Delivery & Returns

Here at Filthy Chilli we use Royal Mail to ship our products. Occasionally we may use an alternative courier for certain products such as Framed Gifts or Mugs.

Cancellation

Orders can be cancelled if your order has not been made (if personalised) or packed (if you order any standard items). Emails are answered during business hours only (Monday – Friday 9am – 5pm) in the order that they are received. It is possible that your order could begin production before we’ve had time to view your email. We will be unable to make any changes to your order if it’s began processing.  

Cancelling an Order

Please email us with the following information to:

filthychilli@gmail.com

Please email us with the subject:
Cancel order request Order Number: 
This will ensure we can identify your request quickly

Delivery Options (UK)

We use different Royal Mail services to ship your orders. Please note that the delivery times do not include the time it takes to print and make your order which varies depending on the product you have ordered.

First class - 1 to 3 working days

Second Class - 3-5 working days 

Special Guaranteed Next Day - will arrive the next working day if ordered before 11am

If you are not going to be home Royal Mail allow you to redelivery your items to collection points or a safe place, please note if you choose to have your parcel delivered to either of these you are acknowledging responsibility for the items. 

Refunds & Returns

If an item is faulty, we will request that you return it to us within 14 days of receiving. Please keep your proof of postage; if your item is damaged or faulty, we will refund return postage up to the cost of first
class mail. Please include your name, address, order number, and the reason for the return in the returned envelope. Refunds will be processed once the item has been examined, and they should be available within three working days of receiving the returned products. Your right to return things to us under these
Terms supplements any other statutory rights you may have.

If you are eligible for a refund, we will credit your PayPal account or the credit or debit card that you used to pay for the product(s). Alternatively, we may offer to resend the item for free. Please keep in mind that it is not our policy to offer both a refund and to resend new products.

Refunds are not available if the defect is the consequence of your own doing, such as product misuse, or if it is a customised item that was mis-spelled due to the information you provided when ordering.

When you return an item that was part of a larger transaction, we will refund the item less any additional postage costs you would have paid if you had not ordered the returned item in the first place. (For example, if you qualified for reduced or free shipping by ordering this item, but then returned it and it took you less than the cheaper or free delivery rate, postage would be taken from your refund).

We aim to reimburse the purchase price of your product minus any shipping expenses within 14 days. However, if the value if the goods has been decreased by any treatment beyond what is required to evaluate whether the product is as expected, we may subtract a cost from the amount we return to you to reflect that reduction in value. It should be noted that if a product's seal (or similar) is broken, its value is decreased to zero. Please follow any return procedures that we may specify from time to time for non-personalized products.

Personalised Products

Please keep in mind that unless they are damaged, customised items cannot be returned. Personalised goods cannot be returned once they have been printed. Some of the products available from us are not customised. You have the right to cancel a transaction for the purchase of a non-personalised item if you notify us of the cancellation no later than 14 days after the day the product is delivered, either by email or using our contact form. You must return the unused non-personalized product to us within 14 days after informing us of your cancellation, and you must pay the expense of returning the purchased item to our address.

It should be noted that the right to cancel a contract and return a product indicated in the previously mentioned section does not apply to customised products.

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