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FAQS

About Order

  • Q:Do you have minimum spend?

    A:No, we do not have minimum spend here.

  • Q:How to choose size?

    A:You can take our size chart as reference. For size details, please refers to the size info on product page.

  • Q:Can I get more information about your products?

    A:The product page for every item includes sizing, a detailed description, care instructions, and most importantly, plenty of images.If there is anything further information you feel we need to put on there to help you, just contact us and we will do our best to satisfy you.

  • Q:Do I have to create an account if I want to buy from you?

    A: No, you can buy without register. When check out, please choose "check out as a guest".

    But setting up an account will give you exclusive discounts and special offers and will allow you to order without having to fill in your details every time you shop with us.

  • Q:Will you restock an item?

    A:We'd like to keep ahead of the fashion trend and generally don't tend to restock items again as we like to offer you new exciting products regularly and keep up with all the latest trends!

    If you really like the item, we can recommend some similar items to you or maybe someone has just returned it for not suitable.

    If there is anything else you want to know about a product, and then please email us to contact our customer service team.

  • Q:How to order?

    A:1.Select item and add to cart

    2.Enter discount code in cart page, then proceed to check out.

    3.Sign in/Register / check out as guest

    4.Tell us where to deliver it.

    5.Choose shipping method and how you would like to pay.

    6.Check your order details.

    7.Click the "submit your order" button to complete the transaction.

  • Q:How to get and use coupon code?

    A:By registing an account, you will receive our special coupon code in promotion period.

    Enter your coupon code in cart page and then click "apply coupon".

    1.Please note only one discount offer can be used per order.

    2.Coupon codes can be redeemed when order is cancelled by you.

    3.Please always check further terms and conditions supplied with the coupon code.

  • Q:Can I cancel an item from my order?

    A:In certain circumstances, we may be able to cancel an item from your order. You need to contact us as soon as possible after you have placed your order otherwise it may be too late.

  • Q:Can I add an item to my order after placed an order?

    A:Yes, you can, please contact us or place a new order.

  • Q:Why the size on the tag is different from what I ordered?

    A:Different country has different size. The size information on our website is being converted from the actual size on the tag. So when receiving items, please try it first, if don't fit, you can contact us and return it back.(But you have to pay the shipping fee)

  • Q:I have received my order, but one item is missing. What should I do?

    A:Please contact us. We will investigate this matter with our warehouse.

  • Q:If the item I received is damaged, what should I do?

    A:Please contact us. We will resend the item or refund to you.

  • Q:If the item I received is not suitable, can I return?

    A:Yes, in 30 days after receipt, you can contact us and return to us. But you have to pay the shipping charge.

About Payment

  • Q:Is it safe to pay?

    A:We take security very seriously indeed, so your details will be safe with us.

    All credit and debit card holders are subject to validation and authorization by both us and the card issuer, to maintain security and prevent fraud.

    We store any information you give us securely using high-level SSL encryption technology - the most advanced security software currently available for online transactions.

  • Q:What payment method do you accept?

    A:We accept PayPal and credit card.

  • Q:What currency can I use?

    A:There are four currencies: US dollar, EURO, GB pound and Australian Dollar. You can find this on the top right corner of the page.

  • Q:When do you charge me?

    A:When you enter your card details to pay for your order, your bank automatically deducts the money from your available balance although it is not actually taken from your account until we despatch your order.

    If we do not despatch your order, we do not charge you and the money is automatically put back onto your available balance by your Bank.

    This usually takes around 3 working days but the exact timeframe does depend on your card issuer and your bank.

    If this timeframe has elapsed, or you are a PayPal customer and the money still has not been released, please contact Customer Service by service@chicnova.com

  • Q:What is your exchange rate for oversea orders?

    A:We charge you for your order in US dollar. Your card provider will apply the exchange rate when your card is charged.

About Delivery

  • Q:Which countries do you delivery?

    A:Chicnova ships to a variety of international countries. We offer free shipping to all countries in Europe, Asia, America and Oceania, but only two counties in Africa (South Africa and Egypt).

  • Q:When can I receive my order?

    A:Most of our orders ship in 1-5 days after payment. And the shipping time to your country please refer to Shipping Guide.

  • Q:How do I know if my order shipped out or not?

    A:As soon as your order shipped out, you will receive a shipping confirmation email with the tracking number. Also you can sign in your account to check or track your order status by entering your registered email address here.

  • Q:Can I change the shipping address for my order?

    A:If you order hasn't been shipped, you can contact our customer service to change it. If already shipped, sorry, we can't help you.

  • Q:Will I be charged CUSTOMS AND IMPORT CHARGES?

    A:Customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. We will try our best to avoid or lower the customs tax.

    We have no control over the customs charge, and cannot advise what the cost may be since customs policies and import duties vary widely from country to country. You can contact your local customs office for current charges before you order, so you are aware of any applicable charges before placing your order with us.

  • Q:What is the difference between free shipping and expedited shipping?

    A:Free shipping usually takes 5-25 working days to the destination after shipped, while expedited shipping usually takes 3-6 working to the destination days after shipped. For details information, please read our Shipping Guide.

    Tip: Free shipping seldom causes import charge.

About Returns and Refund

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