FAQ's

because sometimes someone else has asked it before.
if talking to a human is more your thing, see how to get in touch below

getting in touch

How do I contact you? 

Our friendly customer service team would love to hear from you, so please do get in touch by emailing hello@chiefandturtle.co.uk or giving us a call on +44 (0)1825 725 094

Customer service opening hours are:

9am to 5pm Monday to Friday.

Can I place an order over the phone? 

If you would prefer to place an order over the phone we can definitely assist you with that. If you could gather the style name, size and colour of the product(s) you wish to order, and your preferred method of payment, and then give our customer service team a ring, we can take you through the order process. 

Give us a call when you're ready on +44 (0)1825 725 094

Customer service opening hours are:

9am to 5pm Monday to Friday.

my account

I am having issues logging into my account

Please double check you are entering the correct details, in the correct case. If this still isn’t working, we recommend you try resetting your password by following the ‘reset password’ instructions. Or, please do get in touch with a member of our customer service team and we will endeavour to help you on this as soon as possible.

product help

I can’t find my size

Chief and Turtle always endeavours to carry a full size stock, however, we can’t always predict perfectly which sizes will sell quickest, so we can’t promise all sizes of all products will always be available. If you’d like to know whether a size is going to be coming back into stock, please contact our customer service team by emailing hello@chiefandturtle.co.uk or giving us a call on +44 (0)1825 725 094 We are more than happy to help.

my order

My promotional code isn’t working

If you have any issues with a promotional code you are trying to use, here are some reasons why this might be the case. If you can rule these out, please get in touch with our customer service team so that we can assist you in resolving the issue. 

Double check the code hasn’t expired
Are the products in the basket included in the promotion? 
Have you already used the code before?
Are you trying to use multiple codes? We only accept one promotional code per order.

If you are having no luck and none of the above apply to you, please call our customer service team on 01825 725 094, or email hello@chiefandturtle.co.uk with information about the code you are trying to use, and the products you are trying to purchase and we will figure out the issue and help you resolve it. 

Will my order be gift wrapped? 

As standard, your purchase will arrive beautifully displayed in an Chief and Turtle postal box.

Currently we do not offer a gift wrapped option, however, it is a service we are looking to offer in the near future. 

I have received an incorrect product in my order

We are really sorry to hear that you haven't received the right item and we promise to get this sorted for you as soon as possible. Please contact our customer service team and we will get it sorted for you.

What do I do if my product is faulty?

We are very sorry to hear this. Please get in touch with our customer service team as soon as possible via phone or email, and we can give you clear instructions of how to move forward. If emailing, please attach photos of the damage along with a description of the issue. 


Faulty products are dealt with case-by-case due to differing circumstances requiring differing outcomes. However, we will always do our best to resolve the issue as quickly as possible for you.

delivery/returns

How can I track my order? 

When your order is fulfilled by Chief and Turtle, you will receive an email with your order tracking number so you can keep track of your order. 

Track your parcel by entering your tracking number on your selected couriers website. If you are having any issues please feel free to contact our customer services team at hello@chiefandturtle.co.uk and we’ll be happy to help. 

What shipping company do you use?

We use DPD or Evri for UK deliveries. UK customers are able to select their preferred courier at check-out. 

Will I need to pay any duty and/or customs fees on my order?

For countries outside of the UK, all relevant customs or import duties are the sole responsibility of the customer. We recommend that you check with your respective customs authority.

When will my order be delivered? 

If you chose UK standard delivery please allow 3-5 days for your order to arrive.

If you chose UK Express delivery, please allow 1-2 working days. Express orders placed after 4pm on Thursday will arrive on Monday. Express orders places after 1pm on Friday will arrive on Tuesday.

For Rest of World delivery, please allow 7-10 working days for your order to arrive.

As soon as we send out your Chief and Turtle parcel, you will receive an email with a tracking number. Hang onto this, it will enable you to track your parcel through to delivery.

Delivery time can vary from country to country. Please refer to the tracking number in your dispatch email to track your parcel through to its safe arrival.

For more information on our delivery service please see our terms & conditions.

Am I able to return or exchange a gifted item? 

We can only accept returns or exchanges of unworn products along with the order information. You will need to ask the person that gifted you the product for their proof of purchase in order for us to be able to exchange the product for you. Refunds can only be given to the original cardholder, or we can offer credit on a gift voucher for you.

How do I return an item? 

Please return your unworn items with the original tags and packaging, within 28 days of receipt for a full refund or exchange. Please send a note within your parcel stating your name, order number and what size you want to exchange to, or that you would like a refund.

When you return your item, please keep your delivery receipt for proof of postage in case of it not arriving to us. We will send you an email to confirm receipt of your returned item, and when we have processed your return / exchange. Please note that it can take up to 5 working days for the final refund to be processed back to your original payment method.

If there is a problem with your product, please let us know the issue by giving our customer service team a call or email, and stating this along with the other information within the return. 

Refunds will be made to the original method of payment. 

If you are in need of assistance, please contact our customer services team by emailing hello@chiefandturtle.co.uk or giving us a call on +44 (0)1825 725 094. 

When will I receive my refund? 

We will process your refund within 48 hours of receiving it back at our customer service HQ, following this it may take up to 7-10 working days to show up in your account depending on your bank. You will receive an email updating you when your return has been processed. If you have any trouble, please do not hesitate to contact our helpful customer service team.

Get in touch

Have questions about your order, or a general enquiry?