Refund policy

We have a 14 day returns policy which means you have 14 days after receiving your item to request a return except underwear and socks.  

Only returns for which orders were placed on our official website www.chillstore.it will be made.  

Return costs are always borne by the customer and depend on the country or region of shipment. For non-EEC countries, import customs costs must be added which are also borne by the customer.  

To be eligible for a return, your item must be in the same condition you received it, unworn or unused, with tags and in its original packaging. You will also need the receipt or proof of purchase. The lack of packaging/tags or clear proof of use of the items are grounds for non-acceptance of the return.  

To initiate a return, you can contact us at shopchill31@gmail.com.

Once the return has been received, CHILL will check the quality of the product(s) to verify that it complies with our returns policy: if so, a refund will be made to the same payment method used for the purchase or a voucher will be sent via email. In the event that the returned item is not in its original condition or is damaged, CHILL will not proceed with the refund. In this case, the Customer can decide to receive the item again at his own expense. After this shipment, it will not be possible to return the order again. If the package, packaging and/or product are damaged, CHILL will deduct a percentage from the refund due, in any case not exceeding 20% of the same, as a contribution to the restoration costs.The same applies if items are missing (thank you card, bag).

Items sent back without first requesting a return will not be accepted.

You can always contact us for any return question at shopchill31@gmail.com.

Damages and issues
Please inspect your order upon receipt and contact us immediately no later than 24 hours (1 day) if the item is faulty, damaged or if you receive the wrong item, so that we can assess the problem and resolve it.

 

Change size

The fastest way to ensure you get what you want is to return the item you own. Once the return is accepted, we'll exchange the size and ship the product back to you. (Shipping costs for size exchanges are the customer's responsibility.)

In the event that the CHILL site is closed then it reserves the right to check availability in stock at the time of return. We remind you that returns are not accepted on size changes.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at shopchill31@gmail.com.