Shipping Charges
Shipping charges will vary due to item size, value and postal location. Prices will be calculated at the checkout.
When will I receive my order?
We take 2-5 working days to process your order and then delivery times are additional.
UK deliveries 1-3 working days, for outside the UK please allow up to 15 working days for standard economy delivery or 2-3 days for DHL Express.
Do you accept rush orders?
Yes, we do, please contact us before purchase with your request. We work with DHL Express to get your lovely products to you asap!
How does DHL Express On Demand work?
Once your order has been shipped you will receive a notification directly from DHL ODD Express letting you know that your parcel has been collected from us. After this you will be notified various times throughout the delivery process. If you have any problems at all please contact DHL customer services directly for any updates.
Custom Fees/VAT
Innocent Chaos is not responsible for any custom fees or vat added to your order during shipping.
All of our products are sent tracked and signed for so please ensure that the delivery address you choose has someone there to sign for your parcel. Missed delivery attempts are the responsibility of the buyer and any items returned to sender will be resent at an additional postage cost.
Do you accept refunds or exchanges?
All the pieces we ship out are made, packed and shipped with the highest level of care and attention possible. Due to the very delicate nature of our work, we cannot accept returns. Therefore, we cannot refund payments for pieces once bought. If you send your order back, we are not obligated to refund payment. All sales are final. Please choose your piece with care and if you have any questions regarding your order please contact us in advance at the following email address: info@innocentchaos.com
In the unlikely event that there is a fault with the product, it needs to be returned for inspection in its original condition, unused and unworn with all the original labels, packaging and proof of purchase within 14 days of receipt. If the goods do not reach us in this condition then your right to a full refund may be affected. Postage will only be refunded if the item is found to be faulty, otherwise the cost of returning the goods will be at your own expense. This does not affect your statutory rights.
If required, please contact us stating the issue and when and where the product was purchased. Please notify me within 7 days of receipt if you are unsatisfied with your product for any reason.
When returning an item, it is recommended that you use a recorded service as we are not responsible for items that are lost or damaged in the post. Items remain your responsibility until they reach me. Return postage costs will not be refunded unless the item is found to be faulty.
Bespoke Item Refund
If an item is created to bespoke criteria, that is to say if it has been made to specific size or colour then it is not eligible for a refund. Please do bear this in mind when ordering.
Packaging
We package your products carefully in acid free tissue paper, bespoke Innocent Chaos boxes and bubble wrap if needs be.