Delivery Information
Shipping policy
We deliver anywhere in mainland UK by commercial courier. Delivery by other means or outside mainland UK may be possible by special arrangement but an additional delivery charge will be payable. If you require delivery outside mainland UK, we will discuss this with you when the order is placed.
If you order goods from our standard service, delivery will be made between Tuesday and Saturday, within 1-3 business days.
It is essential that you, or someone on your behalf, will be available to receive and sign for the goods at the delivery address at the agreed delivery time. If someone at the delivery address other than you signs for the goods, we are entitled to assume that person is authorised by you to do so.
Sometimes delivery may be late or cancelled because of adverse weather conditions or other events outside of our reasonable control. If so, we will try to contact you as soon as we are able to in order to reschedule your delivery time and date.
If no one is at the delivery address when delivery is attempted then the following arrangements will operate:
If the goods are not perishable, they will be taken back by our driver and we will contact you to arrange a further delivery. We will not make any additional charge for this further delivery.
If nobody is at home between the 9-5 delivery window our couriers will leave your parcel in a suitable location or with a neighbour. We are not responsible if goods are stolen or neighbour does not provide your goods as someone should be available to sign for the package.
If you order goods from us for delivery outside the UK, they may be subject to import duties and taxes which are levied when the delivery reaches your specified destination. You will be responsible for payment of any such import duties and taxes. Please note that we have no control over these charges and cannot predict the amount. Please contact your local customs office for further information before placing your order.
Please also note that you must comply with all applicable laws and regulations of the country for which the goods are destined. We will not be liable for any breach by you of any such laws.
Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at support@chillyspa.co.uk . If your return is accepted, the cost of sending the parcel back will you’re your responsibility. Items sent back to us without first requesting a return will not be accepted. We do not cover the cost for the return we only advise how to send the return.
You can always contact us for any return question at support@chillyspa.co.uk.
Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.