Returns
The Chimp Store Returns Policy.
At The Chimp Store we pride ourselves on our superb customer service and that includes making our returns procedure as easy as possible. If you make a purchase from www.thechimpstore.com and upon receipt of the goods decide you have the wrong size, you don't like the colour, you made a mistake or you've just changed your mind, you can have a replacement or a refund...your choice. Simply return the goods, unused, in their original undamaged packaging within 28 days of receipt for a refund or replacement. Under these circumstances we cannot refund any postage charges*, accept any returns of underwear, accept items that aren’t in their original packaging or not in a re-sellable, like new condition. (*This includes the cost of delivery for any items sent under a Free Delivery upgrade)
Damaged / Incorrect Goods.
In the event you receive goods which have been damaged in the post or have been sent to you incorrectly, the goods may be returned to us providing they are in their original packaging. Please email our customer service team quoting your order number and a brief but detailed description of the issues and we will reply with the next step in rectifying your issues.
How Do I Return My Items?
To make a return to The Chimp Store simply return your item to the address stated below. You will need to fill out your returns form with, your name, order number, phone number, email address, what you are sending back, why and if you require a refund or an exchange. If you weren't supplied with a returns form you can download one here. We advise all customers to use a local postal service to return any unwanted goods, this is likely to be the cheapest method of return. Although it is not mandatory we advise using a tracked service as we are not responsible for any items lost in transit. All return postage costs are to be paid by the customer as we do not currently offer free returns.
International Returns.
If you are returning an order from outside the European Union (USA, Canada, Japan, China, etc) please make sure that it is marked as 'returned goods'. The Chimp Store is not responsible for any import duties incurred from incorrect labelling of a return or exchange.
Send all products back to:
Chimp Returns,
8, Newbridge Trading Estate,
Whitby Rd,
Bristol,
BS4 4AX.
I Shipped By Item(s) Back, Why Haven't You Emailed Me?
Due to the volume of returns we receive we cannot email you to confirm receipt of your return. If you need to know it has been received we suggest sending your item back via recorded delivery. We aim to process all returns within 21 business days of receipt and once processed you will receive an automated email updating you on the status of your return. If after 21 business days (Mon-Fri) you still haven't had an update, please email us.
How Long Will It Take For The Money To Be Back In My Account?
Once your return is received and the refund is processed it can take up to 10 working days for the amount to be shown in your bank account, depending on your bank. Paypal refunds, should you have paid with Paypal can take up to 7 days to show in your Paypal account. We aim to process all returns within 21 business days.
Due to the volume of returns we receive we cannot confirm receipt of your return. If you need to know it has been received we suggest sending your item back via recorded delivery.
I Returned My Items But You Haven’t Refunded My Shipping Costs!
Any postage costs incurred for outbound delivery are non-refundable on the return of goods. *Returned items that have been subject to free shipping and are being returned for a monetary refund not exchanged goods will have our original delivery cost deducted from the amount refunded. Standard delivery is charged at £2.99 and Next Day Delivery is charged at £3.99.
How Do Exchanges Work?
If you want to exchange an item its simple, follow the instructions above for returning your item and give us instructions of what you want instead. Once your items are back with us we will re-send them to you free of charge (UK Customers only. Exchanges outside of the UK will have our usual postage costs added.) All exchanged products will be sent via Royal Mail Tracked 48 for UK orders or Skynet for international orders, unless the customer has requested a delivery upgrade.
Cancelling Your Order.
If you wish to cancel your order that is fine. We don’t require a reason but please get in contact with us ASAP. When cancelling an order it is best to contact us by phone. As long as your orders hasn’t already shipped we will cancel your order and refund you at the time of your call. If you cancel your order via email it may take us slightly longer to respond and on some occasions orders ship before this information is seen. If your order ships before you had chance to cancel it you can return the goods to us as a regular return.