Shipping, Returns and Exchanges
How much do you charge for shipping?
We're excited to offer fast and free standard EU shipping. So long as a product is not "in production", the order will be shipped the same or next business day.
When you place your order, we’ll ship it directly to your home or office using a premium carrier such as DPD or DHL. Customers in the UK can typically expect their orders within 1-2 business days; mainland Europe should expect orders in 7 to 10 business days.
Do you ship all over Europe?
Yes, we do and are happy to offer customers free tracked and signed shipping for all European shipments of a sleep system.
Stock from our EU website ships from the UK. This means that for all customers in the European Union, import duties and tariffs are included in your final order price. If you are purchasing from a non EU-member country, you may be required to pay additional duties and taxes upon receipt. We apologise for any inconvenience this causes. Unfortunately, we are unable to control the receipt country's tariff and trade requirements.
How do I track my order?
We will email you with a tracking number as soon as we ship the order so you can follow along as it heads your way.
You can also log in to your account and see all of your existing orders.
You will select your order number from your account page, then you can see your tracking number and check on its status with the shipping carrier right there.
Need to return your product?
We want you to love your Chili products, but if you're having issues, we make returns as easy as possible.
How do I return my Chili product?
If you purchased a chiliPAD or OOLER within 90 days from our online store you are eligible for a return.
We will issue a return authorization number and refund your purchase price minus shipping and handling within 30 days after we have received the product back.
We cannot process returns for chiliPADs or OOLERs purchased from third-party retailers, so you will need to contact them directly to find out their return policy.