Frequently ask question
ORDERS & SHIPPING
how long does shipping take?
Estimated shipping time for US is 10-15 business days for Standard Shipping or 5-10 business days for Premium Shipping. And 10-15 business days for other countries.
WHEN WILL MY ORDER BE DISPATCHED?
Orders are packed & fulfilled in 1-3 business days.
Where is my order?
Click the ‘Track My Order’ button to track your package.
Waited until your estimated delivery date? Please allow an extra few days for your order to arrive, especially during busy times. If there's an unexpected delay or if your tracking indicates any issues, feel free to contact our support team (firstname.lastname@example.org). We'll gladly assist you with any inquiries and provide a solution for your order.
DO I HAVE TO PAY CUSTOM CHARGES ON MY ORDER?
List of countries that are not required to pay customs upon reception: EU/UK/USA/AUS/ CANADA/SAUDI ARABIA. If your country is not included in this list, you may be subject to customs fees upon order reception (consider consulting with your local customs office if you are uncertain).
I WANT TO CANCEL/CHANGE MY ORDER
Once your order has been placed, amendments and cancellations cannot be guaranteed. We might be able to cancel your order if your order didn’t ship out yet.
FAULTY OR INCORRECT ITEMS
We are sorry to hear that you have received an incorrect or defective item, kindly reach out to us and we will sort it out for you as soon as possible. Please do not ship it back before our reply.
WHAT COUNTRIES DO YOU SHIP TO?
Yes, we ship worldwide.
What Payment Methods Are Accepted?
We accept most major credit or debit cards these include - Visa, Master Card, Amex. We also accept PayPal and Apple Pay.
DO YOU OFFER FREE SHIPPING?
Yes we do! We offer free worldwide shipping on orders above 149$
HOW CAN I RETURN MY ITEM?
The return process is simple. Just reach out to us at email@example.com, and we'll provide you with a local address for shipping your package back to us.
HOW WILL I GET MY REFUND?
We’ll refund you through the original payment method used for the purchase. The processing time for the funds to reflect in your account may vary, depending on your bank or payment provider. Just be patient!
ARE THERE ANY RULES FOR RETURNING AN ITEM?
Yes, there are a few things to keep in mind:
- The item needs to be in its original condition, untouched and still in tags.
- Make sure you initiate the return process within the 7-day return window.
- Reach out to us via our email firstname.lastname@example.org and we will provide you with the return address.
- Once you ship the package, a tracking link should be provided and refund will be processed once your item arrives back to us.
HOW MUCH DOES MY RETURN COST?
The only cost you will carry is the return fee for shipping back the package to us.
HOW LONG DOES IT TAKE TO PROCESS MY REFUND?
Your refund will be processed within 3-5 business days after we receive the items. The refund’s timeframe might vary depending on your bank account.
DO YOU REFUND THE DELIVERY CHARGE?
The original shipping fees are non-refundable, unless there's a valid reason such as damaged goods, wrong order size or incorrect items.
CAN I EXCHANGE AN ITEM?
Returning your item(s) and getting a replacement is super easy. Just follow these simple steps:
- Reach out to us to our email email@example.com and we will provide you with the return address.
- Ship the items back to us and share the tracking link with us.
- Once we receive your returned items, we'll process your refund.
- To get your replacement, simply place a new order for the desired item(s) on our website.
PRODUCT & STOCK
DO YOU HAVE A SIZE GUIDE?
Yes, you can find our size guide on every product page and If you need help in sizing, feel free to reach out to us on firstname.lastname@example.org
IS CHÉRIE LOU SUSTAINABLE?
We are Low Waste and we don’t engage in mass production. We produce limited series collections to minimize excess stock. Most of our designs have only 50-70 pieces at a time and we use recyclable packaging from the hang tag to the box.
DO YOU RESTOCK ITEMS THAT ARE OUT OF STOCK?
For some products yes, others are gone forever once out of stock.