Does Chaelas Cosmetics ship international?

At present, we do not ship international only in the UK however we will do that in the near future therefore keep checking our website and social media pages for update.

How to contact us?

Ways to contact us:

Address
Chaelas Cosmetics
152-160 City Road
Kemp House
London
EC1V 2NX

Email us at contact@chaelascosmetics.com

Follow us on social media: you can follow us on Facebook, Instagram and TikTok

Follow us on Facebook, Instagram, Tiktok and Snapchat as Chaelas Cosmetics

My billing address information

What is a billing address?

A billing address is the address linked to a specific form of payment, which is typically a credit, debit card or PayPal. Companies use the billing address to verify the authorised use of such a card. Billing addresses must match what the card-issuing bank has on file, or the attempted purchase may not go through.

The billing address is different than the shipping address, which is the address where packages get delivered to.

How do I amend my billing address?

Go to My Account, click on Address book then click on ‘Edit’ under your billing address.

Can I change my billing address after placing my order?

For any orders already placed, it is not possible to amend the billing details. To update the billing address in your account, go to My Account, click on Address book then click on Edit under your billing address.

How do I track my order?

Tracking Your Order

Once you receive an email confirming your order has been shipped, you will be able to track the progress of your delivery.

You can also do this by going to My Account. Go to Recent Orders > View Order > Track Your Order.

Standard Delivery Tracking

For Standard Delivery in the UK, you will receive a link to track your parcel’s progress (embedded in your dispatch confirmation). Once you receive this, your order should reach you in 3-5 business days.

Click here to track your order

What is our returned policy?

We are happy to offer you a exchange for an unwanted item returned within 14 days of receipt. Please be aware that we must receive returns within 14 days of delivery – this is irrespective of your chosen payment method.

Please note that all items must be returned in a saleable condition:

Unopened, with all original product packaging and hygiene seals untouched. We are unable to offer a refund, replacement or exchange on items that are not re-saleable. If your order qualified for a free exchange, it must also be returned before a replacement can be processed.

What happens if I receive an incorrect product/order?

We pick and pack all orders with the utmost care however, as each parcel is prepared manually, errors can occasionally occur. If you have received the wrong product or parcel, please contact Customer Services using this form.

Please ensure you’ve included the following information:

– the email address you used to place your order

– your order number

– details of the item(s) missing from your order

– a clear picture of the invoice and products received.

Do we offer refunds/returns?

We do not offer refunds on our products due to health and safety and hygiene purposes however we can do exchange. If the product is not in stock we will issue you with an electronic receipt to keep and notify you once the product is back in stock otherwise you can select another product on the website.

Contact us before you make a request for refund or exchange, we will only acknowledge your request once product is received, reviewed and fit for purpose. We also offer exchange if the product is at fault or damaged before they gets to you.

Exchange needs to be made within 14 days after purchased and keep record to show proof of purchase.

Once your request is reviewed and granted you can send the product back to..

Chaelas Cosmetics
152-160 City Road
Kemp House
London
EC1V 2NX

Email us at contact@chaelascosmetics.com

Do we allow customer to try out our products before buying?

Your health and safety are our #1 commitment therefore we do not allow customer to try out our products before buying. We don’t offer refund however we offer exchange due to hygiene purposes.

What type of payment methods do we use?

We use PayPal, credit cards and master card to accept payments online.

My order has not arrived within the stated delivery time, what should I do?

Our delivery options are fully tracked. If you have not received your order within the times stated for your destination and you have noticed unusual activity on your tracking number, please contact us for help. Please contact our team who’ll be able to help you: contact@chaelascosmetics.com.