Shipping & Returns
Do you offer returns?
We accept returns on all unused or unopened products. Returns must be requested within 1 weeks of package receipt. We do not accept returns for any used items and there are no exceptions to this rule.
I need a return.
To file a return, please email hello@chugummies.com and provide a picture of your product + the following information:
- Name
- Email Address
- Order Number
- Item Being Returned
- Reason for Return
Please allow 1-2 business days for CHU to contact you with further instructions.
Do you offer free shipping on returns?
We do not offer free return shipping at this time, CHU support will provide you with a shipping label. Once we receive the return a refund will be issued less the amount of shipping.
How long do I have to make a return?
Returns must be requested within 2 weeks of receiving the product. Once a case is approved it must be sent back within 30 days of approval. All cases older than 30 days that have not been sent in or given further communication will be canceled and archived, no longer eligible for return or exchange
How do I ensure I get a full refund?
Only brand new items in an undamaged box will be issued store credit or for a refund. Once your returned item(s) are received and inspected, we will process the requested exchange, return, or store credit.
Returns for store credit will be given the full value of the product. Items returned for a refund will be assessed a flat £2.99 repackaging fee per item from the value of the refunded product to be assessed by our returns team at the time of exchange. If no repackaging is necessary the fee will be waved.
What's the deal with Shipping?
At this time CHU is unable to offer customers free shipping. We know it's a drag, and we are actively working on a free shipping option for the future.
We currently use Hermes as our shipping supplier, offering tracking, live delivery information, and fast turnaround.
When will my item ship?
All orders placed before 2:30 pm GMT will receive tracking within 2 business day. Items ordered over the weekend will not ship until the warehouse re-opens Monday (not including Holidays).
Where is my tracking number?
Once an item is ordered, you will receive a shipping confirmation. At this point, your order has been confirmed, but it has not been packaged. Once the pack is packaged, you will receive a second email containing a tracking number. Most tracking numbers will not update until 24 hours after you receive them.
How long does shipping take?
Once you receive a tracking number, your item should arrive within 3-5 business days. We ship from North Wales, UK, so areas closer to our origin may be delivered in the earlier part of the window.
Why is an adult signature required upon delivery?
We understand this can be inconvenient, but some items be shipped with the signature confirmation to protect you from theft.
Will people know I just bought CHU Gummies?
Nah, we understand not everyone wants to shout about their supplements, so we ship all of our products in unassuming white pouches. Some CHU information may be on the shipping labels.
However, “CHU” may show up on your billing statement. We cannot change this due to Visa/Mastercard regulations, and we apologize in advance for the inconvenience
Do you offer international shipping?
At this time, its a tricky situation. We do ship internationaally, however COVID-19 related restrictions have added extra costs we didn’t expect. For example, when we launched, shipping to the united States was £7.99, a reasonable fee, but has sadly shot up to over £22.00, outside of our control. If you would like to be notified when the product becomes available to ship more cost effectively to your individual country, please let us know.
What happens if my item breaks during shipping?
In the unlikely event you receive a damaged or defective item, CHU will replace it at no cost. Notify our support team within 72 hours of delivery with an order number and a few photos of the packaging and damaged item(s). We'll take care of the rest.
Don't throw anything away until you speak with a rep; we might need the package back! In the event you're asked to ship a package back, we will always provide a prepaid return shipping label. Learn more about our return policy or file a return using the links below.
Feeling lost?
That was a lot of information. Don't worry, we have a team of CHU representatives who can answer any problems or questions both before or after purchase.
For any questions or issues about an online order, please feel free to contact us directly at hello@chugummies.com.
