1. HOW CAN I CONFIRM IF MY ORDER WAS SUCCESSFUL?
After successfully placing your order on our website, you will receive an Order Confirmation Email. This email will detail your order, including the items, total cost, and shipping information. If you don’t see it, please check your spam or junk mail folder. If it’s still missing, reach out to our customer care team at cs@chloechen.com, and we’ll assist you.

2. CAN I MODIFY OR CANCEL MY ORDER?
If you need to make any changes to an order you have already placed, please contact us as soon as possible with your order number. We’ll do our best to accommodate your request, but changes may not be possible once the order is processed and shipped.

3. IS GIFT WRAPPING AVAILABLE?
Absolutely! We offer complimentary gift wrapping for all online orders. To request this, simply write "gift wrapping" in the note field at checkout. If you have special requests, like a personalized message, you can include that in the same field.

1. DO YOU SHIP INTERNATIONALLY?
Yes, we offer international shipping! Please note that shipping costs can vary based on your location. For information on delivery prices and estimated times, see the next question.

2. WHAT ARE THE DELIVERY COSTS AND TIMES?

Hong Kong
- We offer free express shipping on all Hong Kong domestic orders.

- All orders are sent via SF express.

- Please allow 1–2 business days for dispatch from our warehouse, with an additional 1–2 business days for deliveries to metropolitan areas. For regional areas, please allow 2–4 business days for delivery.

Taiwan
- We offer free express shipping on all Taiwan domestic orders.

- All orders are sent via Yamato transport.

- Please allow 1–2 business days for dispatch from our warehouse, with an additional 1–2 business days for deliveries to metropolitan areas. For regional areas, please allow 2–4 business days for delivery.

Worldwide
- Shipping costs are calculated during checkout based on the weight, dimensions, and destination of the items in your order. Payment for shipping will be collected with your purchase. This amount will be the final shipping cost for you.

- Your orders will be sent via Hong Kong Post/UPS/SF Express/DHL/FEDEX with an expected delivery time of 3–21 business days.

- Please allow 1–2 business days for your order to be processed and dispatched from our warehouse.

*Please note that due to high demand during the Sale Period, shipping and in store pick up may be delayed. Thank you for your understanding.

3. WILL I BE CHARGED DUTIE & TAXES
Yes, import taxes and duties may apply depending on your destination country. These charges are determined by the local customs authority and are the responsibility of the recipient. The prices shown on our site do not include these additional costs.

*Your courier or local post office will provide details for customs clearance, which may delay delivery. We recommend checking with your local customs office for applicable fees.

4. HOW CAN I TRACK MY ORDER?
Once your order is dispatched, you will receive a shipment confirmation email with tracking information. This will allow you to monitor your order's progress. If you don’t receive this email, check your spam folder or contact our customer care team for help.

5. WHY MIGHT I NOT RECEIVE MY ORDER?
If you encounter issues receiving your order, there could be several reasons. For refused shipments, if delivery was declined and the package is returned to us, we will reach out to discuss re-delivery or refund. Please note you’ll be responsible for all associated costs, including shipping and customs fees.

*For lost shipments, we will help track your order and may provide a refund if necessary. We recommend contacting your local post office for the latest tracking information.

1. CAN I RETURN OR EXCHANGE MY ITEM?

Yes, you can return or exchange items within 7 days of receipt, as long as they meet our return policy criteria. Each order can only be exchanged or returned once. We recommend reviewing your items carefully before initiating a return or exchange. If you have questions, please contact our customer care team.

To start a return or exchange, reach out to our customer care team. Please note that we do not provide return labels, and customers are responsible for return shipping costs. Ensure items are securely packaged and use a reputable courier to avoid loss or damage. Keep tracking information for your records.

For more details, refer to our Return & Refund Policy here.


2. WHAT IF I RECEIVE A DEFECTIVE OR INCORRECT ITEM?

If you receive a defective or incorrect item, please email us at cs@chloechen.com within 7 days of receipt. We will replace the item at no cost or issue a full refund (excluding any bank handling charges and exchange rate differences).

Please describe the issue clearly, include your order number and item name (or SKU), and attach photos if possible. Items returned without prior consent may be refused upon delivery, so be sure to contact us first.

CHLOECHEN reserves the right to change these terms and conditions without prior notice and has the final decision in all disputes.