FAQ's

For all information regarding paying with Klarna, please see here.

For all information regarding paying with Clearpay, please see here.

We sincerely apologise if you are having an issue with our website. Please try the following to resolve any issues:

1. Delete cookies: You may need to delete your cache and cookies. On most internet browsers you can delete your cookies using 'Tools' or 'History'.
2. Reload browser: Once you have cleared your cookies, close your browser, reopen it and visit our site again. You should be able to use it without any more problems. We also suggest that you use the latest version of your operating system provider e.g. Windows, iOS etc.
3. Contact us: If you are still having problems with our website, please contact us here providing as much detail as you can about the issue, including a screenshot of any error message you get and what you have done so far to try to resolve it.

Once your order has been placed you will receive a confirmation email containing your order number, delivery details, items ordered and shipping method. If you have not received your confirmation email, this may be due to our email routing to your junk/spam folder. Please ensure Chi Chi is marked as a safe sender.

If you are unsure whether your order has been placed successfully, please contact us here providing the email you used at checkout and the delivery address so we can look into this for you.

We aim to dispatch all parcels as quickly as possible, so unfortunately this does mean that once you have confirmed your order you will not be able to make any amendments. We are also unable to add discount codes to orders once they have been placed. We sincerely apologise for any inconvenience this may cause.

Once your order has been dispatched and is on its way to you, you will receive an email to let you know. This email will contain your tracking information which can be tracked at one of the links below. Please note, your tracking link can take up to 24 hours to become active.

EVRI:
https://www.evri.com/track-a-parcel

ROYAL MAIL:
https://www.royalmail.com/track-your-item

TRAKPAK:
http://www.trackmytrakpak.com/trakpak.aspx

FEDEX:
https://www.fedex.com/apps/fedextrack/?action=track

When all your items have been added to your basket and you have proceeded to checkout, you can enter your discount code into the Gift Card/Discount Code box and click “Apply”. Only one discount code can be used per order. Do please note that discount codes cannot be used in conjuction with any other promotion or in addition to any student discount you may be entitled to.

Any attempt to redeem a discount code after the expiry date or promotional material is removed from our website will not be valid for the discount. Discount codes will not apply if there are sale items in your basket unless a promotion is otherwise stated. Discount codes apply to full priced items only.

Should you have any issues adding a discount code when placing an order, please contact us here as soon as you experience the issue. Please let us know the items in your basket and include a screenshot of any error message you are receiving when entering the code.

Please note all Gift Cards are valid for 12 months. Only sample sale items can be refunded for a gift card.

The following payment 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, & Australian Dollars.

We sincerely apologise if an item in your order has been refunded. Unfortunately, on rare occasions an item which you have ordered may be unavailable due to high demand. Should this occur, we will contact you as soon as possible to confirm any cancellation or 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.

We are unable to cancel the dispatch of the additional items.

You will be charged for your order once you have clicked pay at checkout. Please note if your PayPal payment is pending, your order will be dispatched once the funds have cleared.

We ship our items via a delivery duty paid route which means our customers should not incur any additional customs or import duties when the goods arrive into the destination country.

Chi Chi has no control over what happens to the goods once they leave our warehouse.When they arrive in the final country we cannot guarantee that although we have done the correct paperwork our end additional charges wont be incurred to be able to clear any goods as this sits with the local customs office.

In these events Chi Chi will not be responsible for any additional handling fees and/or customs charges.

On returning goods back to us, please ensure you use our returns portal and follow the instructions for your preferred method. If goods are returned outside of this method, we cannot guarantee customs and duties wont be incurred. In this event the customer will be responsible for paying these charges and no refund will be issued until the cost is cleared

Sorry, but for security reasons and in order to protect customer data, we regret we cannot take telephone orders.

We sincerely apologise if you have received an incorrect or faulty item. We want to get this rectified for you as soon as possible.

Should you discover an incorrect item, please contact us here with your order number, the name of the incorrect item you have received, and the name of the item you should have received.

Should you discover an item was delivered faulty, please contact us with your order number, the name of the faulty item, and a description of the fault.

We will resolve the issue for you as quickly as we can. Please note, contact must be made within 7 days of delivery.

We sincerely apologise if an item is missing from your order. We want to get this rectified for you as soon as possible.

Should you discover an item is missing, please contact us here with your order number and the name of the item that is missing.

We will resolve this issue for you as quickly as we can. Please note, contact must be made within 7 days of delivery.

We sincerely apologise if you are having issues logging into your Chi Chi account. You will need to sign in to see your previous order history and tracking details. If you receive a message that says your email address/password is not recognised, there is a few things worth checking:

1. Make sure you are using the same email address and password you registered with
2. If you cannot remember your password, click on the 'forgotten password' link on the login page. You will be prompted to enter your email address and we will send you a link that will allow you to create a new password
3. If after this you still cannot sign in, please contact us here giving as much detail as you can about the issue, including a screenshot of any error message you get and what you have done so far to try to resolve it

Please note, we do have a feature for customers to check out as Guest without having to create an account. If you are unsure whether you have an account with us, we will be happy to look into this for you.

NOTE: We recently launched some website updates in June 2020 and as a result all Chi Chi accounts need to be reactivated. If you receive an error message advising your account does not exist, you will need to create your account again. We apologise for any inconveneince this may cause.

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

Once you enter your details, you will receive an email containing a link to activate your account. You must click this link to complete your account set up.

If you experience any issues while setting up your account, please contact us here, we will be more than happy to help.

You can change details on your Chi Chi account by logging in. Once logged in, you will be able to amend your address book.

For any other amendments, please contact us here, we will be more than happy to help.

You can reset your password here. If you experience any issues with resetting your password, please contact us here, we will be more than happy to help.

Once your order has been dispatched and is on its way to you, you will receive an email to let you know. This email will contain your tracking information which can be tracked at one of the links below. Please note, your tracking link can take up to 24 hours to become active.

ROYAL MAIL:
https://www.royalmail.com/track-your-item

EVRI:
https://www.evri.com/track-a-parcel

TRAKPAK:
http://www.trackmytrakpak.com/trakpak.aspx

FEDEX:
https://www.fedex.com/apps/fedextrack/?action=track

UNITED KINGDOM

Any orders placed after 7pm will be dispatched the next working day. Working days are Monday to Saturday. Sundays and Public Bank Holidays are not included as a working day.

EUROPE

Due to the current crisis, we will not be shipping to Ukraine and Russia.

WORLDWIDE

The estimated delivery times are only a guideline. They are dependent on the courier and in country conditions at the time of despatch.

Please note that in the event of industrial strike action by our delivery partners we cannot guarantee delivery in the estimated time frame. Estimated delivery time excludes any time the parcel may be passing through customs in the country of destination as this is beyond our control.

Chi Chi dispatch all parcels between Monday to Friday 8am – 7pm and Saturday 8am – 2pm

For Next Working Day delivery, UK customers will need to place their orders by 7pm. All orders placed after 7pm Monday to Friday will be dispatched the following working day wherever possible.

For Saturday delivery, UK customers will need to place their orders by 7pm on Friday. Please note, Saturday delivery must be selected at checkout. Any orders placed after 7pm on Friday for Saturday delivery will be delivered the following weekend. The date will be communicated to you at the point of purchase.

For International Express, the cut-off time is 3:00pm Monday to Friday to be despatched same day. Any express orders placed after 3:00pm on Friday will be dispatched the following Monday.

We currently offer express shipping to a selection of European and International destinations. Please see our current methods of delivery for further details.

We understand that you may not be home all the time, and in these situations your parcel can be left in a safe place or left with a neighbour at your request.

Do please be aware that any delivery 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 should be left by our courier which will include details of how to rearrange your delivery or where to collect your parcel.

UK Customers

Next Working Day and Saturday deliveries can be made anytime between 7am and 9pm.

For orders placed on Standard Shipping, 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 Customers

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

In most cases, any customs or import duties are charged once the parcel reaches its destination country.

You may be charged for handling fees and taxes as your order passes through customs. Any charges on a parcel must be paid by the person receiving the parcel.

Chi Chi has no control over these charges and we can't tell you what the cost would be, as customs policies and import duties vary widely from country to country.

If might be a good idea to contact your local customs office for current charges before your order, so you are not surprised by charges you were not expecting.

Chi Chi will not be responsible for handling fees and/or customs charges in any event.

All customers have 28 days from the date of delivery to return any unwanted items back to us for a refund or exchange.

If you are unable to return your item to us on time, contact must be made within your 28 days from delivery to inform us of the late return. You can contact us here. Any returns made after the 28th day will not be eligible for a refund.

Please note, any items returned to us outside 28 days without prior agreement may be returned to you at an additional cost.

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

All customers have 28 days from the date of delivery to return any unwanted items to us for a refund.

Sample Sale Goods are only eligible for a refund onto giftcard.

Should you wish to return your item, the following conditions must be adhered to:

• Items must be returned within 28 days from the day you receive the parcel
• Items must be unworn as new with all original Chi Chi tags attached
• Swimwear without the hygiene seal intact cannot be returned
• Jewellery sets containing pierced earrings cannot be returned
• Shoes must be tried on indoors and must not show any signs of wear
• If an item has been washed or altered in any way, this cannot be returned

Please hold onto your proof of postage receipt until you have received your refund/exchange just in case we need to see this in the future. We cannot issue a refund or exchange where a postage receipt cannot be presented to us on request or there is no evidence within the returns hub that an item has been logged.

If an item you have received was delivered late, incorrect or faulty, please contact us here. Contact must be made within 7 days of delivery.

All items are quality checked on return. If an item is returned to us damaged, worn, or in an unsuitable condition without prior agreement, we may be unable to accept this back and it may be returned to you at an additional cost.

If you are unable to return your item to us on time, contact must be made within your 28 days from delivery to inform us of the late return. Any returns made after the 28th day will not be eligible for a refund. Please note, any items returned to us outside 28 days without prior agreement may be returned to you at an additional cost.

Any orders which are returned to us where a gift voucher and card payment have been used, we will refund the full gift voucher value back to your Chi Chi account first. Any remaining balance of your refund will be issued back to your payment card.

Chi Chi reserve the right to decline a refund or exchange where the above steps have not been taken.

Outlet & Sample Sale

Please note, items bought in the Sample Sale or Outlet will be non-refundable, but can be returned in exchange for a Chi Chi London gift card. Please ensure the item is returned within the same 28 day period as a standard return.

Our returns are Simple. Just click on the link below to access our returns portal. Please note we’ve now gone paperless

Please note returns are not free of charge. The cost of the return outlined in the portal will be deducted from the refund amount once we process your order

HOW DO I RETURN

1. REPACK YOUR ITEMS

Repack your items. No packaging, no problem. Just pop your items in something non see-through, sealable & waterproof. Please only return one order per parcel. We cannot process multiple orders in one parcel.

2. LOGIN TO OUR RETURNS PORTAL

You will need to have your order reference aswell as either your postcode/zip code you had the items delivered to or the email you used to place the order.

3. LET US KNOW WHICH ITEMS YOU WILL BE RETURNING

Make sure you select the correct items and the quantity you will be sending back. Please select one of our reasons code and anything you might want to let us know about it. Your responses will not be used on site but will help us improve the quality and fit so the more detail the better .

4. SELECT YOUR PREFERRED RETURN OPTION

Either print your returns label at home or in store. Once you have processed your return in the portal you're ready to post It back to us

Customers in selected territories will also have the option to return to us via their own method. In these instances, they will need to select this option within the portal and use the print at home label. Please ensure this is attached to the outside of your parcel before taking to your local shipping office. Failure to attach may result in us not being able to process your return

Any customs duties and taxes to return items back to us will be at the expense of the customer.

Please see below the cost breakdown by territory to return goods back to us. Where a cost is identified the amount will be deducted from your refund once we process your return.

For international services where the customer is responsible for returning the goods back, no additional charges will be incurred.

You will be charged per parcel you return, if multiple returns are made on the same order, additional fees will apply. Please ensure only one order is placed in one parcel, failure to do so may result in us not being able to process your return.

Where Customer Sourced is selected as an option, the customer is responsible for returning the parcel back to us and the payment lies with the customer. No amount will be deducted from the refund in this instance.

We are not able to offer an exchange on orders, 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 costs will be at the customers expense. We sincerely apologise for any inconvenience this may cause.

UK Returns

Please allow 2-7 working days from dropping off your returned parcel for this to reach our warehouse. You can track your return by logging onto the portal and seeing its progress. Please ensure you keep proof of receipt once items are returns in case of any tracking issues.

International Returns

At the point of placing your return you would have been given an indication as to how long the service will take to get back to us. Please allow anything from 7-28 days for your items to arrive. You can track your return by logging onto the portal and seeing its progress. Please ensure you keep proof of receipt once items are returns in case of any tracking issues.

You will receive an email notification as soon as your return has been scanned into our warehouse notifying you of next steps.

Due to the number of parcels that Chi Chi receive and dispatch from our Head Office we would not be able to locate an individual parcel.

Please note, we are not responsible for any items that are returned to us by mistake, for example from another retailer (it happens!). If we are able to locate them, but it's not always possible, and you'd like these returned to you, we will then ask you to cover the delivery cost.

We work hard to ensure your returned parcel is refunded as quickly as possible, but on occasions it may take up to 28 days for your return to be processed, and a further 2-5 working days for the refund to enter your account (dependant on your banking provider).

Please ensure you use the Returns Portal to track the status of your return. However, if you have not received your refund and it has been more than 28 days since the day your parcel was sent back to us, please contact us here so we can look into this for you.

Lastly, please note that due to the number of parcels that Chi Chi receives and dispatches from our Head Office, we are unable to locate individual parcels.

We are unable to accept multiple orders per parcel. Please only send back one order per parcel so we can deal with your refund as quickly as possible.

Failure to do so may result in delays and misplacement of your order

Any problems in returning your items please contact our customer services team