Refund policy

Returns, Exchanges & Cancellation Policy

At Enchanted by Chantelle, every item is carefully handmade, personalised, and packaged with love. We take great pride in our products and want every customer to be delighted with their purchase.

Returns

We accept returns on non-personalised items within 14 days of delivery.

To be eligible for a return:

  • The item must be unused and in its original condition.

  • The item must be returned in its original packaging where possible.

  • Proof of purchase must be provided.

  • Customers are responsible for return postage costs unless the item is faulty, damaged, or incorrect.

Refunds will be processed once the returned item has been received and inspected.

Personalised & Custom Orders

Due to the bespoke nature of personalised and custom-made items, we cannot accept returns, exchanges, or offer refunds unless:

  • The item arrives damaged.

  • The item is faulty.

  • We have made an error with the personalisation.

Please ensure all names, dates, spellings, colours, and custom details are checked carefully before placing your order.

Enchanted by Chantelle cannot be held responsible for errors in personalisation details supplied by the customer.

Damaged, Faulty or Incorrect Items

If your order arrives damaged, faulty, or incorrect, please contact us within 48 hours of delivery.

Please include:

  • Your order number.

  • A description of the issue.

  • Clear photographs of the item and packaging.

We will assess the issue and offer an appropriate resolution, which may include a replacement, repair, partial refund, or full refund where applicable.

Exchanges

We do not currently offer exchanges on personalised or custom-made items.

Exchanges may be available on non-personalised items within 14 days of delivery, subject to stock availability.

Customers are responsible for all postage costs associated with exchanges unless the item is faulty or incorrect.

Cancellations

Orders may be cancelled within 24 hours of purchase unless production has already begun.

Once work has started on a personalised or custom order, cancellations cannot be accepted.

Product Information & Handmade Variations

All products are handmade and may vary slightly from photographs shown.

Colours may appear differently due to:

  • Individual screen settings.

  • Mobile, tablet, or computer displays.

  • Lighting conditions when photographs were taken.

Whilst every effort is made to accurately represent products, slight variations in colour, ribbon placement, embellishments, florals, decorative elements, finishes, and materials may occur. These variations are part of the unique handmade nature of our products and are not considered faults.

Where materials become unavailable, we reserve the right to substitute similar materials of equal or greater quality whilst maintaining the overall design and appearance of the item.

Delivery

Estimated delivery times are provided as a guide only and are not guaranteed.

Enchanted by Chantelle cannot be held responsible for delays caused by:

  • Postal services.

  • Courier services.

  • Adverse weather conditions.

  • Industrial action.

  • Circumstances outside our control.

Customers are responsible for ensuring that the delivery address provided is accurate at the time of ordering.

Lost Parcels

If you believe your parcel has been lost, please contact us and we will assist in raising an enquiry with the delivery provider.

Any replacement or refund for lost parcels will be handled in accordance with the delivery provider's policies and investigation procedures.

Contact Us

If you have any questions regarding your order, please contact us via Etsy Messages, our website contact form, or our social media pages.

We aim to respond to all enquiries within 1–2 business days.

Thank you for supporting our small business.

✨ Enchanted by Chantelle ✨