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Delivery



Up to £100 £100 & Over
UK - Standard £3.99 FREE
UK - Next Day Special Delivery £7.99
Europe - Standard Tracked £9.99
International - Standard Tracked £13.99

How much does delivery cost and how long will it take?

UK - Standard Delivery: Flat rate of £3.99 to the UK - FREE for orders above £100.00

Your order is shipped through Royal Mail Business First Class post and usually takes 1-2 working days.

UK - Next Day Special Delivery: £7.99

Valid for orders placed Monday to Thursday before 4pm. Orders placed after Thursday 4pm are delivered on Monday, orders placed on Saturday and Sunday are delivered on Tuesday. Your order is shipped through Royal Mail and a signature is required upon delivery. If you require guaranteed Saturday delivery please call us and we can advise you of the charge. It is possible but can be expensive!

Europe - Standard Tracked: £9.99

All our Tracking and Signature services aim to deliver to Europe within 3-5 working days.

International - Standard Tracked: £13.99

All our Tracking and Signature services aim to deliver worldwide within 5-7 working days.

Please call or email if you require to upgrade your overseas order to express delivery (2-3 days) and we will be able to advise. Telephone + 44 (0)1244 324792 or email chester@chateaudesable.co.uk quoting your order number.

What happens if my order comes over two deliveries - am I expected to pay postage twice?

No, you only pay one lot of postage per order, regardless of how many parcels we send out to you.

What if I'm not in when you make a delivery?

A card will be left by Royal Mail saying they’ve called but no one was home. There will be instructions to either collect at your local sorting or register online for re-delivery.

Can I have free postage on my order?

We are currently offering free postage within the UK on orders over £100. We have considered offering it all the time but the costs would have to be absorbed elsewhere (i.e. the price of the clothes going up!) So we feel this is currently the fairest policy but will constantly review.

What currency will I pay and will there be any import duty?

Payment for products and delivery services is in pounds sterling (£). You'll be responsible for the payment of any local import duties on receipt of your parcel.



Returns



What’s your returns policy?

We have a flexible returns policy. If you want to return anything, for any reason at all, you have up to 7 days. As long as we receive the returned item in a saleable condition with bar code tags intact within 7 working days of the receipt of your order, we’ll exchange or refund it.

Please complete the returns form which will be included in your order. Please assist by including the name you used when placing your order. (we have a lot of confusion with maiden name/married names!)

What happens if I don't like the items or they do not fit?

We would ask you to send the item back to us and, depending on your preferences and stock levels, we’ll either exchange it or give you a full refund. Please fill in and enclose the returns form.

Do you offer free postage returns?

We prefer to keep costs as transparent as possible instead of absorbing such costs onto the product costs. So far this has been appreciated by customers but we will continue to review. Please remember that your parcel is your responsibility until it reaches us. We suggest that you obtain proof of postage when you return your item or you may choose a tracking service from Royal Mail or other couriers.

How long does it take to process my returns?

We try to process returns as quickly as possible, but it may take up to 7-10 days if the item is not currently in stock and is a special order. We will keep you updated on expected delivery times.

Where should I send my returns?

If you are returning goods for refund or exchange please send them to the below address. There will be a grey returns form in your parcel. Please complete and enclose with your return.
There is also a form you may wish to download, print and enclose with your parcel.

Click Here To Download Our Returns Form

Château de sable
22 Watergate Street
Chester
CH1 2LA
UK



Exchanges



Do I have to pay for postage if I want to exchange an item?

Our current policy is the customer pays for the return postage for exchange and we will send you out a different size or style and pay for the postage. We prefer to keep costs to customers transparent and by offering free returns we would have to incorporate such costs onto the products. We will continue to review this policy.

What if I want to exchange my item for something cheaper or more expensive?

We will refund the price difference between your item and a cheaper one, or require extra payment to match the price of a more expensive one. Please complete the grey returns form enclosed with your parcel.

How long do I have to exchange items?

As with returns, we offer you 7 days upon receipt of your goods to exchange the item. If you require your item to be delivered to an alternative address please advise on the returns form.