General Delivery
At chimineashop.co.uk, all shipments within the UK are free unless where stated. Generally, orders placed with us will leave the warehouse within one to three business days. Occasionally, due to unforeseen circumstances, it may take longer. If this happens we will be sure to contact you and let you know when your item will be sent. Although your item may be sent out immediately it may take longer than that to receive your tracking number. Tracking numbers will be sent to you via email as soon as that information becomes available to us. We reserve the right to use any carrier.
Deliveries To Northern Ireland, Islands and northen Scotland.
We are happy to deliver to these areas but unfortunately additional delivery costs will be charged. To find out the cost to have one delivered to one of these areas, please email (hello@chimineashop.co.uk) or call for a quote. In most cases, your order will leave the warehouse within one to three business days.
International Deliveries
Unfortunately, we do not offer international deliveries at this time.
Tracking your order
Once your order has been sent and you have received your tracking number you will be able to check the status of your order using the 'Check Order Status' at the top of page.
Damages & Exchanges
Your satisfaction is our top priority. We sell only the finest quality products from reputable manufacturers, so we rarely have problems with any of our products. But if your item is damaged or defective in some way, we'll make sure you're taken care of. Any missing or broken parts are replaced free of charge. In the case of a missing or broken part please call or email stating the model, order date the the part missing and one will be sent to you.
Returns
Please find your specific situation from the list of scenarios below to learn how we handle that particular situation:
1. You decided to cancel your order
If you wish to change or cancel an order contact our Customer Service team:
Please have the order number and date the order was placed to hand. If your products have already been delivered, then you will need to follow our returns procedure as per below.
2. You received the product but the product is not working correctly, has missing parts, or is visibly damaged or deformed
If your item is damaged or defective in some way, we'll make sure you're taken care of. Any missing or broken parts are replaced free of charge. In the case of a missing or broken part please call or email stating the model, the order date and the part broken/missing. Including a photo in an email is also recommended. A new one will be sent to you at the next available opportunity.
3. You wish to return an unwanted item
If you receive an item and decide to return it, you can do so if and only if all of the following requirements are met:
1) The item must be unopened, unused, and still in the original packaging.
2) You must contact us to notify us that you'd like to return the item within 28 days of receiving the item.
If you return an item without all of the above requirements being met, the item will be refused and come back to you and no refund will be issued. If you meet all of the above requirements, your refund will be issued in one of the following two manners (which we will discuss with you over the phone):
1) You can receive the full amount you originally paid for the returned item (less our actual cost for shipping and handling) as a store credit, OR
2) You can get a cash refund for the amount you originally paid LESS a 15% restocking fee and our actual cost for shipping and handling.
In either case, you are responsible for return delivery charges to return the product to us.
4. You refuse the delivery of your order, and it comes back to us
If you refuse an item and it comes back to us, you will be issued a refund LESS a 15% restocking fee and our actual cost for delivery and handling. If the item is damaged during the delivery process, no refund will be issued until an insurance claim process is complete. Once the claim process is complete, you will be issued a refund in the amount we are reimbursed by the delivery company (minus the amount the delivery company charges us for the shipment to you and back to us). If the delivery company does not approve the claim, we are unable to provide a refund.
