Emily Comfortable Steps

Important information:

• 14-day return period
• 7 days processing time for refunds
• No restocking fee (except for uncollected orders)
• Shipping insurance costs are non-refundable

1. Introduction:

At Chicley, we are committed to providing high quality products and an outstanding shopping experience. We understand that returns are occasionally necessary and our returns policy has been designed to be clear, fair and straightforward for our valued customers.

If you have any questions or concerns about our return policy, please feel free to contact our customer support team at info@chicley.de . We are always ready to assist you.
Please take a moment to read the following policies and fully understand the return process.

2. Right of return:

• Timeframe: Customers must contact us within 14 days of the delivery date to initiate a return. Returns are valid within 7 days once the request is approved by the support team.

What is your return policy?

Returnable items:

• The following conditions must be met for a product to be eligible for return:
• The product must be in new and unused condition.
• It must be returned in its original packaging.
• All labels and accessories must be intact and included with the return shipment.
• The product must not show any signs of wear, damage or alterations.

Not eligible for return or exchange:

Items purchased on sale or as part of a promotion, including items purchased as part of HOLIDAY PROMOS, BLACK FRIDAY, CYBER MONDAY and FLASH SALES.

Certain items are excluded from return for hygiene and safety reasons.

These include, but are not limited to:

• Underwear, including bras and panties.
• cosmetic and skin care products.
• Personalized or customized items.
• Items that are explicitly marked as non-returnable in the product description.
• Products that do not meet the above criteria.

We recommend checking the product descriptions and policies on each item before purchasing to ensure it can be returned if necessary. If you have any questions about the returnability of a product, please contact our customer support team before purchasing.

3. Return process:

Send email: Send an email to our returns team at info@chicley.de with the following information:

• Your order number (e.g. #1234).
• The email address you used during purchase.

There are four options available for returns:

Option 1: Refund to the original payment method

• Requirements: The item must be returned and received at our warehouse.
• Processing time: We will refund the amount within 7 business days after inspecting the returned item.
• Return costs: Please note that return costs are borne by the customer. These may vary depending on the location of our warehouse in China. For exact prices, please contact your shipping company. We recommend sending the package with Track & Trace. This way we can track the progress of the return and assist you if necessary.

Option 2: Refund as credit in the shop

• Requirements: The item must be returned to our warehouse.
• Processing time: After the returned item is inspected, the credit will be issued immediately.
• Return costs: As with option 1, the customer bears the return costs, which may vary depending on the shipping provider's current rate. We recommend checking the exact prices with your shipping provider. In addition, with this option you will receive 120% of the value of the goods as credit in the shop. This means that you get more value for your return.

Option 3: Replacement for defective or incorrect items

• Proof of return: You must provide pictures of the damaged or incorrect item.
• No return obligation: If the item is defective or incorrect, you do not have to return the original item.
• Cost: There are no additional costs for this option.
• Processing: We will send you a replacement once we confirm that the item is damaged or incorrectly shipped.

Important: Please do not return the items to the address indicated on the packaging as returns to this address will not be accepted. We will email you the correct return address.

4. Return shipping:

We understand that returns to our warehouses in China may cause inconvenience and we apologize for any inconvenience this may cause. To simplify the return process and ensure the highest customer satisfaction, we ask that all returns be sent to our designated return address in China.

Return address notification:

Please note that we will inform you of the exact return address once your return request has been approved.

You will receive an email notification confirming that your return has been approved.

Tracking for secure returns:

To ensure that your return is processed smoothly and efficiently, we ask that you send the return package via tracking service.
This allows us to monitor the progress of the return and ensure that it reaches us safely.
Please note that we are not obliged to issue a refund if the item is not received at our warehouse. Return shipping is the responsibility of the buyer.

5. Processing of refunds/exchanges/replacements:

Refund to the original payment method:
Once we receive your returned item and our returns team has inspected the condition of the product, the refund will be initiated to your original method of payment.
Please note that depending on your bank's processing time, it may take approximately 7 business days for the refund to appear in your account.

Credit in the shop:

If you choose store credit as your preferred refund method, it will be issued immediately after our returns team has confirmed the return and inspected the product.

You can use this credit for future purchases on our website.

Exchange:

If you request an exchange and it is approved, the replacement product will be shipped immediately.

We understand the importance of timely exchanges and will endeavor to deliver your new product as quickly as possible.

Substitute:

If you are receiving a replacement for a damaged or defective item, our team will confirm the replacement immediately upon receipt of your request.

Once confirmed, we will ship the replacement product immediately to minimize any inconvenience.
Please note that processing times for refunds and replacements may vary in individual cases.

6. Damaged or incorrect items:

We understand that sometimes problems can arise and we are here to fix them. If you receive an item that is defective, damaged during shipping, or is not the size/color you ordered due to an error on our part, we are here to help. In such cases, we will replace the item free of charge. We do not offer refunds in these cases.

Transport damage:

If your order arrives with visible transport damage, please inform us immediately (within 14 days). We will coordinate the return process and ensure that you receive a replacement at no additional cost.

Wrong size/color (our mistake):

If you receive a different color/size than what you ordered, we apologize for the inconvenience. Rest assured that we will send you the correct item.

To start this process, please contact info@chicley.de for step-by-step instructions.

In these situations, we may request specific details or photos to process your replacement and ensure a quick resolution.
Our returns process is designed to simplify this process and cause you as little hassle as possible.

7. Customer responsibility:

When using our convenient returns process, please ensure that you:

• Pack the product securely: Pack the product securely to avoid damage during transport.
• Shipping Responsibility: The customer is responsible for return shipping costs and we cannot issue a refund until we receive the returned item. Therefore, we strongly recommend using a shipping service with tracking and marking the shipment as "RETURN". This will ensure a smooth return process and accurate tracking.

8. Amendments to the Directive:

We are committed to providing you with the best possible shopping experience. Our return policy may evolve over time to better meet your needs and comply with applicable laws and regulations. To ensure you are always aware of changes, we will:

• Notification: Notify you of changes to our return policy by posting updates on our website. These updates will be clearly marked when they take effect.
• Review: We recommend that you review our Returns Policy regularly, particularly before making a purchase, to stay informed of any changes and how they may affect your rights and obligations as a customer.
• Continued Use: Your continued use of our Services and shopping with us after any changes to the Policy will constitute your agreement to the revised Return Policy terms.

We are committed to transparency and will do our best to make any changes to our return policy easily accessible and understandable.

9. Pickup point & rejected orders:

If a delivery is refused or a parcel is not collected, the item will be returned to our warehouse. In such cases, we offer a partial refund of 75% of the order value (minimum £20). The remaining 25% will be retained as a restocking fee to cover the cost of restocking.
Alternatively, customers can choose a free re-delivery. However, this option must be reported to us within 14 days of receiving notification of the refused or uncollected package.

10. Contact information for returns and support:

If you have any questions, concerns or desire to initiate a return, please do not hesitate to contact our dedicated customer support team. We are here to help and will be happy to assist you. You can reach us via the following methods:

• E-mail: For inquiries and returns please send us an e-mail to info@chicley.de

Our customer support team is available during the following business hours:
Business hours:

• Monday to Friday: 8:00 a.m. to 6:00 p.m.
• Saturday: 10:00 am to 4:00 pm

We aim to respond to your enquiries quickly and efficiently - usually within 12 hours. However, response times may be slightly longer during peak periods or when we are very busy. Please be assured that we will always do our best to deal with your concerns as quickly as possible.