Frequently Asked Questions
Orders
How can I place an order?
Choose your product, select the available size or option, add it to your cart and complete checkout. You will receive an order confirmation by email after your purchase.
Can I change or cancel my order?
Please email [email protected] as soon as possible. We will try to accommodate changes before dispatch, but changes may no longer be possible once processing has begun.
If your order has already been dispatched, please contact us for cancellation or return instructions. This does not affect your statutory cancellation rights. See our Refund & Returns Policy for details.
What if I have not received my order confirmation?
Check your spam, junk and promotions folders. If you cannot find the email, contact us with the name and email address used for your purchase.
Can I order several products together?
Yes. You can purchase several products in one order. Items may be dispatched separately if they come from different partner warehouses.
Shipping and Delivery
Do you offer free shipping?
Yes. We offer free standard shipping worldwide on all orders, with no minimum purchase amount. Free shipping does not necessarily include import duties or taxes.
Where are orders shipped from?
Depending on the product and destination, orders may be dispatched from partner warehouses in China or the United States. Our London address is our registered office, not a dispatch warehouse.
How long does delivery take?
- Order processing: 1–3 business days.
- Transit after dispatch: 5–10 business days.
- Total estimated time: 6–13 business days.
These estimates apply to all destinations we serve. Business days are Monday to Friday, excluding public holidays. Customs checks and unexpected transport disruptions may extend delivery times. Delivery dates are estimates, not guarantees.
Will I receive tracking information?
We will send a shipping confirmation after dispatch. Tracking details will be included where available. Some services provide limited updates, which may only appear once the parcel reaches the destination country.
Why have I received only part of my order?
Items may arrive in separate packages when dispatched from different partner warehouses. You will not pay additional shipping fees for these separate shipments. Contact us if any item has not arrived within the estimated delivery period.
Will I have to pay customs fees or import duties?
Import duties, taxes or customs clearance fees may apply depending on your destination and whether they have already been collected.
Where charges have not been collected in advance, customs authorities or the carrier may request payment from the recipient, subject to applicable law. Please contact us before purchasing if you need clarification about charges included in your order.
What if my parcel is delayed or missing?
Contact [email protected] with your order number. We will investigate with our fulfilment partner and the carrier and keep you informed. You do not have to resolve the issue with the carrier on your own.
If your order is confirmed lost or has not been delivered, we will arrange a replacement or refund as appropriate under applicable consumer law.
Products and Sizing
How do I choose the right size?
Review the sizing information provided on the product page before ordering. If you need help, email us with the product name and your sizing question.
Will the colors look exactly like the photos?
Screen settings, lighting and devices can cause slight differences in how colours appear. This does not affect your rights if a product is materially different from its description.
Will unavailable products be restocked?
Some products may be restocked, but availability is not guaranteed. Contact us if you would like to ask about a particular item.
Returns and Refunds
Can I return an item?
You may notify us that you wish to return an eligible purchase within 14 days of receiving it, without giving a reason. You then have a further 14 days to send the items back.
You may inspect and try on items as you would in a shop. Certain exceptions apply, including some personalised products and unsealed hygiene products. Please read our Refund & Returns Policy for full conditions. Your statutory rights remain unaffected.
How do I request a return?
Email [email protected] with your order number or other evidence of purchase and the items you wish to return. Providing a reason is optional for a change-of-mind return.
We will provide return instructions and the appropriate return address. This may differ from our registered office address in London.
Who pays for return shipping?
Customers pay return shipping costs for change-of-mind returns, except where applicable law requires otherwise. Cherryourshop covers the necessary return shipping costs for defective, damaged or incorrect items. Please contact us before returning them.
What if my item is damaged, defective or incorrect?
Email us with your order details and a description of the problem. Include photographs of the item and packaging where possible to help us investigate. We will provide the remedy required by applicable consumer law, which may include a refund, repair or replacement.
The 14-day change-of-mind period does not limit your statutory rights concerning faulty or non-conforming goods.
When will I receive my refund?
For an eligible cancellation, we will issue your refund without undue delay and no later than 14 days after receiving the returned goods or evidence that you have sent them back, whichever occurs first. Any shorter deadline required by applicable law applies.
Refunds go to the original payment method unless you expressly agree otherwise. Your bank or payment provider may need additional time to display the refund.
Can I exchange an item?
Exchanges for a different size or colour depend on availability. Contact us first. We may ask you to return the original item under our returns policy and place a new order.
Payments
Which payment methods do you accept?
Available payment methods are displayed at checkout.
Why was my payment declined?
Possible reasons include incorrect payment details, insufficient funds or your payment provider’s security checks. Check your details or contact your bank. You may also try another available payment method.
Contact Us
How can I contact Cherryourshop?
Email [email protected]. Include your order number if your question concerns an existing purchase.
Cherryourshop LTD
Registered office address:
114 Whitechapel High Street
London, E1 7PT
United Kingdom
Please contact us for the appropriate return address before sending any items. Our registered office is not the designated return location.