Customer care is very important to us, so we have put together some of the frequently asked questions that we receive on a regular basis. We value our customers and do our best to help at all times. Hopefully, you will be able to find the answer to your question(s) on this page. If not, then please feel free to contact us. We will be pleased to hear from you.
Ordering & Delivery
Product Returns Policy
Online Security & Privacy
Ordering & Delivery
It is easy to order online?
We have carefully designed our web site to make ordering extremely easy. All you need to do click on the "Add to Bag" button for the item you wish to purchase and it will add that item to your shopping bag. You can then either click on the "Continue Shopping" button if you wish to add more items to your shopping bag, or simply click on the "Check Out" button to pay with your credit/debit card or PayPal.
Can I place a telephone order?
No sorry. We do not accept telephone orders. All orders must be placed online using your Credit/Debit card or PayPal.
I may need to ask you a question?
We love to help and we'll do our best to help you. If you need to ask us a question, you can email us direct by using our convenient online contact form. Simply go the the botton of the website and click on the "Contact Us" link. We always try to answer the same day, if not by the next working day.
Will I get an order confirmation?
Yes! As soon as your order has been processed successfully, you will receive an order confirmation by email.
Can I track my order?
Once you have placed your order, you will be able to track the status of your order from initial processing through to despatch. Once your items have been despatched from the warehouse and in the hands of the courier, you will be emailed a unique parcel tracking number so you can check the delivery status.
Can I change or cancel my order?
Once you have placed and submitted your order online and it is in our system and put through the "processing" stage, we are unable to make any changes or cancellations. Please read our terms & conditions of ordering for full details.
How much is delivery?
To view our current delivery costs, please click here.
Do you deliver overseas?
Yes we do. We deliver all over the world. If you are outside of the UK mainland, you can obtain an accurate delivery cost by clicking here.
When will my order be despatched?
Your order will usually be despatched from the warehouse within 1-3 working days from the day that you placed your order but can take up to 10 working days depending on stock availability. Personalised items normally take 14 working days depending on the item that is being personalised.
Product Returns Policy
What is your refund policy?
We pride ourselves on offering high quality products and first class customer service. When you receive your order, we want you to be 100% satisfied and nothing less! If for any reason you are not completely satisfied with your purchase, please complete our online returns form (bottom of the page) so we can authorise your return. You will be issued with a RAN (Returns Authorisation Number) and the returns address. Items returned that are not authorised or are outside our terms and conditions will not be accepted. Please read our terms & conditions for full details.
What is your exchange policy?
If for any reason you wish to return your items for an exchange, please also complete our online returns form (bottom of the page) so we can authorise your return for an exchange. You will be issued with a RAN (Returns Authorisation Number). Items returned that are not authorised or are outside our terms and conditions will not be accepted. Please read our terms & conditions for full details.
Which items are not returnable?
The following items are non-returnable and non-refundable; cameras, edible items and personalised products.
What if my items are damaged?
The warehouse picking and packing team are very experienced in packing to eliminate any damages whilst in transit. On receipt of your order, please inspect all items carefully and any damages must be reported to Chloe Beck within 24hrs. We may ask you to photograph the damaged items and then email the photo to us so we can show this to the courier for proof of damage. Alternatively, we will have the items collected from you by the courier for inspection before we send out replacements.
What if some items are missing?
All orders are packed and checked by 2 (two) members of the packing team and then signed off once completed. Therefore, we very rarely make errors with orders that are despatched to our customers as we know it would be disappointing to receive an incorrect order. If for any reason, you do have a discrepancy with your order, please contact us within 24hrs from receipt of goods so we can investigate.
When will my refund be issued?
Once we are in receipt of the goods that you have returned and they have been inspected and signed off, your refund will be processed within 14 working days.
When will my exchange be processed?
Once you have returned your items to be exchanged, this process will usually take 3 working days from receipt of goods. Therefore, once we receive the items back to the warehouse and they have been signed off, we will aim to despatch your new items within 3 working days.
Will I be charged a re-stocking fee?
No! We do not charge a re-stocking fee for items that are returned for an exchange.
Do you offer samples?
If it's a colour match you need, we can offer samples on our personalised favour boxes, cake boxes, napkins and ribbon. Unfortunately we do not offer samples on any other items.
Do you publish a brochure?
No, sorry! As we are regularly updating our product line with new and exciting items, a printed brochure would become out of date very quickly. The best place to view our full product line is on our website.
What occasions do you cover?
We supply high quality favours and party gifts for every type of special event imaginable such as, weddings, babies, anniversaries, birthdays, christenings & communions, engagements, corporate events, hen & stag parties and lots more. No matter what type of event you are planning, we are sure to have the perfect favour to suit your special occasion.
Do you have a shop I can visit?
No, we don't sorry! We operate as an online business only to keep our overheads low and offer our customers the best prices we can.
Can I pitch my products to Chloe Beck?
Sorry, but we are not currently accepting any new product ideas from suppliers.
Can I read your customer comments?
Of course! You can read what our customers are saying about us by clicking on this customer comments link.
Online Security & Privacy
Is it safe to order online?
Absolutely! This is by far the easiest, fastest and most secure way to place your order. We use the latest, industry-leading Secure Sockets Layer (SSL) technology to provide encryption of personal information such as your name, address and credit card details. In this way, information passed between your computer and us cannot be read in the unlikely event of someone intercepting it. Our site is 100% secure and all of your personal information is completely safe.
Are my details kept confidential?
Definitely. We treat personal data very seriously and will never share your information to any unauthorised third party.
Can I read your terms & conditions?
You can click here to read our terms & conditions.