FAQs

Contact
How can I contact ChillyLiving?

If you have any questions, don't hesitate to reach out to us—we're happy to help! Our experts are available five days a week to answer all your questions.

Contact: info@chillyliving.com

How long does it take to receive a response?

We strive to respond to your inquiry within 24 hours on business days.

Products

The product or size I want is out of stock. What now?

You can leave your email address on the contact page. This way, you will be automatically notified when the item is back in stock.

How do I redeem my voucher or gift card?

To redeem your voucher, enter the discount code during the first step of checkout. Once entered, the value of the voucher will be deducted from the purchase amount.

Orders & Payment

What payment methods can I use?

You can pay using Credit cards, Apple Pay, and Google Pay.

Will I receive an order confirmation?

Yes! You will receive an order confirmation email immediately after placing your order. This email will include your order number (a 5-digit code), order details, and shipping address.

I entered incorrect address details. Can this be changed?

Shipping

Which countries do you ship to?

Currently, we only ship to United Kingdom

What are the shipping costs?

Shipping is free—we cover the cost!

How can I track my order?

Once your package is shipped, we will send you an email with a tracking link. This allows you to check the status of your order and provide additional delivery instructions if needed.

I haven't received my order. What should I do?

Haven't received your order? We're sorry! After placing your order, you will receive an order confirmation with your order number. Your order will be shipped within 1-2 business days. You will then receive a shipping confirmation email with a tracking link.

If you haven't received this email or if the tracking status is unclear, contact us at info@chillyliving.com.

My tracking shows that my order was returned. What should I do?

Contact us at info@chillyliving.com. One of our customer service representatives will investigate the issue and find a solution as soon as possible.

Returns & Exchanges

I've changed my mind. What now?

Changed your mind? That’s completely fine! If you notify us within 14 days of receiving your order that you’d like to return it, we will ensure that the purchase amount is refunded to your account within 14 days of receiving the returned item.

Please note that return shipping costs are at your expense.

I want to exchange my product. How do I do this?

You can exchange your order for a new item within 14 days from the delivery date. The buyer is responsible for the return shipping costs. The new item will be sent to the customer within seven days of receiving the returned product.

The product arrived damaged. What now?

Received a damaged product? Send us a photo of the item along with your order number within 14 days to info@chillyliving.com, and we will send you a replacement for free within seven days of receiving your email.

I received the wrong order. What now?

Received the wrong product? Send us a photo of the incorrect order along with your order number within 14 days to info@chillyliving.com, and we will ensure that the correct order is sent to you within seven days.

I never received my order. What now?

Never received your order? Send us an email with your order number to info@chillyliving.com, and we will arrange for your order to be reshipped free of charge within seven days.

I want to cancel my order. What now?

Changed your mind? No problem! If you notify us within 24 hours of placing your order that you want to cancel, we will ensure that the purchase amount is refunded to your account within 14 days of receiving the cancellation request.