Around 90% of our products are made to order. This helps us offer a wider selection of designs, sizes, colours, and materials while giving each order the attention it deserves.
Some products may be available for immediate dispatch. Availability and estimated processing times are shown on the product page or confirmed before your order is accepted.
We will do our best to help, but changes and cancellations cannot be guaranteed once production, processing, or dispatch has begun. Eligible cancellation requests may also be submitted through your ChillZone customer account.
Can I exchange an item?+
Direct exchanges cannot be guaranteed because availability may change. The fastest option is usually to return the original product and place a new order.
This does not affect your right to request a replacement for a damaged, defective, incomplete, or incorrect product.
Can I request a custom size, colour, or material?+
Some products are available in multiple standard options listed on the product page. If you need a configuration that is not shown, contact us before ordering.
Custom requests are reviewed individually and cannot always be guaranteed. Additional production time or cost may apply.
Can made-to-order products be returned?+
Being made to order does not automatically make a product non-returnable.
However, products made specifically to your individual specifications or clearly personalised products may be excluded from change-of-mind returns where permitted by law. Selecting a standard colour, size, material, or variation offered on the product page is not automatically considered personalisation.
Your rights remain protected if a product is damaged, defective, incorrect, incomplete, unsafe, or materially different from its description.
How can I contact ChillZone?+
For questions about products, orders, delivery, cancellations, or returns, email:
Photos or video if the product is damaged, defective, incomplete, or incorrect.
Do not send a product back to the address on the original shipping label or to our legal business address. We will provide the correct authorised return address and instructions.
How do you check product quality?+
Most ChillZone products undergo hands-on quality control during production and again before dispatch. We check the product’s appearance, finish, components, and packaging whenever possible.
Because products may be produced and shipped by different approved partners, the exact inspection process can vary by item.
How long does a refund take?+
For approved voluntary returns, refunds are normally issued to the original payment method within 10 business days after the returned product has been received and inspected.
For eligible EU withdrawals, reimbursement is processed according to statutory requirements. ChillZone may wait until the returned product is received or proof of dispatch is provided.
Your bank or payment provider may require additional time to display the funds
How long does delivery take?+
Estimated delivery times after dispatch are:
Small parcels: approximately 7–20 business days.
Rugs, floor lamps, and other medium or oversized parcels: approximately 12–30 business days.
Furniture delivered within the contiguous United States: approximately 25–55 business days.
Furniture delivered to other supported destinations: the estimate will be shown on the product page or during checkout.
These are estimated timeframes rather than guaranteed delivery dates. Customs processing, carrier delays, weather, public holidays, and remote locations may affect delivery.
How much does shipping cost?+
Shipping is calculated according to the product type, package size, weight, and destination. The complete shipping charge will be displayed at checkout before payment.
No additional shipping charge will be added after an order is confirmed unless you request a change to the order or delivery method.
Orders and Payment How do I place an order?+
Choose your preferred product, select the available size, colour, material, or other options, and proceed to checkout.
Please review all product options, dimensions, delivery details, and your shipping address carefully before completing the order.
Production and Delivery . How long does order processing take?+
Small and medium-sized products are normally processed within 3–7 business days. Furniture and oversized products may require 5–14 business days for preparation.
Made-to-order, customised, or special-order products may require additional production time. When a longer timeframe applies, it will be shown on the product page or communicated before the order is accepted.
Processing time is separate from delivery time.
Returns, Damage, and Refunds \Can I return an item?+
A voluntary return may be requested within 30 days after receiving the item.
The product should be unused, complete, in its original condition, and accompanied by proof of purchase. Original packaging should be retained whenever reasonably possible.
European Union customers also generally have a statutory 14-day right of withdrawal. Please review our full Return & Refund Policy before starting a return.
What is ChillZone?+
ChillZone is an online store offering thoughtfully selected furniture, lighting, rugs, wall art, and home décor. Our goal is to help you create a home where comfort and beauty go hand in hand.
What payment methods do you accept?+
The payment methods available for your country will be displayed securely during checkout. The final order total, including shipping and applicable taxes, will be shown before payment.
What should I do if my order arrives damaged or incorrect?+
Inspect your order as soon as reasonably possible after delivery. If there is a problem, retain the product and all packaging and contact support@chillzonehome.store.
Please send your order number, a description of the issue, photos or video of the product, photos of the inner and outer packaging, and a photo of the shipping label.
Depending on the circumstances, we may offer missing parts, repair, replacement, collection, a price reduction, or a partial or full refund. ChillZone covers the return cost when an item is defective, damaged in transit, incorrect, incomplete, or materially different from its description.
Where do you deliver?+
ChillZone currently delivers to supported addresses in:
The contiguous United States and Canada.
The United Kingdom.
Australia and New Zealand.
Selected European Union countries.
Certain oversized products and furniture are available only in selected destinations. Your address is eligible when a delivery option appears during checkout.
Why did I receive only part of my order?+
Products may be produced or stored in different locations. As a result, one order may arrive in several packages, with separate tracking numbers and delivery dates.
There is no additional shipping charge when ChillZone divides an order into multiple shipments.
Will I have to pay customs duties or import taxes?+
Supported orders are shipped on a Delivered Duty Paid basis. Applicable customs duties, import VAT, and clearance fees are included in the final amount or paid by ChillZone or its shipping partner.
If a carrier unexpectedly requests an additional import payment, please contact support@chillzonehome.store before paying it.
Will the product look exactly like the photos?+
We make every effort to represent our products accurately. However, colours may appear slightly different depending on your screen settings and lighting.
Natural materials, handmade finishes, stone, wood, fabric, and hand-painted artwork may also feature small variations. These details are part of the product’s individual character and are not necessarily defects.
