FAQS

Frequently Asked Questions

Orders

Do I need an account to place an order?

You don’t need a Cheekfrills account to place an order but setting up an account does allow you to view your order history and status of any current orders. Creating an account is quick and easy and can be done at checkout.

Can I make changes to my order?

We aim to process your order as soon as we receive it which unfortunately, means there is no time to make changes once the order has been processed. You can change your order freely, before clicking ‘confirm and pay’ but after this point no amendments can be made. However, you are able to return your items, in accordance with our Returns Process, for a full refund and make a new order with the correct items.

 

Can I cancel my order?

You have the right to cancel your order within seven working days. However, it may have already been despatched from our warehouse and be on its way to you. In this instance you may refuse the package when a delivery attempt is made or return all items and we will issue a full refund excluding return shipping costs. If you want to cancel your order, please contact Customer Service: customerenquiries@Cheekfrills.com.

 

Can I exchange my order?

Unfortunately, we are not able to exchange items. Instead you can return the unwanted items to us and place new order for the alternative style or size.

 

Can I use more than one discount code on an order?

We always try to give you the best deal possible so you may have received a discount code form us. This is valid for a single use but cannot be used in conjunction with any other offer (unless specified) or student discount.

 

How do I use a discount code?

Once you have added your Cheekfrills to your basket you need to click “view my bag”, enter your discount code into the Promo Code box and click “Apply Code”. You can then head over to the checkout to complete your order. Your discount will not be added to delivery charges, sale items or exclusive collections and cannot be used in conjunction with any other offer.

 

Why Is My Discount Code Not Working? 

Expiry Date: Please check out the terms and conditions of the discount code to make sure this offer is still valid for the date of intended use.

Your code: Have you entered the code correctly? Our codes are case sensitive, try copying and pasting the code into the Promo Code box just before checkout.

Eligible items: From time to time we offer discount codes for selected items only and this will be stated in the terms and conditions of the discount code.

Unique Codes: If you have received a unique code from us, please note that it cannot be used in conjunction with any other discount code and the code can only be used once.

 

Is shopping online with Cheekfrills safe?

Shopping with Cheekfrills is safe and secure; we are members of Secure by Mastercard, verified by Visa and have the added safety that our web hosting platform meets the Payment Card Industry Data Security Standard. Our site uses TLS encryption technology to protect your personal information during the checkout process, ensuring all purchases are secure. 

 

Delivery

What delivery options do you offer?

UK Delivery

Next Working Day Courier Service DPD Local Tracked Service – Next Working Day £5.00

Next Working Day Tracked Royal Mail – Next Working Day £4.60

Standard Delivery, Royal Mail (untracked service) – Next Working Day - £3.50

Economy Delivery, Royal Mail (untracked service)   – 2-3 Working Days - £2.90

Northern Island Tracked Royal Mail - Next Working Day £4.60

 

International Delivery

USA – Royal Mail International Tracked and Signed– 5-7 working days £17.80

USA – Standard delivery – 6-7 working days £13.80

Europe - Royal Mail International Tracked & Signed – 3-4 working days £12.90

Europe – Royal Mail International Standard – 3-5 working days £8.95

Asia – Royal Mail International Tracked and Signed– 5-7 working days £17.80

Asia – Standard delivery – 6-7 days £13.80

 

How can I track my orders?

Order tracking is dependent on the shipping service selected at checkout. If you select a tracked service you will receive a confirmation email which will contain tracking information. You can also track your order on your delivery or please get in touch with a member of our Customer Support Team.

Will I have to pay customs and duties on my order if I am ordering internationally?

The prices of the items do not include customs and import duties which will vary from country to country. You may be required to pay these when you accept delivery of the items from your courier. If you refuse to accept delivery of the items you have purchased, the courier may return the items to Cheekfrills. In the event this happens, Cheekfrills may be required to pay additional charges to the courier in respect of the cost of return including customs and import duties that were payable by you. We will look to recover these costs from you by deducting the relevant amount from any refund owed to you.

 

Do I need to sign for my delivery?

This can vary depending on the delivery option you have selected. If you have selected a tracked & signed for service, a signature will be required upon receipt. When selecting DPD courier option, you are able to request for your parcel to be left in a safe place or left with a neighbour. Please be aware that any instructions specified are only requests and are not guaranteed. If this is not possible, a calling card will be left which will include details of how to re-arrange delivery.

 

Can weather conditions affect my delivery?

In very rare cases, extreme weather or traffic conditions may affect the speed of your delivery. In this instance we will do our best to keep you informed.

Where do you deliver to?

We deliver globally. International delivery costs will be calculated at checkout once the delivery option and destination has been chosen.

 

Returns

Cheekfrills has an easy return policy, for care-free shopping. We accept all returns within 28 days, starting from the day you receive your order. Returned items must be in their original condition including their packaging, tags and must be unwashed, unworn and unaltered in any way.

Return costs are free if you are shopping from the UK. Return costs are not covered by Cheekfrills for returns from the rest of the world.

If you are not satisfied with your order you may wish to return items. Your refund will be credited to the original purchaser's payment card or PayPal account within 10 days after we’ve received your package. During sale periods this might take longer. Unfortunately, it is not possible to exchange items.

If you have any problems or need help with your returns please contact returns@Cheekfrills.com.

UK Returns

Please follow instructions on our online returns portal to print your pre-paid postage returns label if returning from the UK. You can begin the returns process here http://return.clicksit.com/shop/Cheekfrills-knickers .

How do I use the returns portal?

  • Enter your order number and email address in the required fields and click Start
  • Follow the instructions and select the items you want to return
  • You will receive a confirmation email with the shipping guidelines once the return request is approved
  • Take your parcel into any post office - Don’t forget to keep your proof of postage until your return has been processed.

 

What items are returnable?

You can return your items within 28 days of receipt of your shipment

 

Non-refundable Items:

  • Personalized items
  • E-Gift Cards/Keepsake Gift Cards
  • Worn or laundered garments/garments with hangtags removed  (Tip: to ensure proper hygiene, please wear your own underwear beneath the try-on item. Also, please avoid wearing perfume or deodorant as these can leave marks or scents, which may make the item non-returnable.)

Are there any charges for return?

  • There are no charges for return
  • Original shipping charges are non-refundable

 

How soon will I get my refund?

  • Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
  • If the return is approved, then your refund will be processed, and a credit will automatically be applied original method of payment, within 10 working days.

International Returns

Unfortunately, the cost of international returns is not covered by Cheekfrills. If returning from outside the UK, we recommend you use a trusted courier service with a track and trace code. If parcels get lost during transport without having a track and trace code Cheekfrills is not responsible for any losses.

Please repackage the items to be returned and send to the below address:

 

Cheekfrills Returns,

RH&D Storage

2 Ledson Rd,

Wythenshawe,

Manchester

M23 9GP

 

Accounts

How Do I Subscribe/Unsubscribe From The Newsletter?

If you like to stay up to date with all things Cheekfrills, including new styles and our latest promotions, make sure to sign up to our newsletter! You can do this by clicking ‘Sign Up’ in the top left hand corner of our website. Add your email address and press ‘SIGN UP’.

To unsubscribe to the newsletter, login to your account and click Newsletter Subscriptions and select Unsubscribe.

 

How Do I Create An Account?

An account with Cheekfrills allows you to place orders without you having to fill in your details each time you shop with us. You can create an account now or you can start shopping straight away and set up your account when you checkout.

 

How Do I Reset My Password?

To reset your password, simply select the forgotten password link and you will be sent an email which will explain how you can change your password.

If you have acess to your account, select the ‘Edit your Details’ tab and then select the ‘Change Password’ box. A drop down will appear asking you to enter your old password and then select a new password before hitting ‘Save’. Your password will now be updated.

If you are still experiencing issues, please contact our customer support team.

 

How Do I Change The Details On My Account?

You can change your details by logging in. By clicking on ‘Edit Your Details/Edit Address Book’ you can change your personal information, password and address.

 

Why Can’t I Sign Into My Account?

Please ensure you are entering the correct username and password to sign into your account. If you have forgotten your password, visit the Forgotten Password link to reset.

If you are still experiencing issues, please contact our customer support team.

 

Contact

How can I get in touch with you?

It's easy to get in touch with us. Please email us at customercare@Cheekfrills.com.

Don't forget, if you are contacting us about a specific order, we need your order number to sort your issue out as quickly as possible.

 

I'm A Blogger And Would Love To Collaborate With Cheekfrills, what should I do?

If you are a frill seeking blogger we want to hear from you. Please send your full name and a link to your IG page and/or blog to blogger@Cheekfrills.com.

Do you sell to wholesale?

We are always on the hunt for our fellow knicker lovers and are keen to work with new partners so if you think you would be a good fit please contact wholesale@Cheekfrills.com or visit our wholesale enquiry page to provide us with more details.

 

 

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