ChiVelour – Terms & Conditions

Last Updated: 12 December 2025

Welcome to ChiVelour. These Terms and Conditions ("Terms") govern your use of our website and the purchase of products from ChiVelour Ltd ("we", "us", "our").

By accessing our website or placing an order, you agree to be bound by these Terms. If you do not agree, please do not use our website.

1. About Us

ChiVelour is a trading name of ChiVelour Ltd, a company registered in England and Wales.

Company Number: 16468750
Registered Office: Bramley Road, Cheam Sutton, United Kingdom SM2 7LR
Contact Email: concierge@chivelour.com

2. Eligibility & Age Restrictions

By placing an order through our site, you warrant that:

You are legally capable of entering into binding contracts.
You are at least 18 years old.
Alcohol Policy: If your order contains alcohol, you confirm that both you (the buyer) and the recipient are aged 18 years or over. We operate a "Challenge 25" policy upon delivery; valid ID may be required. We reserve the right to withhold delivery without refund of shipping costs if valid ID cannot be produced.

3. Products, Descriptions & Substitutions

ChiVelour specialises in luxury curated and bespoke gift boxes.

Visual Representation: All product descriptions, images, and packaging visuals are for illustrative purposes. As our boxes are hand-curated, slight variations in colour, finish, and presentation may occur.
Substitutions: We pride ourselves on quality. In the event that a specific item within a curated box is unavailable (due to supply chain issues or seasonality), we reserve the right to substitute it with an item of equal or greater value and similar style. We will ensure the overall aesthetic and value of the gift remain uncompromised.
Allergens & Ingredients: Product ingredients and allergen information are provided by the manufacturers of the individual items included in our boxes. While we strive to ensure this information is conveyed accurately, we cannot guarantee that items are free from cross-contamination. Customers are responsible for checking product labels upon receipt.

4. Pricing & Payment

Currency: All prices are displayed in GBP (£) and include VAT where applicable.
Delivery Costs: Delivery charges are not included in the product price and will be added during checkout.
Payment: Payment must be made in full at the time of ordering. We use secure third-party payment processors (e.g., Stripe, PayPal) and do not store your full financial details.
Errors: We reserve the right to cancel orders due to evident pricing errors. If we cancel an order after payment, a full refund will be issued immediately.

5. Orders & Contract Formation

Order Process: Your order constitutes an offer to purchase. An order is not accepted until you receive a dispatch confirmation or a specific "Order Acceptance" email from us.
Rejection: We reserve the right to decline any order for reasons including, but not limited to, stock unavailability, inability to obtain authorisation for payment, or identification of a pricing or product description error.

6. Bespoke & Personalised Orders

No Cancellations: In accordance with the Consumer Contracts Regulations, bespoke, personalised, or made-to-order goods are exempt from the standard right to cancel. Once an order for a bespoke item is placed and production has commenced, it cannot be cancelled or refunded unless faulty.
Customer Accuracy: You are solely responsible for the accuracy of the text, names, and design choices provided for personalisation. We do not proofread for spelling or grammatical errors made by the customer.
Gift Messages: We offer the option to include a personal message. We reserve the right to refuse to include any message that we deem offensive, threatening, legally compromised, or detrimental to the ChiVelour brand image.

7. Corporate & Bulk Orders

For orders exceeding [e.g., 10 units] or specific B2B contracts:

Different payment terms (such as a non-refundable deposit) may apply.
Lead times will be agreed upon separately in writing.
Cancellations of bulk orders may incur a restocking or administration fee to cover costs already incurred by ChiVelour.

8. Delivery

Estimates: Delivery dates are estimates only and are not guaranteed. We are not liable for delays caused by third-party couriers or customs clearance.
Recipient Availability: It is your responsibility to ensure someone is available to receive the parcel. If a parcel is returned to us following failed delivery attempts, a re-delivery fee may be charged.
Risk: Risk of loss and damage to products passes to you on the date when the products are delivered to the address provided.
International Orders: For delivery outside the UK, the recipient is the importer of record and must comply with all laws of the destination country. Import duties and taxes are the responsibility of the recipient.

9. Returns, Refunds & Cancellations

Non-Bespoke Items: You have the right to cancel your contract for standard (non-personalised) items within 14 days of receipt without giving a reason.
Exclusions: The right to cancel does not apply to:
- Goods made to your specification or personalised.
- Goods likely to deteriorate or expire rapidly (e.g., fresh food, flowers).
- Sealed goods which are not suitable for return due to health protection or hygiene reasons if unsealed after delivery (e.g., earrings, cosmetics).
Return Process: To initiate a return, contact us at [Insert Email]. Items must be returned unused, in original packaging, and in a resalable condition. You are responsible for return shipping costs unless the item is faulty.

10. Damaged or Faulty Items

If your order arrives damaged or is not as described:

You must notify us within 48 hours of delivery.
Please provide clear photographic evidence of the damage (both the item and the external packaging).
We will assess the issue and offer a replacement (subject to availability) or a full/partial refund.

11. Intellectual Property

All content on this website, including text, graphics, logos, images, and the compilation thereof, is the property of ChiVelour Ltd or its suppliers and is protected by copyright and other intellectual property laws. You may not reproduce, duplicate, copy, sell, or exploit any portion of the service without express written permission.

12. User Content & Reviews

If you submit reviews or content to our site or social media channels:

You grant ChiVelour a perpetual, royalty-free, non-exclusive licence to use, reproduce, and display such content for marketing purposes.
You represent that you own the rights to this content and that it does not infringe on any third-party rights.

13. Limitation of Liability

To the fullest extent permitted by law:

ChiVelour shall not be liable for any indirect, incidental, or consequential damages (including loss of profit or opportunity) arising from your use of the website or products.
Our total liability to you for any claim arising out of the purchase of products is limited to the purchase price of those products.
Nothing in these Terms limits our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be excluded by law.

14. Force Majeure

We will not be liable for any failure to perform, or delay in performance of, any of our obligations that is caused by events outside our reasonable control ("Force Majeure Event"), including but not limited to acts of God, war, strikes, pandemic, fire, flood, or failure of public/private telecommunications networks.

15. Privacy & Data Protection

We process information about you in accordance with our [Privacy Policy]. By using our site, you consent to such processing and you warrant that all data provided by you is accurate.

16. Governing Law & Jurisdiction

These Terms are governed by English law. Any dispute arising from, or related to, such Contracts shall be subject to the exclusive jurisdiction of the courts of England and Wales.

17. Changes to Terms

We reserve the right to revise and amend these Terms from time to time. You will be subject to the policies and Terms in force at the time that you order products from us.