Policies
Shipping Policy :
At DLCHAIR, we strive to offer fast, reliable, and flexible shipping options for our customers.
We ship all orders via DHL to ensure fast, secure, and reliable delivery. Please see our updated delivery options below:
1. UK Delivery – DHL Express
• Delivery Time: 1–2 business days
• Price: £10.99
• Available for all in-stock items. Orders are typically dispatched the same day if placed before 1:00 PM.
2. Europe Delivery – DHL Express
• Delivery Time: 2–3 business days
• Price: £25.99
• Delivery times may vary slightly depending on the destination country.
3. USA Delivery – DHL Express
• Delivery Time: 3–5 business days
• Price: £35.99
4. Africa Delivery – DHL Express
• Delivery Time: 3–5 business days
• Price: £57.99
• Reliable express service with end-to-end tracking and support.
Customs Fee Policy
All international orders may be subject to customs fees, import duties, taxes, or other charges imposed by your country’s customs office. These charges are not included in the item price or shipping cost and are the responsibility of the customer.
We have no control over these fees and cannot predict what they may be, as customs policies vary widely from country to country. We recommend contacting your local customs office for more information.
By placing an order with us, you agree to be responsible for any customs fees incurred upon delivery. Refusal to pay these fees may result in the package being returned or destroyed, and we are not able to offer refunds in such cases.
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Pre-Order Items
For items that are not in stock, we offer a pre-order option. Pre-ordered items will be shipped within 5 to 10 business days from the date of order. You’ll receive a shipping confirmation email with tracking information once your order is dispatched.
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Return and Exchange Policy
At DLCHAIR, we want you to be fully satisfied with your purchase. If you need to return or exchange an item, please review our policy below:
• Eligibility for Returns and Exchanges:
• Items must be returned or exchanged within seven (7) days of receipt.
• Products must be unopened, unused, and untampered with. Returns or exchanges will not be accepted if the item has been opened, used, or altered in any way.
• Refunds:
• We offer refunds only as store credit. Cash refunds are not available.
• Customers are responsible for return shipping costs. The amount for return shipping will be deducted from the store credit issued upon return.
• Return Process:
1. Initiate Return: Contact our customer service team at support@dlchair.com within seven (7) days of receiving your item to request a return authorization.
2. Return Shipping: Customers are responsible for return shipping costs. The return shipping amount will be deducted from the store credit issued upon return.
3. Inspection: Once we receive the returned item, it will be inspected to confirm its condition. If the item meets our return criteria, a store credit equal to the purchase price, minus return shipping, will be issued.
• Exchanges:
• We do offer direct exchanges, but the item must be exchanged for another in-stock item.
• Customers are responsible for shipping costs for exchanges, and the return shipping amount will be deducted from the exchange value.
• Non-Returnable Items:
• Items that have been opened, used, or assembled.
• Clearance or final sale items, as specified at the time of purchase.
• Damaged or Defective Items:
• If your item arrives damaged or defective, please contact us within three (3) days of receipt. We will provide a replacement item at no additional cost to you.
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Order Cancellation Policy
We understand that plans can change. If you need to cancel your order, we offer the following cancellation policy:
• Cancellation Window: You may cancel your order within one hour of placing it.
• Refund Process: Upon cancellation, a full refund will be promptly processed to the payment method used at checkout.
• Order Processing: If your order has already been processed or shipped within this one-hour window, please contact our customer service team immediately at support@dlchair.com to discuss possible options.
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Lost and Missing Package Policy
At DLCHAIR, we use DHL, a highly reliable and efficient delivery service, to ensure your orders are delivered securely and on time. All deliveries are signature-on-hand to confirm receipt.
• Delivery Process:
• Signature Required: All packages are delivered with a required signature to ensure safe receipt of your order.
• Delivery Service: We exclusively use DHL, known for its dependable and trackable delivery service, providing you with real-time updates throughout the shipping process.
• Changing Delivery Instructions:
• Delivery to Neighbor or Safe Place: If you choose to change the delivery option for your package (e.g., delivering it to a neighbor or a safe place), please note that DLCHAIR is not liable for any issues that arise after this change. This includes, but is not limited to, missing packages, damaged items, or any loss or theft that occurs after the package is delivered according to your instructions. We will not offer refunds, replacements, or compensation in these situations.
• What to Do If Your Package Is Missing:
• Track Your Order: Please use the tracking information provided to locate your package. DHL offers real-time updates to help you track the status of your delivery.
• Contact Us: If you believe your package is lost or missing and it hasn’t been delivered, please contact our customer service team at support@dlchair.com within 7 days of the expected delivery date. We will assist you in contacting DHL for further investigation.
• Limitations of Liability:
• Once a package is marked as “delivered” by DHL, it is considered successfully received. If you have made alternative delivery arrangements (e.g., delivery to a neighbor or safe place), DLCHAIR is not responsible for any loss or damage that occurs thereafter.
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Delayed Order Policy
We strive to ensure timely delivery of all orders, but sometimes delays can occur due to factors such as high demand, shipping carrier issues, or customs processing.
• Communication of Delays:
• If we anticipate a delay beyond the estimated delivery timeframe, we will notify you promptly via email, providing updated delivery estimates.
• Order Tracking: You can monitor the status of your order using the tracking information provided in your order confirmation email.
• Responsibility for Delays:
• Carrier Delays: While we partner with reliable carriers, including DHL, delays can occur. DLCHAIR is not responsible for delays caused by shipping carriers.
• Customs Processing: International orders may experience delays due to customs clearance procedures. DLCHAIR is not responsible for such delays.
• Customer Support:
• If you have concerns about your order’s status, please contact our customer service team at support@dlchair.com. We are committed to assisting you and ensuring your satisfaction.
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Chargeback Policy
A chargeback occurs when a customer disputes a transaction with their bank or credit card issuer, leading to a reversal of the payment. While chargebacks are a consumer protection mechanism, they can be detrimental to businesses if misused.
• Customer Responsibility:
• Contact Before Disputing: If you encounter issues with your order, please contact DLCHAIR’s customer service team at support@dlchair.com before initiating a chargeback. We are committed to resolving any concerns promptly.
• Chargeback Misuse: Initiating a chargeback without prior communication may be considered misuse. DLCHAIR reserves the right to take appropriate actions, including reporting the incident to relevant authorities and pursuing legal remedies.
• Preventive Measures:
• Order Verification: We may contact customers to verify high-value orders or orders with unusual shipping addresses to prevent fraudulent transactions.
• Monitoring: DLCHAIR actively monitors for suspicious activities and reserves the right to refuse service to individuals engaged in chargeback abuse or fraudulent activities.
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Fraudulent Order Policy
DLCHAIR is committed to maintaining a secure shopping environment for all customers. Fraudulent orders undermine this commitment and will not be tolerated.
• Identification of Fraudulent Orders:
• Red Flags: Orders exhibiting signs such as mismatched billing and shipping addresses, unusually high order values, or multiple orders from the same IP address may be flagged for review.
• Verification Process: Suspicious orders will undergo a verification process, which may include contacting the customer for additional information or clarification.
• Consequences of Fraudulent Orders:
• Order Cancellation: Orders identified as fraudulent will be canceled immediately.
• Reporting: Details of fraudulent activities will be reported to relevant authorities, including law enforcement and financial institutions.
• Legal Action: DLCHAIR reserves the right to pursue legal action against individuals involved in fraudulent activities.
• Customer Cooperation:
• Information Provision: Customers are required to provide accurate and complete information during the ordering process.
• Communication: Responding promptly to verification requests helps prevent delays and ensures the security of your order.
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By placing an order with DLCHAIR, you agree to adhere to the terms outlined in these policies. We reserve the right to update or modify these policies at any time without prior notice.