Last Updated: January 2026

This Shipping Policy explains how Chantell, operated by METAL BOX ENTERTAINMENT LTD, processes and delivers orders placed through our website.

Website: https://chantell.shop/

1. Business Information

Trading Name: Chantell
Legal Company Name: 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

2. Delivery Area

Chantell currently offers delivery to addresses within the United Kingdom, subject to product availability and courier coverage.

Delivery availability may vary depending on the product and delivery address.

3. Order Processing Time

Orders are normally processed after successful payment and order confirmation.

Processing times may vary depending on:

Product availability.
Order volume.
Payment verification.
Weekends and public holidays.
Other circumstances affecting fulfilment.

If additional time is required to process an order, we may contact you using the contact information provided at checkout.

4. Shipping Time

Our estimated shipping timeframe is:

7–12 business days

This is an estimated delivery timeframe and not a guaranteed delivery date unless expressly stated otherwise.

Business days generally exclude Saturdays, Sundays, and applicable UK public holidays.

5. Transit Time

Once an order has been dispatched, the estimated courier transit time is:

1–2 business days

Transit times can vary depending on the delivery provider, destination, weather, public holidays, and other circumstances outside our reasonable control.

6. Estimated Overall Delivery Time

The typical estimated timeframe is:

Shipping/processing: 7–12 business days
Transit: 1–2 business days

Accordingly, customers should generally allow approximately 8–14 business days for delivery, subject to circumstances outside our control.

These are estimates rather than guaranteed delivery dates.

7. Delivery Delays

Although we work to meet the estimated delivery timeframe, delays can occasionally occur.

Possible causes include:

Courier delays.
High order volumes.
Severe weather.
Public holidays.
Transport disruption.
Incorrect or incomplete delivery information.
Customs or regulatory delays where applicable.
Operational issues with delivery providers.
Events outside our reasonable control.

A delay does not automatically mean that an order is lost.

If your order has not arrived within the expected timeframe, please contact us so we can investigate.

8. Tracking Information

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

Please note that tracking information may take some time to update after the courier receives the parcel.

If you have received tracking information but it has not updated immediately, please allow reasonable time for the courier’s system to update.

9. Delivery Address

Customers are responsible for providing accurate delivery information at checkout.

Please check that the following information is correct:

Full name.
House or building number.
Street address.
City/town.
County, where applicable.
Postcode.
Telephone number.
Email address.

If you notice an error, contact us immediately at:

sales@chantell.shop

We will make reasonable efforts to correct an address before dispatch, but we cannot guarantee that changes will be possible once an order has entered fulfilment or has been dispatched.

10. Failed Delivery

A delivery may fail because:

Nobody is available to receive it.
The address is incorrect.
The address is incomplete.
The courier cannot access the delivery location.
The parcel is not collected from a designated collection point.
Delivery is refused.
Other circumstances prevent delivery.

The courier may attempt redelivery or leave instructions for collection.

Please follow the courier’s instructions where applicable.

11. Returned Parcels

If a parcel is returned to us because of an incorrect address, failed delivery attempts, refusal, or failure to collect the parcel, please contact us.

We will review the circumstances and advise you of the available options.

Any additional delivery or return costs will be handled in accordance with applicable law and the circumstances of the order.

12. Lost Parcels

If your order appears to have been lost in transit, contact us at:

sales@chantell.shop

Please provide:

Order number.
Name.
Delivery address.
Tracking number, if available.

We may contact the delivery provider to investigate.

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

13. Damaged Parcels

If your package arrives visibly damaged, please inspect the product as soon as reasonably possible.

If the product is damaged:

Take photographs of the packaging.
Take photographs of the damaged product.
Keep the packaging where reasonably possible.
Contact us at sales@chantell.shop.
Provide your order number and photographs.

We will investigate and provide an appropriate solution.

14. Incorrect or Missing Items

If you receive an incorrect product or an item is missing from your order, please contact us promptly.

Please provide:

Order number.
Product ordered.
Product received, if applicable.
Photographs where useful.

We will investigate and arrange an appropriate resolution where appropriate.

15. Delivery Confirmation

A courier’s tracking system may show an order as delivered.

If your tracking indicates that a parcel has been delivered but you cannot locate it, please:

Check around your property.
Check with household members.
Check with neighbours where appropriate.
Check any safe-place or collection instructions.
Contact the courier where applicable.
Contact us if the parcel remains missing.

We will assist with an investigation where appropriate.

16. Public Holidays and Weekends

Delivery and processing times may be affected by:

Saturdays.
Sundays.
UK bank holidays.
Christmas and New Year periods.
Other periods of increased courier demand.

Business-day estimates do not normally include weekends or applicable public holidays.

17. Changes to Delivery Information

If you need to change your delivery address after placing an order, contact us as soon as possible.

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

We cannot guarantee that changes can be made after an order has been processed or dispatched.

18. Delivery Charges

Any applicable delivery charges will be displayed during the checkout process before you complete your purchase.

Where free delivery is offered, the applicable delivery conditions will be shown on the website or at checkout.

19. Delivery and Cancellation Rights

Delivery estimates do not affect your statutory cancellation rights.

If you are a UK consumer purchasing eligible goods online, you may generally have a statutory cancellation right under the Consumer Contracts Regulations 2013.

Please refer to our Cancellation Policy for further information.

20. Consumer Rights

Nothing in this Shipping Policy is intended to restrict your statutory rights.

If goods are not delivered within the applicable legally required period or delivery arrangements otherwise fail to comply with your contract, you may have specific rights under UK consumer law.

Your rights may include remedies relating to:

Late delivery.
Non-delivery.
Lost goods.
Damaged goods.
Incorrect goods.

21. Events Outside Our Reasonable Control

We are not responsible for delays caused by circumstances outside our reasonable control, including:

Severe weather.
Flooding.
Fire.
Natural disasters.
Transport disruption.
Strikes.
Government restrictions.
Major courier disruption.
Power or telecommunications failures.
Other events beyond our reasonable control.

We will make reasonable efforts to minimise the effect of such events.

22. Contact Us

If you have questions about shipping or delivery, please contact us.

Chantell
Operated by METAL BOX ENTERTAINMENT LTD
Company Number: 07967837