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FAQs

I've forgotten my login and/or password - help!
If you have forgotten your login and/or password, please send us a login/password reset request on the log-in page. Or please click here.
Are all the products on your website genuine?
Absolutely! Please rest assured that all our items are 100% genuine and authentic. We have an excellent relationship with our verified and curated suppliers based in UK and Europe which ensures that we never buy fakes.  
Moreover, as a guarantee, we offer a full refund policy if you are not completely satisfied with your purchase. 

I've found the handbag of my dreams! What payment options do you offer?
 
Our website accepts Visa, Mastercard, Paypal and Chic Cult discount vouchers.

What delivery options do you offer for the UK?           
We offer free delivery to our UK customers through standard UK recorded delivery. You should receive your order within 7 days after we post it. 
Please read more here
What delivery options do you offer internationally?
We offer free delivery/shipping to Europe, India and UAE and charge the applicable shipping rate to all other countries. We offer standard international shipping. 
Please read more here.
What payment methods do you offer?
We accept the majority of credit and debit cards. You can also pay through paypal. We also offer bank transfers and for this option, you will need to email us.  
If you prefer any other payment method that we do not offer above, please email us to check if this can be offered. We would happily reserve the item you are interested in until this matter is resolved. 
You can email us at info@chiccult.com. 
 How long will my order take to reach me? 

Once it has been dispatched by us, in the UK it takes approx 7 days to reach you and everywhere else, it may take up to 3 weeks.  

In order to get the best possible price, we work flexibly with all our brands. Delivery is therefore variable. You will be notified of an estimated delivery time by email once you have placed your order. We will also keep you updated if there are any delays to the delivery date.

What about taxes, duties and other charges?
Our UK and European customers will not pay import taxes or customs duty as the item is being shipped from the UK. 

Although import taxes and customs duty will be charged on products ordered by our Indian and UAE customers, these costs are included in our prices. The product price you see is the price you pay.  

For all other customers, shipping costs, import taxes and customs duty will apply. As taxes and duties vary by country, these will be communicated to you on delivery by our shipping provider. 

Will my order be tracked? 

Yes, if you're a UK customer. 

If you're an International customer, we provide standard international shipping, which does not permit tracking.  

Are payments safe? 
You can safely enter your entire card number on Chic Cult via our secure server, which encrypts all submitted information. Please read our privacy statement here

Where is my order? 
If you haven’t received a shipping confirmation email from us yet, then just drop an email to info@chiccult.com and we will look into this straightaway. 

What is your refund policy? 
If you are dissatisfied with the product, we offer a free refund. You will receive a full refund of the product cost. Delivery or shipping cost, import taxes and custom duty (where applicable) will not be refunded. A reason for the return is not required.

You will need to inform us by email at returns@chiccult.com within 7 days of receiving the item to let us know that you will be returning the item to us. 

Items must be unused and in a condition to be re-sold with the original packaging. All tags must be intact. We also need the original receipt of purchase to be posted to us along with the item. We cannot offer a refund without a valid receipt.

Please read more here

I received a faulty item or an incorrect order. What do I do? 
We apologise. Truly, this almost never happens as all items are checked and pass through our stringent standards.

However, if you do receive a faulty item or incorrect order from us, please email us on returns@chiccult.com with an explanation and pictures of the fault (if applicable) within 7 days of receiving the item. 

Once we establish that the item is faulty or that you have received an incorrect order, we will request you to post it back to us and we will refund your delivery or shipping costs for the return so you will not incur any additional costs. Your replacement item will be immediately sent to you once we receive the original item.  

Item/s must be unused and in a condition to be re-sold with the original packaging. All tags must be intact. We also need the original receipt of purchase to be posted to us along with the item. We cannot offer a refund without a valid receipt.

Are all items refundable? 
All our products are discounted and are fully refundable, subject to T&Cs.

Items bought on 'final sale' are not eligible for a refund, unless there is a fault with your item. Such items will appear in the 'final sale' section of the website. 

Some items of jewellery like pierced earrings are not refundable due to reasons of hygiene and safety.  

How should I send the item back? 
We strongly recommend that you send your return parcel via a trackable delivery service such as Recorded or Signed For Delivery, as all responsibility for the safe delivery of returned items lies with the customer. 

Where do I return my order? 
The return address will be on the email we send you with further instructions. 
Please do NOT return the item to the address marked on the invoice.

In certain cases it may be possible to return the item in the country where you purchased it. Please check this with us.

I have still not received the refund. 
It takes up to 5 working days for the refund to be processed once you have received your 'refund has been processed' email. Some banks may take longer to process refund payments.

If you haven’t received a refund from us and it has been 10 working days since our email, please firstly check your bank/credit card account. Next contact your bank/credit card company. 

If you’ve done all of this and you still have not received your refund, please contact us at returns@chiccult.com and our customer service team will look into this for you straightaway. 

How can I contact you? 
For general information, please email info@chiccult.com.

For refund queries, please email returns@chiccult.com.

Alternatively, you can call us on +44 1234 953095. If for any reason we cannot reply straightaway, please leave your name, telephone number along with country code and a short message, and we will call you back as soon as possible. 

You are holding my details. Is everything private? 
Chic Cult strictly follows data protection laws. Please see our privacy statement by clicking here

I fancy myself as a blogger and a fashionista and would like to contribute to your blog. May I?

We would love that!

Please email us your article with any pictures at info@chiccult.com and, subject to it passing our stringent but friendly standards, we will publish it for all to read.
And you know what? You might even find yourself the proud owner of a gift voucher! 

If you have a question that we have not answered above and you wish to contact us, please email info@chiccult.com. We will respond to you within 48 hours. 

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