then returned in accordance with this policy for a refund or exchange.

Policy Enforcement

• Returns that violate our policy will be sent back to you.
• We reserve the right to refuse returns we deem excessive, unusual, or abusive, including items re-sent at no cost as a goodwill gesture.