Custom Chic Delivery Policy

General Information

Every order at Custom Chic is made-to-order - crafted with care, checked for quality, and packaged securely to ensure it arrives in perfect condition.

Our shipping timelines are carefully calculated to align with our commitment to delivering high-quality personalized gifts on time. Once your order is placed, we begin production with the utmost care, ensuring every detail meets our craftsmanship standards.

• Production Time: This includes crafting your item, quality checks, packaging, and preparing it for shipment. Since all our products are made to order, please consider this time when estimating your delivery date. 

• Shipping Time: This refers to the time it takes for your order to travel from our facility to your delivery address. 

• Delivered = Processing Time + Shipping Time

Delivery Timeframes

Production and shipping times vary depending on the item(s) you order and the delivery address. Please note that these are estimated timeframes.

⚠ Important: Orders placed after the cut-off dates may not arrive in time for the occasion. While we always strive for on-time delivery, we cannot guarantee or be held responsible for delays on late orders.

To help you plan ahead, we will publicly announce order cut-off dates on our website when necessary.

⚠ Special Note: During high-demand periods such as Valentine's Day, Mother's Day, Father's Day, Christmas, and Halloween, production and shipping may take a few extra days due to increased order volumes.

For the best experience, we highly recommend placing your order as early as possible during peak seasons! 

Shipping Costs

Your shipping cost is calculated based on a few factors:

• Weight and size of your package
• Delivery destination

Shipping costs can vary depending on promotions, discounts, or special offers.

You'll see the exact shipping cost calculated during the checkout process.

Handling Lost Orders or Incorrect Address Deliveries

1. Lost Orders

• If your order is lost during transit, we will either resend a new product or offer a 100% refund to ensure your satisfaction.

• If the tracking status shows "Delivered" but you haven't received your package, please:

• Check with neighbors, family members, or your building's reception in case someone received it on your behalf.
• Contact the shipping carrier for more details about the delivery.
• If you still cannot locate your order, reach out to our customer support team for further assistance.

2. Incorrect Address Deliveries

• If you realize you've entered an incorrect shipping address, please contact us within 2 hours of placing your order so we can make the necessary corrections.
• If your order has already been shipped, we regret that we cannot modify the delivery address. In such cases:
  • If the package is returned to our facility, we can reship it to the correct address (additional fees may apply).
  • If the package is lost in the return process, unfortunately, we will not be able to issue a refund or resend the product.

For any concerns, our customer support team is always here to assist you. Please don’t hesitate to contact us at support@customchic.co.uk.

Q&A – Delivery

1. Why hasn’t my order arrived yet?

If your order was expected to arrive by the estimated delivery date but hasn’t reached you yet, here are a few possible reasons:

• Shipping Delays: Occasionally, unexpected delays with the shipping carrier may occur, which are beyond our control.
• Incorrect Address: Your shipping details may be incorrect or incomplete. Please double-check your address in your check out and your confirmation email.
• Delivered to a Pickup Location or Neighbor: If you weren’t available at the time of delivery, the package may have been left at a designated pickup point or with a neighbor for security reasons.

If you've verified these factors and still haven't received your order, please reach out to our support team at support@customchic.co.uk for assistance.

If your shipping address was incorrect, we can process a replacement order for you. However, you will be responsible for the cost of the new shipment.

2. Why isn’t my tracking number working?

Before contacting us, please try the following:

•  Check for typos: Ensure you've entered the tracking number correctly without extra spaces.
• Allow time for updates: Tracking information may take a few hours or even 1-2 days to appear after your order has shipped.

If your tracking details still don’t work after 48 hours, please contact our support team via live chat (bottom right corner of our website) or email at support@customchic.co.uk.

3. Why were my items shipped separately?

Your order may arrive in multiple packages due to:

• Different Warehouses: Some items are produced in different locations, so we ship them separately to ensure the fastest delivery possible.

• Shipping Methods: Depending on size and weight, certain items may require different shipping methods.

• Production & Packaging: Some items go through separate production or packaging processes, so they are shipped as soon as they are ready.

If your order exceeds the estimated delivery time or you’re missing an item, please reach out to us immediately at support@customchic.co.uk for prompt assistance.

4. Can I Change My Shipping Address While My Order Is in Transit?

We understand that sometimes unexpected changes happen, and you may need to update your shipping address after placing an order. 

Please select the situation that applies to you below: 

Address Changes Within 2 Hours:
You can request a shipping address change within the first 2 hours after placing your order via:

• Live Chat on our website
• Customer Service
• Email: support@customchic.co.uk

Address Changes After 2 Hours:
After the 2-hour window, your order may have already entered production or been prepared for shipment. In this case, changing the shipping address may no longer be possible.

Exceptions & Considerations:

• Some orders may not be eligible for address changes due to security reasons or logistical constraints.
• If an address change is approved, delivery may take longer than the original estimate. Please allow extra time for your order to arrive.

For the smoothest experience, we encourage you to double-check your shipping details before completing your purchase. If you have any concerns, don’t hesitate to reach out to our support team!