Returns & Refunds Policy

We want you to be happy with your order from Chantelle & Jodie’s. If there’s a problem with your order, please contact us and we’ll do our best to put it right.

Personalised & Made-to-Order Items

Our personalised products are made specifically for you using the information provided when you order.

Because personalised and custom-made products are made to your requirements, they cannot normally be returned, exchanged or cancelled simply because you’ve changed your mind.

Please check all names, ages, wording and other personalisation carefully before placing your order. Your item will be produced using the information you provide.

Non-Personalised Items

For eligible non-personalised products purchased online, you can normally cancel your order within 14 days of receiving it.

After notifying us that you wish to cancel, you then have a further 14 days to return the item.

Please contact us before returning an item.

For change-of-mind returns, the buyer is responsible for return postage costs.

Please take reasonable care of returned products. You may be responsible for any reduction in value caused by handling beyond what is necessary to inspect them.

Faulty, Damaged or Incorrect Orders

If your order arrives faulty, damaged or isn't what you ordered, please contact us as soon as possible.

We may ask for photographs of the item and packaging to help us understand what has happened.

Depending on the circumstances and your statutory rights, we'll arrange an appropriate solution, which may include a repair, replacement or refund.

Where an item is faulty or incorrect, we will cover reasonable return postage costs where applicable.

Refunds

Where a refund is due, it will be returned to your original payment method.

For eligible cancellations, refunds will include the standard delivery charge where required. Any additional amount paid for upgraded delivery is not normally refundable beyond our standard delivery cost.

Refunds for cancelled orders will be issued within 14 days of receiving the returned goods, or receiving evidence that they have been sent back, whichever is earlier.

If an order is cancelled before dispatch, refunds will be issued within 14 days of cancellation.

Cancelling Before Dispatch

If you need to change or cancel an order, please contact us as quickly as possible.

For personalised products, we may be unable to cancel the order once we've started making it.

Your Statutory Rights

Nothing in this policy affects your statutory rights under UK consumer law.