Q: How do I know my payment information is safe?
Your personal security is paramount to us. Our website is secured by MasterCard Secure Code to further ensure that shopping at Chi Chi is just as safe as shopping in the high street. -This may need updating.
Q: What payment methods do you accept?
We accept the following major credit and debit cards: Visa, Visa Electron, MasterCard, Maestro. Payment may also be made via PayPal. - This may need updating.
Q: When is the payment taken from my card/account?
Payment is taken at the time of transaction with all debit/credit card and PayPal methods.
Q: Why will my card payment not go through?
We understand that it can be frustrating if your order will not go through and apologise for any inconvenience caused. Unfortunately, we are not always able to provide specific reasons for payment failure, as the process involves not only our processing systems but your bank's clearing systems. We do advise customers to ensure all information is entered correctly and exactly the way it appears on your statements/cards. If you still experience problems, try another payment card or payment method such as PayPal.
Q: How do I change my order?
Changing or cancelling your order depends on the status of your order. However, if the order has not been dispatched, please contact us on email@example.com or 0208 880 1211. We will always do our very best to make sure that this is sorted.
Q: Have you dispatched my order?
An email will be sent to you once your order has been dispatched. If you don't receive your order in the estimated delivery period, please contact firstname.lastname@example.org stating your name and order number. We will investigate any issues for you and get back to you with relevant information regarding your order.
Q: Part of my order is missing
Firstly, please check your invoice to ensure the item(s) are not arriving separately. If your invoice does state that the item should be included in that specific order, please email email@example.com. Alternatively, call us on 0208 880 1211, stating your order number, name, product code/description, size and quantity of the item(s) that are missing. Please note, contact must be made within 7 days of delivery.
We will attempt to send out the missing item as soon as possible. If we are unable to do so, we will contact you to give you the option to either exchange or store credit the value of the missing item.
Q: There is a mistake with my order
We do apologise for any mistakes with your order. Please email firstname.lastname@example.org, stating your name and order number - alternatively, call us on 0208 880 1211. We will then attempt to resolve the issue as best and quick as we can.
Q: I have received my order and it does not look like the image displayed on the website, why is that?
We do our best to ensure all products are displayed as accurately as possible. If you have received a product that may seem to be a slightly different colour, shade or print, this product will not be deemed faulty.
Q: What delivery options are there?
STANDARD DELIVERY - Items purchased between Monday-Friday are dispatched within 2 working days.
The term "working days" applies to Monday-Friday. Saturday, Sunday and Bank Holidays are not classed as working days.
Please note that, in the event of industrial strike action by our delivering partners, we cannot guarantee delivery in the stated timeframe. Please contact us for further information if required.
INTERNATIONAL SERVICE - International parcels are sent as International Signed for Mail. Please note that delivery times vary depending on destination. We are unable to guarantee a delivery date for all international parcels as this is the responsibility of the carrier once the item has been dispatched.
Custom or Import Charges are charged once an item has arrived in its destination country. Unfortunately, we have no control over what these charges are, as Import and Custom policies vary from country to country. We would advise that you find out what these charges may be before you place your order.
Q: Do I need to sign for my delivery?
Yes, all our item deliveries do need to be signed for, if you are not at home to receive this then you should be left a calling card.
Q: Can I track my order?
All tracking information should be sent to you via email once dispatched. If not received, you can contact us on email@example.com.
Q: Can I have my order delivered to an address other than my billing address?
You can have your order delivered to another address, such as a business address or a family/friend’s address. You can enter your preferred shipping address at the checkout stage.
Q: Do I get charged customs or import charges?
Custom or Import Charges are charged once an item has arrived in its destination country. Unfortunately, we have no control over what these charges are, as Import and Custom policies vary from country to country.
We would advise that you investigate what these charges may be before you place your order.
RETURNS AND REFUNDS
Q: How do I return an item?
We promise to credit any item that you are not completely happy with when you return it to us in a saleable condition by post within 7 days of receipt*.
All returns will be credited on a e-gift card voucher via email. This gift card voucher can be used at the checkout stage of any future orders placed. Please note that all items must be returned with all tags on unworn as new and in its original packaging. This may not apply if there is a fault with your item or if your item is unfit for purpose.
Our return address is:
Redburn Industrial Estate
16-18 Woodall Road
Please ensure that your order number, name and address are located inside the parcel for our returns team to locate easily upon return.
All return costs are at the expense of the buyer. All items must be sent back as First Class Recorded this is responsibility of the customer so you can provide us with a tracking number.
Please note that it is your responsibility to return the items within 7 days of receipt - furthermore the goods are your responsibility until they reach our warehouse. All returns must follow the above procedure to avoid delays in processing the return.
Q: When will I receive my credit
Once an item is returned, providing the goods meet the above conditions, Chi Chi will provide you with credit via gift card voucher. We will process your credit as soon as we possibly can; please allow at least 7 working days after we receive your returned Item(s). You will receive an email confirming the credit which will be applied to a gift card voucher to use at the checkout stage of your next order with us.