Refunds & Returns

OUR RETURNS POLICY

At CHI EDINBURGH, we want you to enjoy every purchase. However, if you are not completely satisfied with your item(s), we are happy to offer a full refund or exchange. You are entitled to a refund or exchange within 14 days of receiving your item, provided it is returned in perfect, saleable condition, unworn, with all original labels and tags attached, so that it can be resold at full price.

Please inform us by email at info@chiedinburgh.co.uk before returning your item.

Please include in your email your order number and reason for the return.

Upon confirmation of eligibility, we will provide you with a returns number. Please enter the returns number onto the Returns form included in your package. If you do not have one, we will email you a Returns Form to complete and enclose in your package.

Please complete the enclosed return form and place it securely inside your return parcel. Ensure all returned goods are in perfect, saleable condition, unworn, and have all original labels and tags attached. Footwear must be returned in the original branded boxes, undamaged, and packed inside a suitable transit container. Please do not affix labels or stickers directly to the branded footwear box.  Any damage may result in a return being refused.

This allows us to expect your return and process your request promptly. Kindly package items securely and send via a trackable courier

The arrangement and cost of returning the item is your responsibility. If you choose to return products, we are not responsible for loss or damage in transit; we therefore recommend using a recorded delivery service. If returned items are lost or damaged in transit, we reserve the right to deduct such loss or damage from any refund. Please retain proof of postage for your records.

RETURNS ADDRESS

RETURNS DEPARTMENT
CHI EDINBURGH
188 Bruntsfield Place
Edinburgh
EH10 4DF
Scotland, United Kingdom

PRODUCTS THAT CANNOT BE RETURNED

• Products that have been opened or unsealed (other than where necessary to inspect)
• Products without original packaging or labels
• Products or packaging in poor condition
• Personalised products or those made to your specific measurements
• Gift Vouchers / Gift cards
• Pierced jewellery (such as earrings), socks, Hats and lingerie cannot be refunded or exchanged for hygiene reasons
• Items bought from our outlet.
• Sale items purchased instore

 

Additional Information

Returns not compliant with these criteria may be refused. Statutory rights under UK law remain unaffected.

EXCHANGES

Exchanges are only possible for the same item in a different size, colour and price. An exchange for a different item is not available. We will dispatch the replacement item as soon as we receive the item to be exchanged. If you prefer a different item, please place a new order online; we will refund your returned item once received.

Exchange requests must be made within 7 days of receipt of your ordered item and are subject to availability.

For international customers, free exchanges are not offered. Please order the required item(s) anew and your return will be refunded once received. Please note that each shipment is treated by the destination country’s customs as a new import.

LATE RETURNS

Returns received outside of our 14 day returns policy without prior notification and agreement will only be accepted in the case of faulty or damaged orders.

REFUNDS

We aim to process all refunds within 1–3 days of receiving the returned item, provided our terms and conditions are met. Refunds will be made to your original payment method. Please allow 3–5 working days for credit or debit card refunds to appear in your account.

YOUR RIGHT TO CANCEL

If you contract with us as a consumer online or by phone, you have the right to cancel your order under the Consumer Rights Directive 2011/83, as implemented in your EU member state. You may cancel all or part of your contract up to 14 calendar days after the day you receive your goods or services, or up to 30 calendar days for faulty or damaged items.  For faulty items,  paid delivery charge will be included in your refund once all items from your order are received at our specified address below. Please note that delivery charge refunds are limited to the value of standard delivery.

We will process your refund within 14 days of receiving the returned products. You must take reasonable care of the goods while they are in your possession and return them before we issue your refund. The refund will cover the value paid for the item(s) plus any standard delivery charge.  Please also read our RETURNS POLICY.

EUROPE & INTERNATIONAL RETURNS

You are entitled to a refund if you post your item back in perfect, resalable condition, with all labels and tags attached, within 14 days of receipt. Your return does not need to reach us within this period, but it must be dispatched within 14 days of receipt. You may use an economy service, but please keep any tracking numbers for your records.

Please inform us by email at info@chiedinburgh.co.uk before returning your item.

Please include in your email your order number and reason for the return.

Upon confirmation of eligibility, we will provide you with a returns number.

Complete the enclosed return form and place it securely inside your parcel. The cost of returning the item is your responsibility. If you do not have one, we will email you a Returns Form upon request to complete and enclose in your package.

If you choose to return products, we are not responsible for any loss or damage in transit, so we recommend using a recorded delivery service. If returned products are lost or damaged in transit, we reserve the right to deduct any such loss or damage from your refund.

RETURNING ORDERS FROM OUTSIDE THE UK

All duties, taxes and associated costs are the sole responsibility of the customer.

When returning an order from outside the United Kingdom, your parcel must be clearly marked on the outside as “RETURNED GOODS”. Ensure that the “returns” box is ticked on the declaration and include the original invoice and return form inside the parcel. Failure to do so may result in import duties or VAT being applied by UK Customs, and we reserve the right to deduct these from any refund due.

Important:

In the event of a return, the customer is responsible for contacting their relevant customs authority to apply for any applicable refund of duties or taxes paid. CHI EDINBURGH accepts no liability in this regard.

For parcels returned from outside the EEC via an international courier service (FedEx, DHL, UPS, DPD, etc.), there is a waiting period of 30 days from the date of delivery to us before any refund can be issued. This is to ensure the parcel has cleared UK import procedures and no further costs are due. This waiting period does not apply to parcels returned via standard Airmail through your country’s registered postal service, as clearance is completed before delivery to our returns address.

Returns Address

RETURNS DEPARTMENT
CHI EDINBURGH
188 Bruntsfield Place
Edinburgh
EH10 4DF
Scotland, United Kingdom

If you have any questions or concerns regarding our return policy, please contact our team at info@chiedinburgh.co.uk