Delivery and Returns Information
At Chantilly Rose, we make it our aim to get your items to you as soon as possible.
We aim to have dispatched your items within 5 working days, and as standard will send your goods by first class post. For items that require pocketing or alteration, please allow a further 5-7 days.
In the event of goods being out of stock, we will notify you.
For UK addresses, postage is charged at a minimum of £1.99 plus vat. For orders including breastforms, the minimum delivery charge is £5.99. By sending your items by first Class post, we expect for your order to reach you within 3 working days.
If you would prefer us to use a special or recorded delivery service, please contact us and we would be very happy to do so at an additional charge.
NB All parcels are sent out under plain cover with just our return address – no logo.
International Postage Charge (Inc Eire)
Delivery outside the UK will take between 10 and 14 working days to reach you. This does not include bank holidays or weekends.
For customers ordering outside the UK please apply the following charges:
For bras - £5.00Prostheses - £10.00
Orders will be sent out via Royal Mail Overseas Registered Delivery.
Ordering from our website
The Chantilly Rose website is a secure website. You can order from this website with complete confidence. Your order details are sent directly to us via a secure server. Browse through the ranges without obligation to buy. If you choose to order, please place the item in your shopping basket and add more just as you would in a shop. Once ready to leave, click through to the checkout to pay for your goods.
Order by telephone
If you would prefer not to order online, please call us on 0844 800 3920You can order between 9am and 5pm Monday to Friday using your credit/debit card. If there is no reply it may be because we are busy with a customer so please feel free to leave a message. Please include your name and telephone number and we will return your call as soon as we can.
VAT Concession
VAT is not charged on post-mastectomy goods when supplied to customers who have undergone breast surgery, provided the items are for their own personal use. This applies to goods such as: ready-pocketed bras, bras to have pockets added before being delivered to the customer, some of our swimsuits as well as prostheses and some accessories. We have highlighted the eligible products by showing two prices, one with and one without VAT.
To qualify for the reduced rate, please complete our online declaration form and we will make the deduction to the products for you automatically at the checkout. If you create an account, this information will be stored for you, so you don’t need to worry about completing it again.
Returns & Exchanges
If you are dissatisfied with your purchase in any way, please return it to us within 14-days for an exchange or refund. Remember to include your name and address. We would be grateful if you can also let us know the reason for your dissatisfaction.
Goods to be returned should have labels still attached and be in original packaging and in original condition. It is your responsibility to ensure that the unwanted items are returned to us securely and that you have taken reasonable care of them while in your possession.
We do not provide free post and packaging for returns.
Non-refundable items
We are sorry but for hygiene reasons, self-adhesive prostheses are non-refundable
We are also unable to offer an exchange or refund on items that have been specifically adapted, e.g. pocketed, at your request.
You can request that any bra or top is sent to you prior to being pocketed if you wish to try it first.
Overseas Returns
These must be sent by registered post the cost to be met by you. Please note postage will be charged on exchange orders, charged as per original order charge (see above)
Complaints
We aim to provide you with a great customer experience, however if you feel at all dissatisfied with the service you received, please do get in touch, we would love the opportunity to put things right for you.
Please contact us by;
Phone - 0844 800 3920Email – libby@chantillyrose.co.uk
Letter - Chantilly Rose Ltd
Suite2, Blackford Mill
Stratford Road
Henley-in-Arden
Warwickshire
B95 6AP
