Contact Us

Questions, Feedback, or Need More Information?

Have a question about our products, your order, shipping, returns, or anything else?

If you cannot find the information you need on our website or something is not completely clear, please feel free to contact us. Our customer service team is happy to help.

Customer Service

Email: service@chloeiw.com

When contacting us, please provide the following information whenever applicable:

Your name
Your contact phone number
Your order number, if your inquiry is related to an order
The city and country where you live
A clear description of your question or concern
Product photos, if you are contacting us about a damaged, defective, incorrect, or other after-sales issue

Providing complete information and photos when applicable can help us understand your situation and assist you more efficiently.

Customer Service – Hours of Operation

Monday through Friday: 9:00 AM – 5:00 PM
Saturday: 10:00 AM – 6:00 PM
Sunday: Closed

Customer service normally responds within 48 hours, excluding weekends and holidays.

Frequently Asked Questions

Q: How long will it take to receive my package?

A: We generally require 3–7 business days to process and fulfill your order before it is dispatched.

Once your order has been dispatched, the estimated delivery time is generally 14–30 business days, depending on your destination, shipping carrier, customs processing, and other circumstances.

Please note that delivery times are estimates and may be affected by holidays, customs delays, weather, carrier conditions, or other factors beyond our control.

Q: What is your return policy?

A: You may request a return within 14 calendar days of receiving your order, subject to the conditions of our Return Policy.

Returned items generally must be unused, in their original condition, undamaged, and with the original packaging and accessories where applicable.

Please contact our customer service team before sending any item back. We will provide the appropriate return instructions and return address.

After we receive and inspect your return, we will process the applicable refund or exchange. Please allow time for processing and for your payment provider to complete the refund.

For complete details, please review our Return Policy.

Q: How can I contact you regarding my order?

A: You can contact us by email at service@chloeiw.com or by using the contact form available on this page.

When contacting us about an order, please include your order number and a brief description of your request so that we can assist you more efficiently.

Q: What should I do if I receive a damaged or incorrect product?

A: Please contact us as soon as possible and provide your order number, a description of the issue, and clear photos of the product and packaging.

Our customer service team will review the situation and provide further assistance.

Q: Can I change or cancel my order?

A: If you need to change or cancel an order, please contact us as soon as possible.

We may be able to modify or cancel an order before it has been processed or shipped. However, once an order has entered processing or has been dispatched, changes or cancellation may no longer be possible.

Q: Where can I find my tracking information?

A: Once your order has been dispatched and tracking information becomes available, tracking details may be provided through your order or shipping notification.

Please note that tracking information may take some time to update after the package has been handed over to the carrier.