Delivery and Collection
DELIVERY
This shipping guide provides an overview of available delivery services.
PLEASE NOTE: UK VAT (20%) is automatically removed for international orders.
UK DELIVERY
All standard domestic orders are shipped using Royal Mail . Details of services are as follows:
UK Mainland: Royal Mail Tracked (1-3 working days) – free with orders over £99, otherwise £4.99.
Northern Ireland: Royal Mail Tracked (1–3 working days) – free with orders over £99, otherwise £4.99.
UK Non-Mainland, Highlands & Islands, Guernsey, Jersey: Royal Mail Tracked (1–3 working days) – free with orders over £99, otherwise £4.99.
Scottish Highland and Islands – Royal Mail Special Delivery: £9.99 (Mon–Fri, 2–3 working days) Please note that weather conditions may affect delivery timescales.
EUROPE (EU Zone)
UK VAT (20%) is automatically removed for international orders.
Customers are responsible for import related taxes and duties. customers. (Austria, Belgium, Bulgaria, Croatia, Cyprus, Czechia, Denmark, Estonia, Finland, France, Germany, Greece Mainland, Hungary, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Republic of Ireland, Romania, Slovakia, Slovenia, Spain, Sweden.)
Royal Mail Airmail: £12 (selected destinations). Delivery takes 4-7 working days assuming no delays at customs.
EUROPE (NON-EU)
UK VAT (20%) is automatically removed for international orders.
Customers are responsible for any import tax/duty costs. (Georgia, Gibraltar, Iceland, Liechtenstein, Moldova, Monaco, Montenegro, North Macedonia, San Marino, Switzerland,)
Royal Mail Airmail International Tracked: £15 (selected destinations). Delivery takes 5-7 working days assuming no delays at customs.
UNITED STATES
UK VAT (20%) is automatically removed for international orders.
Royal Mail / USPS United States Postal Service Airmail: £25.00 (5-7 working days). Assuming no delays at customs.
CANADA, AUSTRALIA, NEW ZEALAND
UK VAT (20%) is automatically removed for international orders.
Customers are responsible for import-related taxes/duties.
Royal Mail Airmail International Tracked: £25.00 , 5-7 working days assuming no delays at customs
FREE SHIPPING
Free shipping currently applies to UK orders over £99. To qualify, order value must meet the stated threshold. The webstore operates in the UK with discounts applied in GBP (£); other currencies if shown are approximate, based on exchange rates at the time of offer.
IN-STORE COLLECTION
Orders placed online for instore collection are usually ready for pick up within 3hrs.
We will inform you when your order is ready for pickup. Please bring along a copy of your order confirmation.
SECURITY AND LIABILITY
Couriers deliver goods to the address provided at order and require a signature, where applicable. For some carriers and destinations, delivery without a signature is possible; however, CHI EDINBURGH does not accept liability for loss after delivery confirmation or for changes made by the customer directly with the carrier. If parcels are left at an alternative location per customer instruction, responsibility transfers to the customer. Insurance covers parcels while in transit under courier care; after delivery, responsibility passes to the recipient. Ensure your contact details are accurate for communication if required.
REFUSED DELIVERY POLICY
This section explains the procedures in place for handling circumstances where customers decline to accept packages shipped from our store. The policy aims to provide clear information regarding refunds, applicable fees, and the steps customers should expect following a refused delivery.
DEFINITION OF A REFUSED DELIVERY
A delivery will be classified as refused if any of the following situations occur:
- The customer or recipient explicitly declines to accept the package from the courier at the time of delivery.
- The package is returned to our facility without being accepted or signed for upon attempted delivery.
- The courier records the shipment as “refused” following an unsuccessful delivery attempt.
COMMON REASONS FOR REFUSAL
Packages may be refused for several reasons, including:
- The package arrives in a damaged condition or appears to have been tampered with.
- The wrong item or order has been delivered to the customer.
- The customer has a change of mind at the point of delivery and chooses not to accept the shipment.
POLICY DETAILS
Damaged or Incorrect Items
All our orders are quality controlled and checked prior to dispatch. Please inspect your order upon receipt and contact us immediately if the item is defective or damaged or if you receive the wrong item so we can evaluate the issue and make it right.
Customer-Initiated Refusals
Should a customer refuse delivery for reasons not related to damage or error on our part, the original shipping fees, the cost of returning the parcel, and any applicable taxes or charges will be deducted from the refund amount. Refunds will only be processed after the returned item is received and inspected at our warehouse, with all relevant deductions applied.
Unclaimed Deliveries
In cases where a package is refused due to the customer being unavailable to accept or collect the delivery, the package will be treated as a customer-initiated refusal and the same conditions regarding fees and refunds will apply.
REFUND PROCESS
Refunds are processed within 7–10 business days after the returned item is received and inspected.
Original shipping charges are non-refundable unless the refusal was due to our error.
NEED HELP?
If you’ve refused a delivery or plan to do so, please contact our Customer Support team with your order number and reason for refusal. We will guide you through the next steps.
