FAQ

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Can I combine my orders?

If you have placed more than one order in a short space of time, we can combine them for you so you only pay one delivery charge.

Add a message to the special instructions/notes box at the start of the checkout process, e.g. ‘Please add to order #1234’ and select ‘pick up from store’ (this prevents another delivery charge, if you do select delivery and we can combine your orders, we will refund the charge).

If your order has been fulfilled and already on its way, you will need to select delivery.

I have asked to combine my orders but I have received a ‘ready to collect’ email.

If you selected ‘pick up from store’ but asked us to combine orders, this is an automatic email issued by our website to all click and collect orders. Please disregard this.

Can I exchange an item from my order?

If you would like a different size, colour or product, the easiest way to do this is to place another order for the required item, and return the original item.

Unfortunately, as a small business, we are unable to offer a free exchange or return service.

Any discount codes used apply to the original purchase only, and is not valid for any subsequent exchanges or purchases, after the discount code has expired or is no longer valid.

I selected pick up from store, but I can no longer collect, can I have my order delivered?

Let us know and we can send a link to complete payment for postage.

(If the total amount spent is over £75 delivery will be free)

Why have I received a refund for my delivery charge?

If you receive an unexpected refund for your delivery charge(s), this is because we have combined one or more of your orders into one parcel.

Why have I received a delivery cancellation notification from DPD?

This could be because we have printed the label too soon and we’re still trying to fulfil your order, or if we have more than one order for you and we can combine them, we will cancel one of the labels if already printed. If there is an issue with your order we will contact you.

I have spent over £75, why haven't I got free delivery?

You will need to enter the code ‘FREEDELIVERY’ during the checkout process. The discount is not automatic.

Why doesn't my discount code work?

Spelling - Please make sure that codes are spelled correctly (they are not case sensitive and have no spaces), if the code is misspelled it will not be accepted.

Expiry - Check that the offer has not expired.

Use the correct email address - Some codes may be linked to your email address, check which email address was used when you received the code. Using a different email address will not work.

One code per order - The system only allows one order or product discount code to be used per order, so choose the one that gives the best discount! Order or product discounts cannot be stacked.

The discount codes apply to the original purchase only, and is not valid for any subsequent exchanges or purchases, after the discount code has expired or is no longer valid.

We may not be able to rectify this after the order has been placed.

How do the rewards work?

If you have created an account with us, you will be receiving points for every order. These points can be used in exchange for a voucher code.

Tap the little shopping bag item in the bottom right of the screen, and log in if you haven’t already. Tap 'ways to redeem' and you can select how many of your points you'd like to use. 

You will then be given a voucher code for the chosen amount, which will also be emailed to you if you'd like to use it at a later date.

Bonus birthday points - Your birthday must be added at least 30 days in advance in order to receive the points on your birthday.

More info can be found on our rewards page.

My order has not arrived, when will it be delivered?

Please allow up to 5 working days for delivery. Once dispatched DPD will usually deliver next day and you can track this using the links and details send to your email address.

If there are any further delays, or you have received any notification from DPD regarding delays, please get in touch.

A product is out of stock, will you be getting more?

It's always worth asking! We may have more in the shop, or we can advise of when we are expecting more to arrive.

You can also sign up on each product to receive a notification when it ia back in stock.

How do the restock notifications work?

You can enter your email address to sign up for a restock notification.

You will receive an email as soon as it it restocked. It is possible that we have very few of the product, or one back as a return, so you do have to move quickly!

If the product is sold out after you have received the email, this means that it is out of stock again.

How do I unsubscribe?

There is an unsubscribe link on all of our emails.

If you have a gmail email address, sometimes the bottom of the email is cut off, in this case please contact us and we will remove you from our list.

I need more help, who do I contact?

Please contact our team:

customercare@chesterboutique.com