First Time Visitors


How do I sign up as a member?
Signing up to become a member of Chezonelle is easy, click here:  Sign Up Now!

When you reach the "Sign In", in the "New Customers!" section, create an account by entering your email address and a password of your choice. Then click the "Sign Up" button. The process is simple and takes less than a minute.

Why should I sign up as a member?
As a member of Chezonelle, you can enjoy a truly personalized online shopping experience and many benefits, such as:

» Secure online transactions
» Great customer service
» 14 day exchange policy
» Guaranteed satisfaction
» Write product reviews


Placing Orders


How do I place an order?
The process is quick and easy:

  1. Sign in;
  2. Add the items of your choice to your “Shopping Bag”. Make sure the quantity column of each item is correct.  If you change the quantity of any items, remember to click the “Update” button and allow the page to refresh;
  3. When finished shopping, click "Proceed to Checkout";
  4. Check your billing and delivery address, click "Continue Checkout Process";
  5. Review your order to make sure the information is correct. Click the "Edit" or "Remove" buttons to edit the order, then click "Continue Checkout Process";
  6. Enter your debit or credit cards details. Then click "Pay Now Securely". Alternatively you can choose to pay with your PayPal account;
  7. Once the order is successfully placed, you will receive a confirmation email. As soon as your item is despatched you will then receive a confirmation order email with an order number. Make note of your order number for future reference.


Shopping Bag


What is the shopping bag?
The shopping bag is where you keep your items until you are ready to checkout.  It works just like a shopping cart in a store. While you are still browsing, it holds the items you wish to purchase. We recommend, that you sign-in first before placing any items into the shopping bag. If you close your browser or leave the site, you may lose the items in your bag.

You may review what you have put in your shopping bag whenever you wish. All you have to do is click on the "Shopping Bag" link at the top of the page and you will be able to see all of your items.

How many items can the shopping bag hold?
There is no limit to the number of items you can place into your shopping bag.  For easy management, we recommend that you do not place more than 50 items in the bag.

Why can't I add items to my shopping bag?
If you are having trouble adding items to your shopping bag, you may have disabled the "cookies" function on your browser. To enable "cookies", please do the following:

For Microsoft Internet Explorer
1. From the toolbar at the top, choose "Tools"
2. Select "Internet Options"
3. Click on the "Security" tab
4. Click on "Internet"
5. Choose the "Default" level

For Netscape browsers
1. Select "Edit"
2. Select "Preferences" from the Edit menu
3. Select "Advanced"
4. Select "Accept all cookies" (or "Enable all cookies")
5. Click "OK"

Why can't I use the shopping bag feature?
You may need to enable JavaScript in your web browser to use the shopping bag feature. Please follow the simple instructions below to enable JavaScript in your browser:

If you are using Internet Explorer 5.5x (Windows) or above
1. Click the Tools menu.
2. Click Internet Options.
3. Click the Security tab.
4. Click the globe icon marked "Internet".
5. Click the Custom Level button to open the Security Settings Window.
6. Scroll down to Scripting.
7. Under Active Scripting, click Enable. A dot should appear in the corresponding circle.
8. Click OK to close the Security Settings dialog box.
9. Click Yes in the Warning! message box.
10. Click OK to close the Internet Options dialog box.

If you are using Netscape 6.x
1. Click Edit, then click Preferences.
2. Click Advanced.
3. Check Enable JavaScript for Navigator.
4. Click the OK button.


Edit My Order


Can I add items after I've placed an order?
Once your order has been placed, you will not be able to change the order from "My Account".

Can I cancel items after I've placed an order?
Once an order has been placed, we do not allow for order or item cancellation. We kindly suggest that you read the product information carefully before confirming your order.

Can I change the delivery address after I've placed an order?
Once your order has been placed, you will not be able to change the delivery address from "My Account". If your order has not yet been delivered, however, you may be able to make the necessary change by contacting Customer Services. If your order has already been despatched, the delivery address cannot be changed.

Can I change my credit/debit card information after I've placed an order?
Once your order has been placed, you will not be able to change your credit/debit card payment information.


About Payment


What payment options do you offer?
We accept all major international credit/debit cards including VISA, MasterCard, Maestro (previously Switch)/Solo, Visa Electron, Visa Delta and American Express. You can also pay through a PayPal account.

Chezonelle ensures that your online transaction will be secure and that your credit information will be protected.  Please see "Security and Privacy".  All transactions are billed when you place your order, as we aspire to 100% stock availability. We guarantee that you will not be billed for any additional charges not associated with the order.

You can also pay by cheque or postal order and place your order by calling our Customer Services on 0161 408 4248.

What is your credit/debit card verification procedure?
Card verifications are done automatically online by our payment gateway.

Can I pay with someone else's credit/debit card?
Yes. For security reasons, however, our Accounting Department may contact the rightful cardholder to verify the order and the identity of the cardholder. You must also ensure the card is registered at the same billing address shown in your Chezonelle account.

Where the delivery address is different from the billing address, will require a landland telephone number in both instances.

Please note that paying with someone else's credit/debit card will lengthen your card verification process and you must receive prior consent from the rightful card owner.

What currency do you charge my credit/debit card?
All transactions, regardless of shipping country, will be charged in UK (GBP) currency only.

How are refunds handled?
If we do need to issue a refund, it will be in the form of Chezonelle Store Credit. Please refer to our Returns Guide and Policy for more information.

What is Chezonelle Store Credit?
Chezonelle Store Credit is store credit which can be used as "money" on our site. It has no expiration date and it can be applied to any future orders. You can check your credit at the top of the "My Account" page.

If you have Chezonelle credit available, our system will provide you with the option to use it during the order checkout process.

What is CVC?
CVC (Card Verification Code) is an authentication procedure established by credit/debit card companies to provide greater security for Internet transactions. Also known as CVV (Card Verification Value) or CSC (Card Security Code), this 3 or 4 digit code is different from the standard credit/debit card number, and can be found on the front or back of the credit/debit card depending on the type of card. By entering the code during online transactions, the card holder verifies that the card is currently in their possession, thereby reducing the risk of card fraud.

How does CVC work?
The CVC is generated by encrypting the credit card number and expiry date with an encryption key known only to the issuing bank. This number is not stored on a credit card's magnetic stripe, so it cannot be collected during normal offline purchases, and will not appear on any sales receipts or billing statements. As such, the only way to obtain the CVC number is to have the card in one's possession. After entering the CVC during an online transaction, the number is sent to the issuing bank to verify that the card number and CVC match. This validates that the credit card user had the actual physical credit card in hand when they placed the order.

Where can I find the CVC number?
On a Visa or MasterCard, the CVC is a three-digit number located on the back of the card, usually in the signature stripe or to the right of it. On some cards, the CVC number will be printed on the back of the card after a full reprinting of the credit card number, or the last four digits of the credit card number. Please note the CVC number is a different number than your standard credit card number.


Availability


When will my order items be available?
Most of our items are in stock and ready for purchase. You can check an item's availability status on its product page.  Please note, however, that availability information is estimated and there is a slight chance restocking may be delayed. 

If your order contains both items that are in stock and items that need to be restocked, typically your order will be shipped out all together when the restocked items are available.

What if my order items are not in stock?
We will try our best to restock your order item(s) as soon as possible. If the items are no longer available, we will inform you promptly and remove the item(s) from your order. Unavailable items will not be charged to your account. 

What if I ordered more than one quantity of the same item?
There is always a chance that we only have one piece of physical stock on hand. However, please be aware that your order may take 7 - 14 days longer to arrange if you have ordered more than one piece.