If you are dissatisfied with the product:
As we want you to be happy with your purchase, we offer free refunds. You can return the item to us for full refund of the cost of the product.*
A reason is not required.
If you receive a faulty item or incorrect order from us:
We will replace the item and you will not incur any additional costs. You will have to return the original item to us, along with the receipt and we will refund you the delivery/shipping fee you paid for the return.
In both the above cases, please email us at email@example.com within 7 days of receipt of the product to check if you are eligible for a refund or an exchange, providing us with the following details:
Full name, order number, name of product, price of product and reason for the refund. In case of a faulty item, we will also need photographic proof of the damage or fault.
If 7 days have passed since the receipt of your purchase, unfortunately we cannot offer you a refund or exchange.
We will email you an authorisation email or further instructions within 48 working hours.
Your item must be unused and in the same condition that you received it. It must also be in the original packaging and include the guarantee card, control card, dust bag, case and box, where applicable. All tags must be intact. We require the original receipt or proof of purchase to be sent to us along with the item.
Please do NOT send your purchase back to the manufacturer, but to the Chic Cult address on our response email.
Once your return is received by us and inspected, we will notify you of the approval or rejection of your refund and the exact amount that will be refunded to you.
If you are approved a refund, then the refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7 working days.
We will not be able to grant a refund in the following cases:
- If any item is not in its original condition, is damaged or missing parts (original packaging, guarantee card, control card, dust bag, case and box, if applicable) for reasons not due to our error.
- If we do not receive an email from you within 7 days of your receiving the item.
- For UK customers, we need to receive the item within 7 days of receiving our authorisation email for the refund.
- For all other customers (non UK) we need to receive the item within 35 days of receiving our authorisation email for the refund.
Late or missing refunds:
If you haven’t received a refund within 7 days of receiving our 'approved for refund' email, firstly, check your bank account again.
Then contact your credit card company, as it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
Items on 'final reduction':
All regular discounted items may be refunded.
Items on 'final reductions' cannot be refunded. These will appear separately in our 'final reduction' section.
We only replace items if they are defective or damaged.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received by us, a gift certificate will be emailed to you. The gift certificate will have an expiry period of two months.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
(We have not started offering gift certificates as yet, although we are going to be adding this service soon)
In case of faulty items, we will cover the cost of your return shipping.
In all other cases, you will be responsible for paying for your own shipping costs for returning your item.
If you are shipping an item costing over GBP30 or INR4000 or the equivalent in the currency of purchase, you should consider using a trackable delivery/shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.
*Delivery/shipping costs, import taxes or customs duty will not be refunded.