Shipping policy

Shipping & Delivery Policy

Welcome to Chilluno. We strive to provide a seamless and premium delivery experience for our luxury bedding collections. Every order is handled with exquisite care and dispatched from our local UK warehouse to ensure a prompt, pristine, and secure arrival.

1. Shipping Destinations
We currently ship exclusively to residential and commercial addresses within the United Kingdom. International shipping options are not available at this moment; however, we plan to expand our delivery services globally in the near future.

2. Shipping Methods, Rates & Delivery Windows
To best accommodate your requirements, we provide two fully tracked shipping services at checkout. Since our core luxury bedding collections are premium products, we are delighted to offer unconditional free standard delivery across our catalogue.

• Standard Tracked Shipping:
  - Cost: FREE (On all orders, with no minimum spend required).
  - Estimated Delivery Window: 3 – 5 working days from dispatch.

• Express Premium Shipping (Fulfilled via DPD):
  - Cost: £6.91 for all orders.
  - Estimated Delivery Window: 2 – 3 working days from dispatch.

3. Order Processing & Dispatch Timelines
To maintain a meticulous fulfillment standard, our UK warehouse operates on a strict daily schedule;
Daily Order Processing: 

• Standard orders (fulfilled via Royal Mail or Evri) are compiled and processed daily at 9:00 AM London time (GMT/BST) for all orders received up to that point.
• Express premium orders (fulfilled via DPD) feature a later daily cut-off time of 14:00 London time.

Dispatch Windows: Once processed, orders are typically dispatched from our facility within 24 hours on standard working days (Monday to Friday).

Weekend & Holiday Orders: Orders placed on Friday afternoon, over the weekend, or during official UK public bank holidays will be securely prepared and dispatched on the subsequent working Monday morning.

Tracking Activation: As soon as your parcel leaves our fulfillment center, you will automatically receive a Shipping Confirmation Email containing a dedicated end-to-end tracking link.

4. Delivery Conditions & Package Tracking
All shipments are sent via fully tracked domestic premium couriers (including Royal Mail, Evri, or DPD). For your convenience, real-time tracking updates will be communicated directly by the courier via email or text message.
If you are not available at your property to personally accept the delivery, our courier partners may leave your package in a designated secure safe place on your premises, leave it with an immediate neighbour, or route it to a local collection depot. Clear instructions and alternative collection arrangements will be specified on your digital courier notice.

5. Lost or Delayed Shipments
In the rare event that your tracking status states that your order has been successfully delivered but you cannot locate the package, or if you suspect it has been lost in transit, please contact us immediately at info@chilluno.com within 48 hours of the delivery notification timestamp. Please double-check your initial confirmation invoice to verify that your exact shipping address was entered correctly, which allows us to expedite an official investigation with the carrier service.

6. Damaged or Faulty Deliveries
We stand unreservedly behind the exceptional quality of our craftsmanship. We kindly ask that you inspect your bedding collections immediately upon receipt. Any items that arrive damaged, stained, or defective must be officially reported to our Customer Care team within 7 days of delivery. Please email your order details alongside three clear photographs of the defect to info@chilluno.com so we can immediately process a premium replacement under our product care guidelines.

7. Absolute Transparency: No Import Duties or Taxes
Because every single Chilluno order is packaged and fulfilled directly out of our domestic warehouse located inside the United Kingdom, there are absolutely no hidden import duties, customs clearance fees, or surprise international taxes. The final grand total stated at your checkout window is guaranteed to be final and fully inclusive.

Corporate Identity & Legal Framework
Chilluno is an exclusive commercial trading name owned and operated under the legal architecture of Weft Home Limited.
- Registered Office Address: 5 Norfolk Place, London, W2 1QN, United Kingdom.
- Official Customer Communications: info@chilluno.com (All inquiries are personally answered within 1–2 working days).