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SHIPPING & RETURNS

SHIPPING & RETURNS 

SHIPPING

Q. HOW MUCH IS SHIPPING?

We currently offer the following shipping methods within the UK. Time estimates are calculated from despatch, not when the order was placed. We aim to process and despatch all orders within 1-3 business days.

  • £3.95 Royal Mail 2nd Class on all orders under £35

  • £4.55 Royal Mail 1st Class on all orders under £50

  • FREE 2nd Class delivery on all orders over £35 

  • FREE 1st Class delivery on all orders over £50

Q. DO YOU SHIP OUTSIDE OF THE UK?

Due to the pandemic interrupting delivery times, we currently only ship within the UK - including Northern Ireland. We're so sorry for any disappointment this may have caused, but we're working hard to expand our international services in the near future. 

 

Q. WHEN WILL MY ORDER BE DISPATCHED?

We aim to pack your Cheripai goodies as quickly as possible, and it's our promise to despatch all orders within 1-3 business days.

During busy periods and across national holidays, despatch and delivery times may be a little longer. Cheripai is a one-woman business so please keep this in mind, but rest assured you'll get to meet your new products very soon! 

 

Q. DO YOU PROVIDE TRACKING INFORMATION?  

At the moment, no tracking information is provided with your order. All orders are sent via Royal Mail 2nd Class as standard, with the option to upgrade to 1st Class at checkout. Orders over £100 will be automatically upgraded (at no extra cost to you) to Royal Mail 1st Class Signed For - a signature will be required upon delivery.

Once your order has been despatched, you'll receive an email from us letting you know it's on the way. Please note this may sometimes be delivered to your junk folder.

Orders shipped via a 2nd Class service should arrive within 2 to 4 business days from despatch. Orders shipped via 1st Class should arrive within 1-2 business days after despatch.

 

Q. HELP - I'VE MADE AN ERROR ON MY DELIVERY ADDRESS. CAN IT BE CHANGED?

If you've accidentally entered an incorrect delivery address, please message hello@cheripai.co.uk asap with "URGENT: DELIVERY ERROR" in the email title.

As long as your order hasn't left our premises, we should be able to update this for you. If your order has been despatched, we'll do what we can to get the package to you. Unfortunately this is sometimes out of our control, and Cheripai assumes no responsibility for lost or stolen packages, or for any additional postage costs required to rectify the issue.

Q. MY PACKAGE HAS BEEN DEEMED UNDELIVERABLE OR UNCLAIMED, WHAT HAPPENS NOW? 

Address errors sometimes result in a package being classified as undeliverable or unclaimed. If this happens, it should be on its way back to our premises - which can take up to 3 weeks or longer. 

Once we receive your package, we can either issue a refund to your original payment method, or arrange redelivery. If you'd like us to re-ship your items, you will be liable for the new delivery charges.

However, if this error has occurred at the fault of our courier, rather than a customer error, we will happily pay for redelivery or arrange a replacement to be sent out to you. 

RETURNS

Q. CAN I RETURN AN ITEM?

We hope you love everything in your Cheripai order, but if you'd like to return an item just get in touch. We accept returns for unused items in a resalable condition within 28 days of purchase, but ask our customers to please inform us of their return within 14 days

 

Q. HOW DO I RETURN AN ITEM?

Simply email hello@cheripai.co.uk with the details of your return. Please include "RETURN" and your order number in the email title. 

 

Q. HOW LONG WILL IT TAKE TO PROCESS MY RETURN?

We aim to complete all returns within 3 working days of receiving your items. A refund will be issued after we’ve inspected the goods to confirm everything is in a resalable condition. Once processed, it may take up to 14 days for your refund to appear in your account depending on the payment method used.

 

Q. DO I NEED TO PAY FOR A RETURN?

Yes, at the moment customers are liable for return shipping costs. We recommend using a tracked or signed for service, and please remember to contact us before returning your items.

CANCELLATIONS & INCORRECT/DAMAGED PRODUCTS

Q. CAN I CANCEL MY ORDER/REMOVE AN ITEM FROM MY ORDER?

If you’d like to cancel or amend your order, please email hello@cheripai.co.uk immediately. We’ll do what we can to accommodate your request. 

 

Q. MY ORDER HAS ARRIVED WITH AN INCORRECT, MISSING OR DAMAGED ITEM 

We're so sorry to hear something's not right with your Cheripai order! 

If your order arrives with an incorrect or missing item, please send us an email with the details at hello@cheripai.co.uk and we'll fix everything for you.

If a product has arrived damaged or seems to be defective, we kindly ask you to include a photo and any additional details in your email. If the item is still in stock and you'd like a replacement, we'll be happy to send this to you - shipping fees are on us! Alternatively, we can send you a refund for the item. 

 

Q. I'VE ORDERED A PRODUCT THAT IS OUT OF STOCK, WHAT DO I DO?

In the rare case that a site error has occurred, and you've ended up buying an item that's actually out of stock, we'll be in touch as soon as possible via the email you've provided at checkout. We'll explain the situation and confirm your refund.

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