Exchange & Returns Policy

Thank you for shopping with Christy UK. Your satisfaction is important to us. Please review the policy below carefully to ensure a seamless experience with your exchanges and returns.

1. Exchange Policy

We prioritise exchanges to help you find your perfect product. If you're not completely satisfied with your purchase, you may exchange your item(s) for another size, colour, or alternative product available on our website.

How to Initiate an Exchange:

  • Step 1 – Initiate Exchange:
    Visit our Returns Portal to request your exchange.
  • Step 2 – Choose a Replacement:
    Select either:
    • The same product in a different size or colour; or
    • A different product available on our website.
  • Step 3 – Price Adjustment (if applicable):
    • Higher-Priced Item: If your chosen item is higher-priced, you'll be guided to securely pay the difference online.
    • Lower-Priced Item: If your chosen item is lower-priced, we'll refund the price difference to your original payment method upon completion of the exchange process.
  • Step 4 – Processing Your Exchange:
    Your exchange will be dispatched once we receive your original item at our warehouse, and it successfully passes our quality checks. We’ll notify you via email as soon as your exchange is processed and shipped.

Exchange Conditions:

  • Exchanges must be initiated within 30 days of receiving your order.
  • Returned items must be unused, unwashed, and in their original condition.
  • All original packaging and tags must be intact.
  • Exchanges depend on product availability.
  • Gift boxes themselves are not eligible for exchange.
  • Items returned without prior notification or beyond the 30-day timeframe may not qualify for exchange or refund.

2. Returns Policy

If an exchange isn’t suitable, you may return your item(s) for a refund.

How to Initiate a Return:

  • Step 1 – Request Return:
    Visit our Returns Portal     to start your return.
  • Step 2 – Submit Your Return:
    • Once at the Returns Portal enter your order number (e.g., 498605) and the email used at checkout.
    • Select your reason for returning the item(s).
    • Submit your request for approval. Approval typically takes up to 24 hours (working days only).
    • Once approved, we'll email you a prepaid returns label. If you don't receive the label within 24 hours, please check your spam/junk folders or contact us at info@christy.co.uk or call us at 0161 367 5800
  • Step 3 – Send Your Return:
    • Print the return label, attach it to your parcel, covering any existing labels. Use original packaging (where possible) to ensure items are protected during transit.
    • Drop off your parcel at your local Royal Mail Parcel Shop.
    • You’ll receive email updates regarding your return status.

Refund Processing:

  • Refunds are processed to your original payment method upon successful quality inspection.
  • Allow up to 10 working days from approval for refunds to appear in your account.
  • Refunds apply only to the returned item(s), excluding non-refundable charges such as shipping or gift box costs.

Return Conditions:

  • Returns must be initiated within 30 days of receiving your order.
  • Items must be unused, unwashed, and in original saleable condition.
  • Original packaging and tags must remain intact.
  • Items received in a gift box are eligible for returns; however, the gift box itself is non-refundable.
  • For orders placed outside Mainland UK, the customer is responsible for return postage costs.
  • If your order included a promotional free gift ("freebie"), please include it with your return if you are returning the entire order.
  • We currently do not offer a home collection service for returns. Please drop your parcel at your nearest Royal Mail Parcel Shop.
  • Items returned without prior notification or beyond the specified timeframe may not qualify for a refund.

3. General Terms & Conditions

Items Not Eligible for Return or Exchange:

  • Filled Products: For hygiene reasons, filled items (duvets, pillows, mattress toppers) are not eligible for returns or refunds unless faulty.
  • Personalised/Monogrammed Products: Orders containing personalised items cannot be cancelled, exchanged, or refunded unless defective.
  • Gift Boxes: Gift boxes themselves cannot be exchanged or refunded.
  • Free Promotional Items ("Freebies"): Promotional items must be returned if returning your entire order.

Faulty or Defective Items:

If your item is faulty or defective:

  • Please contact our Customer Service team at info@christy.co.uk or call us at 0161 367 5800.
  • Provide full details of the fault, including photos where possible.
  • If a personal inspection is required, we'll arrange for the item to be returned and assessed by our Quality Control team.
  • Quality assessments usually take up to 5 working days following receipt.
  • We'll update you promptly with the outcome and next steps.

Shipping Costs:

  • Original shipping charges are non-refundable.

 

Distance Selling Regulations

You have 30 Days to return the product.

Return Address:

XPO RUGBY, UNIT 1, RUGBY, WA, CV23 9LE

 

Need Further Assistance?

If you have any queries or require additional support, please contact us:

Thank you for choosing Christy UK—we appreciate your business!