Chelleon  Reviews 423

Reply from Chelleon

Updated Dec 10, 2025

Dear Anastasiia,

Please could you advise how you were trying to make contact?

We cannot see any emails from you and as we normally reply immediately to customer requests, we need to check if our systems are delivering messages correctly as this is highly unusual.

If you can forward your request to sales@chelleon.es we can advise accordingly.

EDIT - We have checked our servers and unfortunately cannot find any emails from 'Anastasiia'. If this is part of your email.

If you could kindly resend your email directly to sales@chelleon.co.uk or via our WhatsApp page, we will of course respond as we normally would in a timely manner.

2nd EDIT -
Dear Anastasiia,
Thank you for your update.
We have carefully checked our email servers and website contact form, and we can confirm that we have not received any communication from you at any stage. We have also reached out to you twice via Trustpilot, but unfortunately you have not replied.
As a company that responds promptly to all customer enquiries, this situation is highly unusual, and we want to ensure you are contacting the correct business. At this point, a 1-star review does not reflect the service we provide, especially as we have had no opportunity to assist you due to the lack of any verifiable contact from your side.
Please resend your message directly to sales@chelleon.co.uk or via our WhatsApp page so we can help you as we normally would.
Thank you,
Chelleon Customer Care

Reply from Chelleon

Jan 8, 2024

Dear Chloe,

As per the email we sent you…

We reviewed your complaint and the frequent communication you have had with 2 Chelleon employees since your first order on November 20th.

Out of the products you purchased across 2 orders we have fully refunded you for 6 products.

Your first returns were received on December 12th and refunded on Jan 2nd - which is within our 30-day returns policy for your funds. Again your second batch of returns was received just before Christmas and refunded on January 8th again within our returns policy for funds and the adequate time it takes for us to review returned items as part of our process.

We told you twice via email that we do not accept opened or used makeup products before you sent your first set of returns back. It also states on our Jane Iredale FAQ’s page clearly:

What is the return policy on Jane Iredale makeup?
Please be advised that prior authorisation is required on all returns and exchanges. Any return or exchange sent to us without return authorisation cannot be accepted. Return acceptance is at the sole discretion of Chelleon. Chelleon will not refund or exchange product(s) that have been opened or used unless, in the unlikely event a product(s) has caused an adverse reaction and proof has been provided to Chelleon and a return has been agreed upon.

Yet you still sent us the bronzer back and we informed you that we cannot refund or exchange the bronzer product but we could the remaining 6 products you returned. Our packing team disposes immediately of products we cannot resell due to damaged packaging/products after informing the sales team.

It has never been part of our policy to then re-send a returned item to a customer. If this is something you would have liked us to consider especially for you, it should have been mentioned when you returned the item despite being told we cannot refund or exchange opened/ used products.

You admit to opening and then trying to reseal with tape making the product packing damaged for the reason of ‘checking if the bronzer had the compact’ where it clearly states across the Jane Iredale bronzer pages it is a 'refill only compacts sold separately'.

We are sorry that you feel disheartened at the outcome despite the information you were given on multiple occasions and the 6 products we refunded you for.

Kind regards,
Chelleon Team