30 Day Money Back Promise
Under the Distance Selling Regulations, you have a 'cooling off period' of 7 days giving you the right to return goods you have purchases online for a full refund. This does not include items which have been especially made for you or have some associated hygiene requirement such as earrings or body jewellery.
We offer our customers purchasing through our website the opportunity to return items within a 30 day cooling off period after the item has been despatched by us. Items returned for a refund must be returned in good condition, unused, with original packaging and paperwork. The items must arrive at our offices within 30 days of our despatch date to you. Our earrings and body jewellery will be supplied in sealed packets. You may only return earrings or body jewellery for a refund during this 30 day period if the sealed package has not been tampered with.
Returns will not be accepted outside the 30 day period which will be clearly shown on your delivery note and other documents. We will only pay the return postage if the item is faulty. If you are returning an item as you have changed your mind or it is unsuitable you will need to pay the cost of returning the item to us.
Please return your item to us by Royal Mail using a signed for service as this ensures the item is insured whilst in the postal system and, unlike many courier companies, Royal Mail do deliver to PO Box addresses. Please do not return your item using a courier service. Courier services cannot deliver to PO Box addresses and this can add some time on to your return. If you do send your item back to us using a courier please note that we cannot refund these charges.
If you choose to return a purchase you have made on our website to a store, please be advised the store teams are unable to process a refund. You will need to take all your paperwork and the store team will be able to process an exchange for an alternative item or issue a gift card for the value of the purchase. Refunds for online purchases have to link to the original payment method used and as such these can only be done by our team at our offices in Nottingham. Please also be aware that not all Chapelle stores carry the brands which are available on our website. Our stores are happy to return your online purchase to our offices on your behalf; please be advised this will add a further 7 days to the processing time.
Please be aware that our range of personalised jewellery is exempt from our returns policy. This is because each piece is made specifically to fullfil your order and therefore is not a standard stock item.
Store Purchases and Returns
With the exception of pierced jewellery (earrings and body jewellery etc) and specially ordered or altered items, we are happy to exchange items purchased in stores. Simply return the unused item to one of our stores with the original packaging and receipt within 28 days for an exchange.
We are happy to exchange store purchases however it is not our policy to give refunds for returned items except under the requirements of The Sale of Goods Act, for example where they have a manufacturing fault. Your statutory rights are unaffected.
If you are unable to select a suitable replacement item in the store then a gift card will be provided which is valid for 2 years from date of issue.