DELIVERY / SHIPPING
Standard Recorded Delivery
Orders are sent by Royal Mail Recorded service which you can choose the service at checkout – Delivery is normally between 24-48 hours, although we do ask customers to allow 5 working days for delivery in case of delay.
Free delivery on all orders over £20 otherwise postage is dependent on weight with a standard of £3.95
We aim to dispatch all orders received before 3:30pm GMT the same day.
If there should be a problem with your order then we will inform you by email or telephone. Deliveries may require a signature so if possible please give a delivery address where the order can be signed for during working hours.
We have a unique delivery system that will only charge you for the weight of your total order and you can obtain a guaranteed quote before purchasing your orders.
We also offer a guaranteed next working delivery service within the UK Only orders placed before 3pm will be guaranteed for delivery on the next working day. Note orders placed in time on Friday’s will more than likely be delivered on Monday although delivery may be attempted on the Saturday morning (this is at the discretion of Royal Mail or any courier that we may use). Orders placed over a weekend will be processed and dispatched on the following Monday for delivery on Tuesday. Bank Holidays and strikes will cause a delay (for whatever their duration) and should not be considered working days.
These timings assume that the item(s) you order are in stock, which they should be if displayed on our website. However, sometimes stock discrepancies occur and an item may be accidentally on display but unavailable. If this should be the case then we will inform you by email as soon as we find out (and we will of course refund you the next day delivery surcharge unless you chose an alternative item in time for us to substitute it and still dispatch that day) for peace of mind we highly recommend you contact us to check if an item is in stock.
All International Orders
Chelleon accepts payments from Visa, MasterCard, and most major credit cards. We also accept International Bank wire transfers – Please contact us for further instructions and information on international bank wire transfers.
International customers are responsible for all applicable duties and taxes. Please check with your local customs office for detailed information.
Customs, import duties (if any) and local taxes are assessed when the package arrives in your country. These additional fees are the responsibility of the recipient.
Your payment will be billed in UK Pounds and your credit card company will bill you with your home currency at the current exchange rate.
Due to high risk and/or shipping costs, Chelleon may not ship to some countries. We will contact you by e-mail if we are unable to ship to your country.
How much does shipping international cost?
International shipping varies due to the weight of the product. Please just add the items you would like to your shopping cart and select the destination country. We will instantly provide you with the exact cost to ship the items in your shopping cart to your selected country.
VAT & IMPORT DUTY
VAT is automatically removed for orders delivered to the Channel Islands and outside of the European Community. VAT cannot be removed for deliveries within the European Community.
Some countries may charge you import tax for certain items. If you have any queries regarding this then please contact your local tax office who should be able to assist you further. Unfortunately Chelleon cannot advise on import tax and duty enquiries.
If you are not happy with your purchase for any reason, you can return it to us and we will refund you with the amount you paid for that item.
All we ask is that you inform us by email or post and return the product within 30 working days from the day after receipt. We will send you a return code and return address. Write the return code on the outside of the packaging, and then return the product to us at your expense in unused condition and in the original undamaged packaging (or packaging of the same quality) for a full refund less carriage charges. We recommend using an insured delivery service.
Returns must be made within 30 working days of delivery.
You should allow up to 21 days from receipt by us of your returned goods for your refund to be processed. We will normally refund you using the same payment method that you used to purchase the goods. Postage and packaging charges will not be refunded. This does not affect your statutory rights.
Please note that you are entitled to cancel any contract completed with us within 7 working days of receipt of the goods or services.
If you do cancel a contract, then you must notify us in writing by sending an email to firstname.lastname@example.org, a letter to Chelleon, Atlantic Business Centre, Atlantic Street, Altrincham, Cheshire WA14 5NQ. or calling us on 0161 972 0998 (Lines open Monday to Friday from 9am – 5pm GMT). You must retain possession of any goods and ensure that such goods are kept in the same condition as they were when they were delivered until such time as the goods are either collected by us or delivered back to us by you. We will notify you of when we wish to collect the goods. The goods will be collected by us within 30 days of our receiving your cancellation notice and we will charge the cost of collecting the goods and will deduct this from any sum owed by us to you.
You also have the right to cancel your order prior to despatch or performance within 7 days of placing it.
DAMAGED OR FAULTY GOODS
We employ professional carriers. Nevertheless, you must examine goods on arrival before signing for it. We will refund the full purchase price including postage and packing of an item which is delivered in a damaged or faulty condition or which develops a fault within 3 months from delivery (other than due to normal wear and tear, failure to follow instructions or misuse).
Alternatively, at your option, we will replace the item with the same or a similar product (subject to stock availability).
If a product is damaged or faulty, please contact us at once and no later than 14 working days of receipt, or of the fault developing, and we will arrange a refund or replacement as you request.
Sometimes the product specifications from the manufacturer may change, in which case, if you request a replacement, we will do our best to offer you a substitute of the same or better quality at the same price. If you are not happy with the replacement, you can return it in accordance with our returns policy as outlined above under RETURNS section.
Please allow 30 days from receipt by us of your item for your refund to be processed or replacement item despatched.
We reserve the right to refuse to issue a refund/replacement item and to recover the cost of the returns delivery from you in the event that the item is found to have suffered damage after delivery or has been misused or used other than in accordance with the instructions or if the problem is due to normal wear and tear. This does not affect your statutory rights.
Should you have any questions about our shipping and delivery process, please contact us.