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FAQs

 

How do I know my order has been placed?

Once your order has been placed you will receive a confirmation message by email. This will contain your order number, delivery details, items ordered and shipping method.

Can I amend my order?

To ensure efficient shipping of your order we aim to have the parcel dispatched as quickly as possible. Unfortunately this does mean that once you have confirmed your order you will not be able to make amendments to the order. We are also unable to add coupon codes to orders once they have been placed.

What are your dispatch times?

Chi Chi London dispatches parcel from Monday - Friday 8:00am to 6:00pm. For next working day delivery UK customers have until 6:00pm to place their order. All orders placed after 6:00pm Monday - Friday will be dispatched the following working day wherever possible (peak times may be longer)


For Saturday delivery UK customers have until 6:00pm Friday to place their order. Please note Saturday delivery must be selected at checkout. Any orders placed after 6:00pm Friday for Saturday delivery will be delivered the following Saturday.

How do I track my order?

Once your order has been shipped by our dispatches team you will receive a second email to let you know that your order is on its way to you. This email will contain your tracking information which can be tracked at one the following links below:


This email will contain your tracking information which can be tracked at one the following links below:


Tracking numbers starting 155:
http://www.dpd.co.uk/content/how-can-we-help/index.jsp


Tracking numbers starting FL or FR or RS:
https://www.royalmail.com/track-your-item


Tracking number starting Chi:
http://www.trackmytrakpak.com/trakpak.aspx

Do I need to sign for delivery?

We can’t be home all the time, in these situations your parcel can be left in a safe place or left with a neighbour at your request. You can add this request to the notes on your order. Do please be aware that any instructions left are only requests and are not guaranteed by the courier service. If it is not possible to fulfil your request a calling card will be left which will include details of how to re arrange delivery or collection of your parcel.

How do I return an item?

We promise to refund or exchange any item that you are not completely satisfied with when you return the item(s) to us in a saleable condition by post within 14 days of receipt of delivery. When returning items all tags must be in place and unworn as new.


These returns do not apply to pierced jewellery or swimwear if the hygiene seal has been removed.


UK customers

By using the free return label on the front of your delivery note you will be able to return your order free of charge at a Royal Mail Post Office for a weight up to 5kg.


Take your parcel to any Royal Mail Post Office counter service and obtain a proof of postage which will display a barcode number on your receipt. You must hold onto this receipt as proof of return until you receive confirmation of a refund or exchange. Should you lose this proof or return Chi Chi Clothing will not be able to issue a refund or exchange on the returned order.


Should the parcel be returned via any method other than our free returns labelthe returncost will be at the customers expense.


European/International Returns

Send your return via an insured, traceable method, using the pre-printed address label on the front of the delivery note. Please mark your package clearly as Returned Goods to avoid any delay at customs.


We are not able to offer an exchange on returned items and all returned items will be refunded once they have been received and processed by our warehouse team.


If you need a different size or colour of an item you will need to place a new order. Please do be aware that return postage will be at the customers expense.

Why has my order been refunded?

In rare cases, due to high demand, an item which you have ordered may suddenly become unavailable. If these events occur we will contact you as soon as possible to confirm any cancellation / amendment to your order. If your order contains additional items, we will dispatch the rest of your order and refund the item which is out of stock.

 

A product I want no longer appears to be in stock, what can I do?

We understand how frustrating it can be when an item you are desperately wanting is currently out of stock.


For any item which is out of stock you can locate the item on our website, choose the size you require and if the item is out of stock the shopping bag icon will change to notify me when back in stock. Choose this option, register with Chi Chi Clothing and our system will alert you by email should we receive new stock in the in the size you require.


When new stock is received they are sold on a first come first served basis.

 

My item says it is available for pre-order, what does this mean?

If the dress you require is available for pre-order this means that the dress which you require is due to be released by Chi Chi Clothing at a later date. This will be highlighted on the product page as to the expected release date. Payment can be made for the item before the stock arrives in which we will reserve your chosen size to be despatched on the release date. The shipping method you choose will be the chosen courier methods we will dispatch your item with when the dress is released.


The expected release date is an approximate date of dispatch and can be subject to change due to delays or earlier dispatch. Where an order contains both pre-order item(s) and any additional item(s) currently in stock the order will be dispatched when all the items are in stock.

Do you have a size guide?

You can view our size guide by clicking here.

How are sizes displayed on your site?

All sizes on our website are displayed in UK sizing.

Can I place a telephone order?

Sorry, but for security reasons and in order to protect customer data, we regret we cannot take telephone orders.Be safe in the knowledge that web transactions via our site are encrypted via GeoTrust® which acts as the ultimate online security and trust solution delivering both 256-bit encryption and the True Site™ trust mark providing third-party website identity validation.

Does Chi Chi London have a retail store I can visit?

Chi Chi London is an online fashion retailer only.

How do I know my order has been placed?

Once your order has been placed you will receive a confirmation message by email. This will contain your order number, delivery details, items ordered and shipping method.

Can I amend my order?

To ensure efficient shipping of your order we aim to have the parcel dispatched as quickly as possible. Unfortunately this does mean that once you have confirmed your order you will not be able to make amendments to the order. We are also unable to add coupon codes to orders once they have been placed.

Why have I not qualified for free shipping?

Please note that to qualify for free shipping your order must amount to over £35. Any orders placed in which the total is less than £35 must pay shipping costs. For information of shipping please check our delivery section here.

How do I track my order?

Once your order has been shipped by our dispatches team you will receive a second email to let you know that your order is on its way to you. This email will contain your tracking information which can be tracked at one the following links below:


This email will contain your tracking information which can be tracked at one the following links below:


Tracking numbers starting 155:
http://www.dpd.co.uk/content/how-can-we-help/index.jsp


Tracking numbers starting FL or FR or RS:
https://www.royalmail.com/track-your-item


Tracking number starting Chi:
http://www.trackmytrakpak.com/trakpak.aspx

Why has my order been refunded?

In rare cases, due to high demand, an item which you have ordered may suddenly become unavailable. If these events occur we will contact you as soon as possible to confirm any cancellation / amendment to your order. If your order contains additional items, we will dispatch the rest of your order and refund the out of stock item.

I did not receive an e-mail confirmation / my order is incorrect / I wish to change my delivery address.

We strive to ensure that all customers orders are processed correctly and efficiently however there may be rare occasions where things do go wrong. Should any of the above scenarios apply please contact us and we will do our best to rectify the situation promptly. We apologise for any inconvenience or confusion which may have been caused.

How do I add a discount code?

When all your items have been added to the basket and you have proceeded to checkout you can enter your discount code into the Coupon Code box and click “Go”. You can then head over to the checkout to complete your order.

Should you have any issues adding a discount code when placing an order, please contact our customer services team as soon as you experience the issue by email or phone.

Please note that any attempt to redeem a coupon code after the expiry date or promotional material is removed from our website will not be valid for the discount.

Coupon codes will not be added if there are sale items in the basket. Please remove any sale items before placing the order should you wish to recieve the discount code.

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

Only one discount code can be used per order. Do please note that discount codes cannot be used in conjunction with any other promotion or in addition to any student discount you may be entitled to.

Why is my coupon / discount code does not applying to my order?

Discount / coupon codes will not apply if there are sale items in your basket unless a promotion is otherwise stated. Discount codes apply to full price items only.

What methods of payment do you accept?

The following payments types can be used on our site:



 

You can also pay for your order in any of the following currencies:

Pound Sterling, Euros, US Dollars, Canadian Dollars, Australian Dollars, & New Zealand Dollars.

When will I be charged for my order?

You will be charged for your order once you have clicked pay at checkout. In certain cases involving Paypal payments there will be times when a payment will be pending whilst we await payment. In these situations the order cannot not be dispatched until payment is received, should any issues arise we ask that you both contact Paypal regarding your payment and please contact us here with your order details.

Will I be charged customs and import duties?

The price of the items ordered with Chi Chi Clothing do not include customs and import duties which will vary depending on the country in which the parcel is being delivered. You may be required to customs / import duties when you accept delivery of the items from your courier. Should you refuse to accept delivery of the items you have purchased, the courier may return the items back to Chi Chi Clothing.


If these events occur, Chi Chi London may be required to pay additional charges to the courier in respect of the cost of return. This may include customs and import duties that were payable by you before the parcel was refused. In these events Chi Chi London will look to recover these costs from you by deducting the relevant amount from any refund owed to you.

Can I place a telephone order?

Sorry, but for security reasons and in order to protect customer data, we regret we cannot take telephone orders. Be safe in the knowledge that web transactions via our site are encrypted via GeoTrust® which acts as the ultimate online security and trust solution delivering both 256-bit encryption and the True Site™ trust mark providing third-party website identity validation.

How do I create an account with Chi Chi London?

You can create an account by clicking here or alternatively you can sign up for a Chi Chi London account at checkout.

How do I change my account details?

You can change details on your Chi Chi account by logging in.

How do I reset my password?

You can reset your password here however if you experience any further login issues please contact our customer services team who will be more than happy to help.

Why can’t I sign into my account?

If you have forgotten your password you can reset it by clicking here. Please ensure that when you are trying to log in you are entering the correct username and password (case sensitive).


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

How do I track my order?

Once your order has been shipped by our dispatches team you will receive a second email to let you know that your order is on its way to you. This email will contain your tracking information which can be tracked at one the following links below:


This email will contain your tracking information which can be tracked at one the following links below:


Tracking numbers starting 155:
http://www.dpd.co.uk/content/how-can-we-help/index.jsp


Tracking numbers starting FL or FR or RS:
https://www.royalmail.com/track-your-item


Tracking number starting Chi:
http://www.trackmytrakpak.com/trakpak.aspx

What are the current methods of delivery?

UNITED KINGDOM

Delivery Method

Estimated Delivery Time *+

Average Delivery Time *+

Cost

UK Standard Delivery

2 – 5 working days

2 working days

£3.99

UK Free Shipping (over £35)

2 – 5 working days

2 working days

FREE

UK Next Working Day

Next working day Order must be placed before 6:00pm Mon – Fri

Next working day

£5.49

UK Next Working Day Before 1PM

Next working day before 12pm Order must be placed before 6:00pm Mon – Fri

Next Working Day Before 1PM

£6.49

UK Saturday Delivery

First Saturday after placing order Order must be placed before 6:00pm Friday

First Available Saturday

£6.99


EUROPE

Destination

Estimated Delivery Time *
(Working Days)

Average Delivery Time *
(Working Days)

Cost

Austria

5 to 6

4

£9.99 (Free Over £35)

Belgium

2 to 4

2

£9.99 (Free Over £35)

Denmark

3 to 5

2

£9.99 (Free Over £35)

Finland

5 to 6

4

£9.99 (Free Over £35)

France

2 to 6

5

£9.99 (Free Over £35)

Germany

2 to 5

2

£9.99 (Free Over £35)

Ireland

3 to 5

3

£9.99 (Free Over £35)

Italy

3 to 5

3

£9.99 (Free Over £35)

Netherlands

2 to 4

2

£9.99 (Free Over £35)

Poland

4 to 6

4

£9.99 (Free Over £35)

Spain (Mainland)

3 to 5

3

£9.99 (Free Over £35)

Sweden

3 to 5

3

£9.99 (Free Over £35)

Switzerland

4 to 6

5

£9.99 (Free Over £35)

Rest of Europe

2 to 6

4

£9.99 (Free Over £35)


WORLDWIDE

Destination

Estimated Delivery Time *
(Working Days)

Average Delivery Time *
(Working Days)

Cost

Australia

4 to 10

6

£9.99 to £14.99
(Free Over £35)

Canada

6 to 12

5

£9.99 to £14.99
(Free Over £35)

China

6 to 10

5

£9.99 to £14.99
(Free Over £35)

Japan

6 to 10

5

£9.99 to £14.99
(Free Over £35)

United Arab Emirates

7 to 10

6

£9.99 to £14.99
(Free Over £35)

United States

4 to 8

6

£9.99 to £14.99
(Free Over £35)

Rest Of The World

4 to 12

6

£9.99 to £14.99
(Free Over £35)


*Please note that in the event of industrial strike action by our delivery partners we cannot guarantee delivery in the stated time frame.

**Free standard delivery is applicable to orders over £35.

+ Any orders placed after 6:00pm will be dispatched the next working day.

Working days are Monday to Friday, Saturdays and public bank holidays are not included as a working day.

Will I be charged customs and import duties?

The price of the items ordered with Chi Chi London do not include customs and import duties which will vary depending on the country in which the parcel is being delivered. You may be required to customs / import duties when you accept delivery of the items from your courier. Should you refuse to accept delivery of the items you have purchased, the courier may return the items back to Chi Chi London. In the event this may happen, Chi Chi London 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 before the parcel was refused. In these events Chi Chi London 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?

We can’t be home all the time, in these situations your parcel can be left in a safe place or left with a neighbour at your request. You can add this request to the notes on your order. Do please be aware that any instructions left are only requests and are not guaranteed by the courier service. If it is not possible to fulfil your request a calling card will be left which will include details of how to re arrange delivery.

What time can I expect my delivery?

UK customers

For orders placed on a next day service before 1pm deliveries can be made anytime between 8am and 1pm.

For order placed on a next day service deliveries can be made anytime between 9am and 6pm.

For orders placed on free delivery or standard shipping deliveries can be made anytime between 7am and 6pm.

Next day deliveries can be made anytime between 7am and 9pm however our couriers do their best to deliver your parcels to fit around your lifestyle.


European / International deliveries

Please note that delivery times vary depending on destination for our European/ International customers. We are unable to guarantee a delivery date for international parcels as this is the responsibility of the carrier once the item has been dispatched.

Delivery times will depend on the courier who has been chosen to deliver your parcel. Chi Chi London are unable to give a time slot for delivery of your parcels.

Do you offer express shipping for European / International customers?

At the current time we do not offer an express service to european / international destinations.

Have you received my return?

UK

You can track your return below via the Royal Mail website tracking system with the barcode number / tracking number from your proof of postage receipt.


https://www3.royalmail.com/track-your-item


We do advise customers it can take between to 5- 10 working days from the date we receive your returned item for the return parcel to be processed. You will receive an email notification once your parcel has been processed. We are only able to determine if we have received your return via your tracking details for your return.


Due to the amount of parcels that Chi Chi receive and dispatch from our head office we would not be able to locate an individual parcel until it is processed. This is why we aim to have parcels processed within 10 working days of receipt at our head office based on the tracking details.


European / International

You will need to track your returned parcel back to our head office via the chosen courier you have used to return your parcel. We do advise customers it can take between to 5- 10 working days from the date we receive your returned item for the return parcel to be processed. You will receive an email notification once your parcel has been processed. We are only able to determine if we have received your return via your tracking details for your return.


Due to the amount of parcels that Chi Chi receive and dispatch from our head office we would not be able to locate an individual parcel until it is processed. This is why we aim to have parcels processed within 10 working days of receipt at our head office based on the tracking details.

What is your return policy?

Should you wish to return your item for a refund / exchange the following conditions must be adhered to;


  • Items must be returned within 14 days of receipt (the day you receive the parcel)
  • All Chi Chi tags must be attached and the items must be unworn as new.
  • Returns do not apply to pierced jewellery or swimwear if the hygiene seal has been removed.
  • Shoes must be tried on indoors and must not show any signs on wear.
  • Customers must obtain and proof of postage for their return. Failure to do so may result in Chi Chi London not being able to process your refund / exchange. We strongly advise that your proof of postage / receipt display a barcode or tracking number as a means to track the return. Please keep your postage receipt as this will be your only proof of return for your parcel.
  • Chi Chi London reserve the right not to refund you if you return items to us outside the terms of our returns policy.

 

How do I return an item?

We promise to refund or exchange any item that you are not completely satisfied with when you return the item(s) to us in a saleable condition by post within 14 days of receipt of delivery. When returning items all tags must be in place and unworn as new.


These returns do not apply to pierced jewellery or swimwear if the hygiene seal has been removed.


UK customers

By using the free return label on the front of your delivery note you will be able to return your order free of charge at a Royal Mail Post Office for a weight up to 5kg.


Take your parcel to any Royal Mail Post Office counter service and obtain a proof of postage which will display a barcode number on your receipt. You must hold onto this receipt as proof of return.


Should the parcel be returned via any method other than our free returns labelthe returncost will be at the customers expense.


European/International Returns

Send your return via an insured, traceable method, using the pre-printed address label on the front of the delivery note. Please mark your package clearly as Returned Goods to avoid any delay at customs.


We are not able to offer an exchange on returned items and all returned items will be refunded once they have been received and processed by our warehouse team.


If you need a different size or colour of an item you will need to place a new order. Please do be aware that return postage will be at the customers expense.

Can I exchange an item?

UK

We offer exchanges to customers in the United Kingdom. Chi Chi London will cover the delivery cost of your first exchange. Chi Chi London will not cover the return cost of your exchange. Please be aware any exchanges will have to be for a different size of the same style as the original order or an item on our website of the same price as the original item.

 

Unfortunately should we not have the requested size for exchange in stock at the time of processing the return, a refund will be issued on the order. In these cases we do apologise for any inconvenience caused.


European/International

We are not able to offer an exchange on returned items and all returned items will be refunded once they have been received and processed by our warehouse team. If you need a different size or colour of an item you will need to place a new order. Please do be aware that return postage will be at the customers expense.

How long do I have to return an item after delivery?

We will refund or exchange any item that you are not completely satisfied with when you return the item(s) to us in a saleable condition by post within 14 days of receipt (the day you receive the parcel).


When returning items all tags must be in place and unworn as new.


These returns do not apply to pierced jewellery or swimwear if the hygiene seal has been removed.


Chi Chi London reserve the right not to refund you if you return items to us outside the terms of our returns policy.


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