My Account
Toggle Search
Shopping Bag
X
GB
GB
Country:
GB
United Kingdom
Language:English
Currency:GBP (£)
Toggle Menu
 

Returns & Refund Policy

Terms for International Returns

Any duties, VAT, and taxes for any unwanted item(s) returned will be deducted from the refund payment. Faulty or incorrect goods will be inspected upon arrival in our central hub and will be dealt with accordingly.

Please make sure the package is clearly marked as a RETURN. We advise you to write this in both English and your country's language, if applicable. This might incur fewer charges upon re-entry. We will update this section as soon as any developments occur.

Any charges that are applied to returns due to the new regulations will be deducted from the refund.

General Terms

ChrisElli has different procedures depending on the reason for your return. We aim to keep these processes as simple as possible.

All refunds will be made only once the items have arrived back at our warehouse, and been checked by our returns team.

Below, we will explain the difference between:

You will also find:

  • In the event that you are not entirely happy with your order, you may return it. We offer you a 30-day return period in which you can send us back the product(s) you have purchased.

    If the product(s) have been handled with reasonable care, are in the condition they were received in, and have not been worn, then they are eligible for return. If there is missing or damaged packaging a minimum of £9.99 fee will be applied to cover costs. Any additional damage will be assessed on a case-by-case basis and additional charges may apply.

    In the UK, we offer shipping labels for unwanted returns for £7.99. Alternatively, you can choose to ship the item back at your own cost. We can only pay for returns postage when goods are faulty or sent incorrectly.

    Steps for returning unwanted goods

    1. Please contact us to inform us of your wish to return the product(s).

      Note: Please let us know as soon as possible if wish to return an item. You have 30 days from the date of purchase to return items back to us.

    2. Send your product to the return address.

      IMPORTANT: You must cover the cost of the return postage of an unwanted item. Please keep your proof of posting until we acknowledge receipt of goods.

    3. Once we receive your goods, we will refund the full cost of the item(s), minus any applicable fees and shipping label costs. You will receive your refund within 14 days of the date of return of the product(s).

    Please note:

    • Earrings cannot be returned unless they arrive faulty, due to hygiene reasons.
    • We reserve the right to return to you any product(s) that are shipped back to us without prior notice or are outside the 30-day returns window.
    • The 30-day return window starts from the date the order is placed.
    • If any adjustments, for example, bracelet resizing, are made to personalise your product(s) you may NOT return the item unsuitable. This is because a bespoke item has now been created by or for you and the item can no longer be sold as new. If the item is faulty and adjustments have been made, each case will be looked at individually before an offer of refund or exchange is made.
    • We shall refund the full payment minus any charges to you as soon as possible and in any event within 14 days of the date the product(s) are received back at our warehouse.

  • We thoroughly inspect products for defects before they are dispatched, however, occasionally they can get damaged during transit. We apologise if this happens to you.

    Upon delivery, please inspect the product(s) and notify us promptly of any faults with your order. If you receive an item from us which is incorrect or faulty, please follow these steps:

    1. Contact us immediately to inform us that you wish to return the product. Please include a description of the fault or problem.

    2. Return the product within 14 days of the dispatch date of your order, using the return address.

    In the event of you returning incorrect/faulty product(s) to us, we will refund you the cost of the return postage within 14 days.

    To return your product in the UK and EU countries, you can print off a prepaid label which we will provide.

    If you do not use a prepaid label, we will refund your postage to you on receipt of the item. The maximum amount we can refund is as follows:

    • Returns from the UK: max £7.50
    • Returns from the rest of the world: max £25

    All faulty or incorrect returns from European Union countries must be sent back using the prepaid label provided.

    Please note that we will refund the GBP equivalent and that exchange rates are out of our control.

  • Send returned items to:

    ChrisElli
    PO Box 2041
    Croydon, Surrey
    CR90 9JW

    Please be sure to email us first before you send back your product(s). Once we have received notification of your wish to return your product(s), we ask that you send your product(s) back to us prepaid and insured for the full purchase price. We will not be responsible for items that have been lost or damaged during transit.

    Please include a brief description of the fault and your order number with your returned product(s), as this will help us deal with your problem quickly and efficiently.

    When returning a product please ensure you keep your proof of posting until we acknowledge receipt of goods.

  • You will be responsible for the cost of returning the product(s) to us unless the product shipment was in error on our part.

    We reserve the right to return to you any product(s) that are shipped back to us without prior notice.

    When returning a product for any reason, you must do so in the precise condition you received it from ChrisElli. All personal data related to you and/or any other third party that could be present in the product must be fully removed and deleted before returning the product. Any and all associated accounts must be removed and disconnected from the product, and the software must be reset. You will be fully responsible for any data breach that may occur if you fail to do so.

    You must remove from the product any item not related to the returned product, and the item must be returned as originally received from ChrisElli. ChrisElli will not be responsible for any such items mistakenly left in the returned product or within the box containing the product.

    You agree and accept that the returned product will become the property of ChrisElli, and that ChrisElli is therefore entitled to sell it to third parties at its full discretion.

    Refurbished items can only be returned for a refund. Due to the nature of the products, we cannot guarantee that there are replacement items available so you will have to return the refurbished items and we will refund your payment, excluding the cost of the return, which you will have to cover.

ChrisElli Returns and Refunds FAQs

  • Please note that refunds are only processed once the item is received back at our main warehouse. After we receive the item, it usually takes 3 to 5 working days from the day of the refund for your payment to show up on your statement, depending on who you bank with. During busy periods, this can take up to 14 working days.

    Returns from distant regions outside the UK (e.g. Australia) may take up to 8 weeks to reach us when using our label.

  • If you have decided to send back your purchase, please return it in its original condition.

    The following items cannot be returned unless they arrived faulty to you:

    • Earrings cannot be returned unless they arrive faulty, due to hygiene reasons.
    • If any adjustments, for example, bracelet resizing, are made to personalise your product(s) you may NOT return the item. This is because a bespoke item has now been created by or for you and the item can no longer be sold as new. If the item is faulty and adjustments have been made, each case will be looked at individually before an offer of refund or exchange is made.

  • To carry out a full reset to factory settings (i.e. wipe all the data on your smartwatch), please follow the steps using the guides and manuals below. Please erase your smartwatch data before returning a smartwatch to us.

    For other brands, please check for a "Factory Reset" or "Reset" option in the device's settings menu. If this cannot be found, please visit the manufacturer's official website or contact their support team for information on how to reset and erase the data on your connected watch.

  • Yes. The same returns and refunds policy applies to your order if you paid with Klarna.

    For more information on the refund process for Klarna see our Klarna FAQ page.

  • Unfortunately, we are unable to accept returns in person. All returns must be sent to us via post. This ensures that all returns are properly tracked, processed, and handled efficiently by our returns team. Please follow the instructions provided in our Returns Policy to send your item back to us. ChrisElli is an online-only business and our warehouses are not open to customers.

    If you need assistance with the returns process, feel free to contact our customer support team.