Refund policy
Return Information and Refund Policy
We will offer a refund for all items returned within a period of 30 days. If a return falls outside of those dates, then no refund will be offered.
It is the customers responsibility to ensure all items are well packaged. Any items that do not meet the below criteria will be subject to a 50% deduction to the refund to cover for damages and unsellable products, or will be refused and returned to sender.
Clothing & Accessories
Must be unused and in perfect condition in it’s original packaging with all tags and labels attached. Do not stick labels onto the original packaging.
Underwear & Swimwear
Underwear and swimwear cannot be returned due to hygiene and will not be refunded.
Footwear
The pair must be unused and in perfect condition and in original packaging. We advise trying footwear on a carpeted surface to protect the footwear. If the item is faulty, both shoes must still be returned.
How to Return an Item
We offer 2 returns services with Royal Mail & DPD.
UK Orders - Royal Mail Returns
Returning items worth over £249 are entitled to a free returns label with Royal Mail.
Returning items worth under £249 will be subject to a fee of £3.99. This will be deducted from your refund.
All outgoing delivery fees are non-refundable.
Keep hold of your proof of postage until your refund is complete.
Create Your Royal Mail Returns Label Here:
https://www.royalmail.com/track-my-return#/details/1260
UK Orders - DPD Premium Returns
We also offer a premium UK returns service with DPD. This is a tracked and signed for service. There is a fee of £4.15 to use this service.
Create Your DPD Returns Label Here:
https://returns.dpd.co.uk/cho/GB/home
International Orders
We do not offer free returns for items bought outside of the UK. It is the buyers responsibility to return the goods back to us. We recommend using a trackable service.
Amazon Orders
If you have purchased from Amazon, then please open a request via Amazon and returns information will be e-mailed to you from there.
Faulty Items
If you believe your item has a manufacturing fault then we may be able to offer alternatives such as a replacement or a repair. If we are unable to do either of those then we will refund the item in full on receipt of it being returned.
Please contact our customer service team shop@cho.co.uk with your order number, some photos of the issue, and details of what you believe to be the manufacturing fault.
We will ask for the item to be returned so that we can inspect the item to determine if it is a manufacturing fault. If we are unable to clarify this then the item may be sent back to the manufacturer itself to make that decision, which will be final. This process can take up to 6 weeks. In some instances, the manufacturer may repair the item and you will be advised if this is the case.
Please note that if an item has been purchased over 6 months ago then we may deem it to be a wear and tear issue as it would be determined that the customer has had the goods for a reasonable length of time.
Refunds
We usually process your refund within 2 working days of the item being returned to us, however please allow up to 14 days for the refund to be returned back to your bank account. You'll get an email once it's been scanned back into our system and will be updated every step of the way until your refund is complete.
Contact Us & Our Returns Address
We will always do our best to get back to you the same day you email: shop@cho.co.uk
Returns
CHO Fashion & Lifestyle
12-16 Lonsdale Street
Carlisle
Cumbria
CA1 1DB