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Returns

Chaps World Returns Policy

If you don't find the information you are looking for in our FAQ's, give us a call on 08443 35 28 35 or email us on customerservice@chapsworld.com and we'll be delighted to help!

Returns Policy

You may return most new, unopened items within 30 days of delivery for a full refund. We’ll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item etc.). Any wines collected by our carrier must be in their original box to avoid further breakages, where possible.

If some or all of the bottles of wine in a case are broken or spoiled when they are delivered you should notify us as soon as possible. You may choose either to return the whole case or just the affected bottles for a refund.

You must notify us of all wines which are due to be returned for any of the reasons stated in this clause within 7 days from delivery of the wine. You can call us on 08443 352835, notify us by email on customerservice@chapsworld.com or in writing to Chapsworld Ltd.

You should receive your refund within 30 days of giving your package to our carrier, however, in most cases you will receive a refund more quickly. This includes transit times, the time it takes us to process your return once we receive it and the time it takes your bank to process our refund request.

Any wines collected by our carrier must be in their original box to avoid further breakages, where possible.

Chocolates are perishable goods and we are therefore not able to accept the return of these goods for reasons of hygiene.

Chocolates – Refunds for Damaged Orders

Although we do our best to ensure that this does not happen, on very rare occasions, products arrive at their destination damaged or fail to arrive due to an unforeseen delivery issue. Some of our chocolates are quite fragile and easily damaged; in such cases we shall not necessarily be able to offer a refund. If the recipient receives a damaged order, please contact us immediately so that we can discuss an appropriate resolution.

Typically we will not offer both a refund and a resend. Where orders have been damaged we will normally ask for them to be returned or for photographs clearly showing the problem so we can use them to determine what is going wrong with our system.

It is important that we are contacted as soon as possible regarding issues. We need to be informed of any issues within 2 days of the delivery to give us the best chance of successfully resolving the issue. Resolution might be a re-send on the next available delivery date; or a full or partial refund (% refund depends on the specific circumstances of the issue).

We will, at our discretion consider issues raised after the 2 day deadline but reserve the right to refuse the options of refunding or resending the order. As indicated above, please note that our chocolates are perishable goods and we are therefore not able to accept the return of these goods for reasons of hygiene.

If we believe that there has been an abuse of our Satisfaction Guarantee/Damaged chocolates policy or if there are persistent claims for refunds from the same individual or group of individuals, we reserve the right not to resend orders and to refuse to take orders from customers. If we make such a decision, we will inform the customer in writing of our decision, via email or over the telephone. It is important to note that this guarantee does not confer the right to an automatic 100% refund, but only to a fair resolution.

Nothing in these Terms and Conditions will reduce your statutory rights relating to faulty or misdescribed goods.

Further information about your rights is available from your Local Authority Trading Standards Department or Citizen’s Advice Bureau.

Can I cancel my order?

You may cancel your order for any reason whatsoever at any time up to 7 working days from the day after the date you receive your goods. All bottles of wine must be unopened and intact. Other goods must not have been used and must be in their original packaging and condition.

If the order has been dispatched, unfortunately we shall not be able to stop the delivery and the delivery charge can not be refunded.

You can refuse the delivery or return the goods for a refund subject to our returns policy.

If you refuse delivery we are charged buy our courier, so we have to pass this cost onto you. If you qualify for free delivery, we will charge you for the delivery service and return at cost. Charges for cancelled orders can be more than the advertised delivery price.

Cancelled orders paid for by Credit Card incur a 5% charge. In order to cancel your order you must call us on 08443 35 28 35 or notify us by email on customerservice@chapsworld.com or in writing to Chapsworld Ltd, 53 Runnymede Road, Ponteland, Northumberland, NE20 9HJ.

We shall reimburse the price of the goods within 30 days from the date you notify us of the cancellation. It is your responsibility to hold onto the goods and take reasonable care of them until we come to collect it.

Please read our Returns Policy for full Terms and Conditions.

Can I change my order?

If you try a particular wine and find it not to your taste, please contact us and we will do our best to resolve the problem. We can usually arrange for any remaining bottles to either be returned to us for a refund or exchanged for something else, but you will be liable for any transportation costs. Any wine returned in these circumstances must be in a saleable condition, i.e. all bottles of wine must be unopened and intact. Other goods must not have been used and must be in their original packaging and condition.

Please read our Returns Policy for full Terms and Conditions.

My order was damaged on delivery

If your order arrives damaged, please either refuse the delivery or accept it, noting the damage with the driver before signing. In either case, please contact us straightaway. We will endeavour to send out a replacement or organise a refund as soon as possible.

If you accept delivery, please also keep the contents and packaging for our carriers to look at and until your claim is settled and, if possible, take some digital photos of the damaged item(s) and its packaging.

Please read our Returns Policy for full Terms and Conditions.

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