Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at chenel@chenelabella.com.

Buyer will be responsible for the cost of the return, unless item is faulty. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at chenel@chenelabella.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on gift cards.

Personalised and Custom-Made Products

Please note that orders for personalised, customised, or made-to-order products cannot be cancelled, changed, or returned once the order has been placed and production has begun. These items are created specifically to your specifications and therefore are exempt from the standard right to cancel or withdraw from a purchase. We kindly ask customers to carefully review all personalisation details before submitting their order. If an item arrives damaged or faulty, please contact us and we will work with you to resolve the issue.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at chenel@chenelabella.com.