Frequently Asked Questions

We understand that you may have questions before or after placing an order. Below you can find answers to some of our most frequently asked questions.

If you cannot find the information you are looking for, please contact our customer service team at service@chloeiw.com.

GENERAL QUESTIONS

What is the status of my order?

After you place your order, you will receive an order confirmation email containing your order details.

Once your order has been shipped, we will send you a shipping confirmation email with tracking information when available. You can use the tracking information to follow the progress of your shipment.

Can I change or cancel my order?

We may be able to modify or cancel an order if it has not yet entered the processing or shipping stage.

Once your order has been processed for shipment, we may no longer be able to make changes or cancel the order.

If you need to change or cancel an order, please contact us as soon as possible at service@chloeiw.com and provide your order number.

I entered the wrong shipping address. What should I do?

Please contact us as soon as possible if you notice an error in your shipping information.

We will make reasonable efforts to assist you if your order has not yet been shipped. However, we cannot guarantee that an address can be changed after the order has entered processing or has been shipped.

PAYMENT

What payment methods do you accept?

We accept secure payment methods available at checkout, which may include:

● PayPal

PayPal allows you to make secure payments using eligible payment methods supported by PayPal, including major credit and debit cards where available.

● Credit & Debit Cards

We may accept major credit and debit cards, including Visa, Mastercard, American Express, and Discover, subject to availability at checkout.

The payment methods available to you will be displayed during checkout.

Which currency will I be charged in?

Our transactions are generally processed in USD (United States Dollars).

If your credit or debit card is issued in another currency, your bank or card issuer may apply its own currency conversion rate and foreign transaction fees.

Please contact your bank or card issuer for more information about applicable conversion rates or fees.

Do you offer installment or buy-now-pay-later payments?

Installment or split-payment options may be available depending on your location, payment provider, and eligibility.

Any available installment options will be displayed during checkout. Availability and payment terms are determined by the applicable payment provider.

SHIPPING

Where do you ship?

We offer worldwide shipping to many destinations.

Available shipping options may vary depending on the destination, product, package size, and other shipping conditions.

We use international logistics providers including:

• 4PX

• YunExpress

• Wanb Express

• UBI

How long does it take to ship my order?

Our standard estimated processing and shipping times are:

Order Processing: 3–7 business days
Estimated Shipping: 14–30 business days

Shipping times are estimates and may vary depending on your destination, customs clearance, carrier conditions, weather, holidays, and other circumstances outside our control.

How can I track my package?

Once your order has been shipped, you will receive a shipping confirmation email with tracking information when available.

You can use the tracking number provided in the email to check the progress of your shipment.

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

What if I'm not home when my package is delivered?

If you are not available when delivery is attempted, the carrier may make another delivery attempt, leave the package in an appropriate location, or provide instructions for collection, depending on the destination country and shipping carrier.

If necessary, you may need to contact the local delivery provider or collect the package from a designated pickup location.

Why is my tracking information not updating?

Tracking information may not update immediately after your package has been shipped.

International shipments can sometimes experience gaps in tracking updates while the package is being transported between countries or undergoing customs clearance.

If your tracking information has not changed for an extended period, please contact us at service@chloeiw.com with your order number.

RETURNS & EXCHANGES

Do you accept returns?

Yes. We accept eligible returns subject to our Return Policy.

Generally, the following conditions apply:

• The item must have been purchased from our online store.

• The item must be unused and in its original condition.

• The return request must be submitted within 14 days of delivery.

• Certain products may not be eligible for return due to their nature or applicable laws.

To request a return, please contact our customer service team before sending anything back.

Can I exchange an item?

Eligible items may be exchanged subject to availability and our Return Policy.

If you would like to exchange an item, please contact service@chloeiw.com and let us know that you are requesting an exchange.

Please do not send an item back without first contacting our customer service team and receiving return instructions.

Are returns free?

Return shipping costs may vary depending on the reason for the return.

If the return is due to an error on our part or a defective or incorrect item, we will review the situation and provide appropriate instructions.

For other reasons, the cost of return shipping may be the responsibility of the customer and may be deducted from the applicable refund where permitted.

Please contact customer service before returning an item to obtain the correct return instructions and address.

How long does it take to process a return?

Once your returned package is received at our designated return facility, we will review the returned item.

Returns are generally processed within 14 days of receipt, subject to inspection and eligibility.

Once your return has been approved, any applicable refund, exchange, or store credit will be processed within 14 days, subject to the applicable payment provider's processing time.

Where should I send my return?

Please contact our customer service team before sending your return.

We will provide the appropriate return address and instructions after reviewing your return request.

Email: service@chloeiw.com

Do not send your return to the business address listed on our website unless our customer service team specifically instructs you to do so.

ORDER ISSUES

What should I do if I receive a damaged or incorrect item?

If your order arrives damaged, defective, or contains an incorrect item, please contact us as soon as possible.

Please provide:

• Your order number

• A description of the issue

• Clear photos of the product

• Photos of the packaging, if applicable

Our customer service team will review your request and provide the appropriate next steps.

What should I do if my package is lost?

If your package appears to be lost or has not arrived within a reasonable period, please contact us with your order number and tracking information.

We will review the shipment status and work with the applicable carrier where appropriate.