1. Orders & Payments
- Which payment methods do you accept? We accept major credit and debit cards, including Visa, Mastercard, and American Express, as well as digital wallets including Apple Pay and Google Pay. All transactions are processed through encrypted, industry-standard systems to support transaction confidentiality.
- Can I amend or cancel my order after placing it? If you need to update or cancel an order, please contact our support team at platform@chewandbounce.com as soon as possible. Once an order enters our dispatch process, modifications may no longer be possible, but you retain full rights under our 14-day statutory return policy upon receipt.
2. Shipping & Delivery
- Which countries do you ship to, and what are the delivery timeframes? We serve customers located across the United Kingdom and Europe. Deliveries are handled in partnership with established express logistics partners, including priority services from carriers such as DHL, FedEx, and UPS. Estimated delivery timeframes are 5 to 8 working days following order dispatch.
- How can I track my order status? At key fulfillment milestones—such as order dispatch, arrival at carrier hubs, and local delivery dispatch—an automated notification containing your parcel tracking details will be sent directly to the email address provided during checkout.
- What happens if my order exceeds the standard delivery timeframe? If your shipment exceeds the standard estimated transit window, please inform our customer support team. We will immediately initiate a formal inquiry with the carrier. Following carrier confirmation of transit delays or loss, we will arrange either a full refund or a replacement shipment based on the circumstances.
3. Returns, Statutory Rights & Damaged Items
- What is your return policy under UK and EU law? In accordance with United Kingdom consumer laws and European Union distance selling directives, you have a statutory 14-day right of withdrawal. You may notify us of your intent to cancel or return your purchase within 14 calendar days of physical receipt without giving any reason. To initiate a return, please send an email request to platform@chewandbounce.com.
- What should I do if an item arrives damaged or defective? If an item arrives damaged or defective from transit, please notify our customer support team at platform@chewandbounce.com within a reasonable timeframe. Please attach photographic evidence clearly illustrating the issue alongside your order details. Upon review and verification of the photographic proof, we will process a full refund or issue a replacement without requiring you to physically return the damaged item.
4. Customer Support
- How can I contact customer support? For any inquiries regarding products, order tracking, or returns, please reach out to our customer support team:
- Email: platform@chewandbounce.com
- Address: 2 Westow Street, Crystal Palace, London, SE19 3AH, United Kingdom
- Phone: +44 20 7998 0299
- Our team reviews incoming communications regularly and aims to respond to all inquiries within 24 hours during standard operating days.