Returns

You have 14 days from the day your order arrives to change your mind, in line with EU consumer law. Tell us within that window and we will refund the full order value including standard delivery.

Because our pouches are food-grade sealed products, we can only accept returns where the outer carton and every individual pouch are unopened and undamaged. Once a pouch seal is broken it cannot be resold and is not eligible for refund.

Email your order number to returns@chillsip.com with a short note on what you would like to send back. We reply within one working day with a prepaid return label.

• Keep the pouches in their original carton where possible.
• Returns travel at our cost when the item is faulty, damaged or wrongly picked.
• For change-of-mind returns, the €4.99 return shipping is deducted from your refund.
• Refunds land back on your original payment method within 5 to 10 working days of us receiving the parcel.

Send us a photo within 48 hours of delivery and we will replace the affected pouches on the next dispatch, no return needed. This applies to every order, including bulk and event supply.

Orders over 500 pouches are made to order, so the 14-day change-of-mind window does not apply once production has started. You can cancel free of charge any time before we confirm the production slot, and we will always tell you when that deadline is.

We ship across the Netherlands, Belgium and the United Kingdom. Anywhere else in the EU, contact us first and we will quote a courier rate before you order.

All orders are dispatched from our Almere warehouse, Monday to Friday. Orders placed before 14:00 go out the same day.

• Standard delivery: 3 to 5 working days, €4.99, free on orders over €50.
• Express delivery: next working day, €6.99, order before 14:00.
• Bulk pallet delivery: booked directly with you, timed to your event date.
• Event-day delivery: available for orders over 500 pouches, with a two-hour arrival window.

Every order containing alcohol requires an adult signature. Our couriers ask for photo ID if the recipient looks under 25, and they cannot leave alcoholic orders with a neighbour or in a safe place.

Virgin Collection orders carry no age restriction and can be left as normal.

You get a tracking link by email the moment your parcel is scanned by the courier. If a parcel is more than two working days late, contact us and we will either re-send or refund, whichever you prefer.

Chill Sip is operated from Almere, Netherlands (full registered address to be confirmed before launch). We are the data controller for the information described here. For anything privacy-related, write to privacy@chillsip.com.

We keep the data collection deliberately narrow. We do not sell or rent your personal data to anyone, ever.

• Order data: name, delivery address, email and phone, used to fulfil and support your order.
• Payment data: handled entirely by Stripe. Card numbers never reach our servers.
• Age confirmation: a record that you confirmed you are 18 or over, kept as proof of responsible sale.
• Marketing email: only if you subscribe, and one click unsubscribes you permanently.

Order records are held for seven years because Dutch tax law requires it. Marketing preferences are held until you withdraw them. Anything not tied to a legal obligation is deleted within 24 months of your last order.

Under the GDPR you can ask us for a copy of your data, correct it, delete it, or object to how we use it. Email privacy@chillsip.com and we will respond within 30 days at the latest, usually much sooner.

If you are unhappy with our response you can complain to the Autoriteit Persoonsgegevens, the Dutch data protection authority.

We use cookies that are strictly necessary to run the shop, remember your cart and keep you logged in. We do not run advertising or cross-site tracking cookies, so there is no consent banner to dismiss.

You must be 18 or over to buy any alcoholic product from Chill Sip. By placing an order you confirm you meet that requirement. We reserve the right to refuse or cancel any order where we have reasonable doubt about the buyer's age, and to refund it in full.

Our Virgin Collection contains no alcohol and has no age restriction.

A contract forms when we send your dispatch confirmation, not when you place the order. All prices include Dutch VAT where applicable.

We try hard to keep prices and stock accurate. If an obvious pricing error slips through, we will contact you before dispatch and you can confirm at the corrected price or cancel for a full refund.

Pouches are single-serve and labelled with their unit content. If you are supplying an event, you are responsible for age checks and responsible service on the day. We can provide 18+ signage and unit-count cards for any bulk order at no cost, just ask.

We stand behind our products and will always put right anything that arrives faulty, damaged or wrongly picked. Nothing in these terms limits your statutory rights as a consumer, or our liability for death, personal injury or fraud.

Beyond that, our liability for any order is limited to the value of that order.

These terms are governed by Dutch law, and disputes fall to the courts of Midden-Nederland. If you are a consumer resident elsewhere in the EU, you keep the protection of your local consumer law.