Refund and Returns Policy

This policy applies to purchases made directly through chapterandcharm.co.uk. It does not affect your statutory rights.

Cancelling or changing an order before dispatch

If you need to cancel or amend an order, please contact us as soon as possible at contact@chapterandcharm.co.uk.

We will do our best to help, but we cannot guarantee that an order can be changed or cancelled once it has been prepared or dispatched.

Your right to cancel

For most products purchased online, you have the right to cancel your order within 14 days of receiving it without giving a reason.

To cancel, email contact@chapterandcharm.co.uk within 14 days of receiving your order. Please include your name, order number and confirmation that you wish to cancel.

After notifying us, you must return the eligible goods within a further 14 days. We will provide the return address after receiving your cancellation request.

Condition of returned items

You may inspect an item as you would in a shop. You are responsible for any reduction in value caused by handling beyond what is necessary to establish the item’s nature, characteristics and condition.

Please return items securely packaged and, where reasonably possible, in their original packaging.

Items that cannot be returned for a change of mind

The right to cancel may not apply to:

• Goods that are liable to deteriorate or expire rapidly, including certain perishable food or drink products.

• Sealed goods that are not suitable for return for health-protection or hygiene reasons once their seal has been broken. This may include certain cosmetics, skincare, bath or personal-care products.

• Any other product excluded from cancellation rights under applicable consumer law.

These exclusions do not affect your rights where an item is faulty, damaged, unsafe, misdescribed or supplied incorrectly.

Return postage

For change-of-mind returns, you are responsible for the cost of returning the goods. We recommend using a tracked service and retaining proof of postage, as you are responsible for the parcel until it reaches us.

If an item is faulty, damaged or incorrect, Chapter & Charm will cover reasonable return-postage costs or arrange an appropriate alternative.

Faulty, damaged or incorrect items

Please contact us at contact@chapterandcharm.co.uk as soon as reasonably possible if your order arrives faulty, damaged, incomplete or incorrect.

Please provide your order number, a description of the problem and, where helpful, clear photographs. We will work with you to provide an appropriate remedy in accordance with your statutory rights.

Refunds

For an eligible cancellation, we will refund the price paid for the returned goods and the cost of our least expensive standard delivery option.

If you selected a more expensive delivery service, the additional delivery cost will not normally be refunded.

We may withhold the refund until we have received the returned goods or you provide evidence that they have been sent back.

Refunds will be made within 14 days of receiving the returned goods or evidence of their return. They will normally be issued to the original payment method.

We may make a reasonable deduction if returned goods have lost value because they were handled beyond what was necessary to inspect them.

Exchanges

We do not guarantee direct exchanges. If you would like a different product, please contact us. Depending on the circumstances, you may need to return the original item and place a new order.

Contact us

For cancellations, returns or refund enquiries, contact:

Chapter & Charm Limited
Email: contact@chapterandcharm.co.uk

We will provide the return address after confirming your return.