Returns Policy
RETURNS AND REFUNDS
Chimes of Freedom accepts returns and exchange requests for any unwanted items within 28 days of the order being delivered, either to your shipping address or delivery office/collection point. Clothing and accessories must be returned to us in the original condition and with tags still attached. We do not offer pre-paid returns.
When returning an order we recommend choosing a tracked and signed for postal service. This way, a signature will be required by us upon delivery of your returned order. Unfortunately we cannot be held liable for missing parcels. Returned orders are the customer's responsibility until they reach us. Please ensure that parcels are packaged securely.
Please address all returned orders to the below address:
Chimes of Freedom
(Cocobooloves.com)
Floor 1, 14a Horton Street
Halifax
HX1 1PU
Please include the return form (completed accordingly) in the parcel. If the return form is not enclosed, delays will occur with the return process.
Customers will receive a return confirmation email from us as soon as we have received the returned order. Refunds and exchange requests will be processed within 7 working days from the date that we receive the returned order. PayPal, Klarna and ClearPay refunds will process immediately as soon as it's been actioned by us, however debit/credit card refunds will take several working days to show in your account, dependant upon who you bank with.
WASHING ERRORS
Unfortunately we cannot be held liable for any washing errors which occur. Appropriate washing instructions will be included on the inside of all garments. We reserve the right to refuse a returned order if we determine that it does not adhere to our return policy.
FAULTY RETURNS
Customers are entitled to a full refund up to 30 days after receiving the goods if they are deemed by us to be faulty. We cannot be held liable if a fault has occurred due to negligence on the customer's behalf, such as, but not limited to, pulls from wear, or not following the care instructions. Loose buttons do not constitute a fault. A repair, where a repair is possible, will always be offered as a goodwill gesture. Only manufacturing faults will be considered.
If an item is deemed to be faulty upon its delivery to a customer, we will require photographs of the area(s) in question. These images can be sent to our email address, info@chimesoffreedom.co.uk. One of our team will respond within 48 hours. Although we do require images of the fault(s), no final decision regarding the query will be made until the item is inspected by us in person.
PLEASE NOTE: Please take care when trying garments on. If an item is returned to us in a condition whereby it isn't possible to re-sell, it will be returned to the customer.
FAIR USE
At times our system will flag up account activity in relation to excessive returns. It may notice an unusual pattern of returns activity. It may be the case that a huge amount of orders are being placed resulting in a huge amount of returns in a short period of time. If the system notices an 80% and over return rate, it may lead us to question the account use. We would always contact you before to discuss this matter prior to any account being suspended. Please be assured that this is in relation to account activity only. We reserve the right to question any account we believe to be misused.
EXCHANGES
Simply note your request on the returns form, whether it be a size change or a request for a different style. We will do our best to honour the exchange (if stock allows) and will ship out the new item(s) to you at our expense within 7 working days.
VOUCHERS/CREDIT NOTES
For any returned orders that have been purchased using a digital gift card, the monies will be refunded back to that card.
LATE RETURNS
If orders are returned after the 28 day allocated return time, a decision will be made at the discretion of Chimes of Freedom. As an alternative to a refund, a voucher code for the same value as the returned item may be raised instead.
CONTACT
EMAIL: info@chimesoffreedom.co.uk