Welcome to Chantell. Below you can find answers to common questions about our products, orders, payments, shipping, returns, refunds, and cancellations.

1. What is Chantell?

Chantell is a UK-based online retail store operated by METAL BOX ENTERTAINMENT LTD, a company registered in the United Kingdom.

Website: https://chantell.shop/

2. Who operates Chantell?

Chantell is operated by:

METAL BOX ENTERTAINMENT LTD
Company Number: 07967837

Address:
Kemp House
152–160 City Road
London
England
EC1V 2NX
United Kingdom

3. How can I contact Chantell?

You can contact our customer support team through:

Email: sales@chantell.shop
Telephone: +44 7855 052937

For order-related enquiries, please include your order number.

4. How do I place an order?

To place an order:

  1. Browse our products.

  2. Select the product you want.

  3. Add it to your shopping basket.

  4. Proceed to checkout.

  5. Enter your delivery details.

  6. Select an available payment method.

  7. Review your order.

  8. Complete your purchase.

You should receive an order confirmation after your order has been successfully submitted.

5. Will I receive an order confirmation?

Yes. After successfully placing an order, we generally send an order confirmation to the email address provided during checkout.

If you cannot find it, please check your spam or junk folder.

6. How long does delivery take?

Our estimated delivery timeframe is:

7–12 business days

After dispatch, estimated courier transit time is generally:

1–2 business days

Therefore, customers should generally allow approximately 8–14 business days overall.

These are estimates and not guaranteed delivery dates.

7. Do you deliver across the UK?

Yes. We currently offer delivery within the United Kingdom, subject to product availability and courier coverage.

8. Do you provide tracking?

Where tracking is available, tracking information may be provided after your order has been dispatched.

Please allow some time for tracking information to become active after dispatch.

9. Can I change my delivery address?

If you entered an incorrect delivery address, contact us immediately.

Email: sales@chantell.shop

We will make reasonable efforts to update the address before dispatch, but changes may not be possible once your order has been processed or dispatched.

10. Can I cancel my order?

Yes, you can request cancellation as soon as possible.

If the order has not yet been processed or dispatched, we will make reasonable efforts to cancel it.

If it has already been dispatched, you may need to receive and return it under our Cancellation and Return & Refund Policies.

11. Do I have a 14-day cancellation right?

For most eligible goods purchased online by UK consumers, you generally have a statutory right to cancel within 14 calendar days from the day after receiving the goods.

Certain legal exceptions may apply.

Please see our Cancellation Policy for full details.

12. Can I return an item if I change my mind?

For eligible purchases, yes.

You generally have a statutory cancellation period for online purchases.

Contact us before returning the product so we can provide the appropriate return instructions.

13. How do I request a return?

Email:

sales@chantell.shop

Please provide:

  • Order number.

  • Full name.

  • Email address.

  • Product you want to return.

  • Reason for return, where applicable.

We will provide the appropriate instructions.

14. Where should I send my return?

Please do not send returns to our registered address unless we specifically instruct you to do so.

Contact customer support first to obtain the correct return instructions.

15. Who pays for return shipping?

For eligible change-of-mind returns, customers are generally responsible for the direct cost of returning the goods unless we have agreed otherwise or applicable law requires us to pay.

If a product is faulty, damaged, or incorrect, different rules may apply.

16. What if my order arrives damaged?

Please contact us as soon as possible.

Where possible, provide photographs of:

  • Damaged product.

  • Packaging.

  • Shipping label.

  • Visible damage.

We will investigate and provide an appropriate solution.

17. What if I receive the wrong product?

Contact us at sales@chantell.shop with:

  • Order number.

  • Product ordered.

  • Product received.

  • Photographs, where possible.

We will investigate the issue and arrange an appropriate resolution.

18. What if my parcel is delayed?

If your order has not arrived within the estimated delivery timeframe, contact us.

We will review the available tracking information and, where appropriate, investigate the matter with the delivery provider.

19. What if my parcel is lost?

Contact us if you believe your parcel has been lost.

We may investigate the delivery status with the relevant courier.

Where a parcel is confirmed as lost, we will provide an appropriate remedy in accordance with applicable UK consumer law.

20. When will I receive my refund?

For a valid cancellation, we will process the refund in accordance with applicable law.

Where goods have already been returned, we may generally wait until we receive the goods or receive evidence that they have been sent back, whichever occurs first, subject to applicable law.

Your bank or payment provider may require additional time to make the funds available.

21. How will my refund be paid?

Refunds will generally be issued using the same payment method used for the original purchase.

22. Can my refund be reduced?

Where permitted by law, a deduction may be made if returned goods have been handled beyond what was reasonably necessary to establish their nature, characteristics, and functioning and their value has consequently been reduced.

23. Can I return a faulty product?

Yes.

If a product is faulty, defective, or does not conform to the contract, contact us.

Depending on the circumstances, you may have statutory rights to:

  • Repair.

  • Replacement.

  • Refund.

  • Price reduction.

  • Another legal remedy.

24. Can I exchange an item?

We may offer exchanges depending on availability.

Contact sales@chantell.shop if you would like to request an exchange.

Where you have a statutory right to cancel or another legal remedy, you are not required to accept an exchange instead.

25. Are sale or discounted items returnable?

Generally, yes, subject to the applicable cancellation and return rules.

Discounted products remain subject to applicable statutory consumer protections.

26. Are there products that cannot be returned?

Certain products may be excluded from statutory cancellation rights, including certain:

  • Personalised products.

  • Custom-made products.

  • Perishable products.

  • Sealed hygiene-sensitive products once opened.

  • Sealed software or recordings once unsealed.

  • Certain digital content.

  • Other products covered by statutory exceptions.

Your rights regarding faulty or incorrectly supplied goods are not removed by these exceptions.

27. What payment methods do you accept?

Available payment methods are displayed at checkout.

Payment options may vary depending on factors such as:

  • Location.

  • Order value.

  • Payment provider.

  • Product.

  • Other applicable conditions.

28. Is my payment information secure?

Payments may be processed through secure third-party payment providers.

We generally do not store complete payment-card details ourselves.

Payment providers may have their own privacy and security policies.

29. Do you use cookies?

Yes. Chantell may use cookies and similar technologies for purposes such as:

  • Essential website functionality.

  • Shopping basket and checkout.

  • Security.

  • Preferences.

  • Analytics.

  • Performance.

  • Marketing, where permitted.

Please see our Cookie Policy for more information.

30. How is my personal information used?

We may use personal information to:

  • Process orders.

  • Arrange delivery.

  • Process refunds and returns.

  • Provide customer support.

  • Maintain website security.

  • Prevent fraud.

  • Improve our website.

  • Send marketing communications where permitted.

Please see our Privacy Policy for full details.

31. Can I unsubscribe from marketing emails?

Yes.

Marketing emails generally include an unsubscribe option.

You can also contact us at:

sales@chantell.shop

Please note that you may still receive important transactional communications relating to your orders.

32. What happens if I enter the wrong email address?

Contact us as soon as possible.

If your order has not yet been processed, we will make reasonable efforts to update the information.

33. What if I do not receive my order confirmation?

First, check your spam, junk, and promotions folders.

If you still cannot find the confirmation, contact:

sales@chantell.shop

Please provide your name and any available order information.

34. Can I modify my order after placing it?

Contact us as soon as possible if you need to change:

  • Product.

  • Quantity.

  • Delivery address.

  • Other order details.

We will make reasonable efforts to assist before processing or dispatch.

Once an order has been processed or dispatched, changes may not be possible.

35. What happens if a product becomes unavailable?

If a product becomes unavailable after an order has been placed and we cannot fulfil it, we may contact you and provide an appropriate refund where applicable.

36. Do weekends and public holidays count as business days?

Generally, business-day estimates exclude weekends and applicable UK public holidays.

Delivery may therefore take longer during bank holidays, Christmas, New Year, or periods of high courier demand.

37. What happens if my parcel is returned to you?

A parcel may be returned due to:

  • Incorrect address.

  • Failed delivery attempts.

  • Refused delivery.

  • Failure to collect.

  • Other delivery issues.

Contact us if your parcel has been returned so we can review the circumstances and advise you of the available options.

38. What if my tracking says “Delivered” but I haven’t received the parcel?

First, check:

  • Around your property.

  • With household members.

  • With neighbours where appropriate.

  • Any designated safe place.

  • Courier delivery instructions.

If you still cannot locate the parcel, contact the courier and then contact us so we can assist with an investigation.

39. Do your policies affect my legal rights?

No.

Nothing in our policies is intended to remove or restrict statutory rights that cannot legally be excluded under UK consumer law.

Your rights concerning faulty goods, cancellation, refunds, delivery, and other consumer protections remain unaffected.

40. How Can I Contact Chantell?

If you have any question that is not answered above, our customer support team will be happy to assist.

Chantell
Trading name of METAL BOX ENTERTAINMENT LTD
Company Number: 07967837

Address:
Kemp House
152–160 City Road
London
England
EC1V 2NX
United Kingdom

Email: sales@chantell.shop
Telephone: +44 7855 052937
Website: https://chantell.shop/

For order enquiries, please include your order number so we can assist you as quickly as possible.