Customer service

Welcome to Chiquelle's customer service!

We're here to help you 24/7. Below you will find the most frequently asked questions we (Chiquelle's customercare) are asked. You are welcome to e-mail us if you cannot find the answer to your question. 

Looking for a collaboration? Please e-mail us at collaborations@chiquelle.com. We are receiving many requests daily and will try to answer you once a cooperation would be relevant. Thank you. 

1. How do I return an Item? 

Under the Distance Selling Regulations you can return your order at any time within 14 days. The goods must be sent back to our warehouse in original and good condition (unworn and unwashed), in their original state with all tags, including any Chiquelle hangtags, attached and well packaged. Refunds will be processed within approximately 5 to 10 working days after we receive your return. For more information how to return, please click here!

2. Do you ship to my country? Delivery time? Shipping costs?

We ship worldwide! Delivery time to European countries takes about 2-3 working days, while International delivery (to countries outside of Europe) takes about 2-5 working days. Shipping costs to European countries are 5.95 EUR while shipping costs to countries outside of Europe (International shipping) are 9.95 EUR. Shipping costs to the UK (outside EU) are 8.90 GBP / 9.95 EUR. Most orders are shipped within 2 business days of purchase. Orders are not shipped on the weekends or holidays. 

3. Do I need to pay International taxes or duties?

Not in Europe. If you live in a country which is part of the European Union you do not have to pay for taxes & duties. If you live outside of Europe (for example the States, Canada, Australia etc.), your order may be subject to import duties and taxes above a specific amount, which are levied once a shipment reaches your country. Chiquelle cannot control and is not responsible for any duties/taxes applied to your package. You will be responsible for paying additional charges for customs clearance (outside of Europe). We cannot refund your paid taxes or duties with a return. 

4. Can I exchange an item?

Unfortunately at this moment we can’t make any exchanges. If you want to change a product to another size or color, we kindly ask you to place a new order.

5. Something I love is sold out. What can I do? 

New items can sell out very quickly, but we reproduce most of them. To sign up for a product click on ''Sold out in your size? Notify me whenever it's back!'' on the product page. Enter your name and e-mail address and click on ''send''. That's all. You will get an e-mail whenever it's restocked.

6. Where is my order confirmation? 

You will receive an e-mail confirmation as soon as you place your order, to the e-mail address you entered during your purchase. If for some reason, you did not receive an e-mail, please check your spam folder or contact our customerservice.

7. How much are shipping costs?

Shipping costs to European countries are 5.95 EUR while shipping costs to countries outside of Europe (International shipping) are 9.95 EUR. Shipping costs to the UK (outside of EU) are 8.90 GBP / 9.95 EUR.

8. Can I change or cancel an order? 

We are so sorry to tell you that we unfortunately can not make changes or cancel orders that already exist. The reason is that we process orders quickly and automatically after they have been placed.

9. I just placed my order -- Can I add another item to it afterwards? 

Unfortunately we cannot add items to an existing order. We kindly ask you to place a new order for the item. Contact us and we'll be happy to minus your shipping costs on your second order if it was placed within a few hours or the original order. 

10. How long does it take to process my return? 

Once we have received your package, your return and refund will be processed within 5-10 working days. You will be notified via e-mail.

11. When will my order be shipped out?

Most orders will be shipped out within 2 working days of purchase -- unless you ordered a product with an exception / longer delivery time (pre-order). Shipping times may vary. Orders are not shipped on the weekends or holidays.

12. Do you have any resellers or authorize reselling? 

While we appreciate your interests to be a reseller of Chiquelle's products, we have to tell you that we do not currently have any resellers, nor do we authorize reselling of our products. For more information please e-mail us on press@chiquelle.com

13. Do you have any physical stores? 

We're so sorry to tell you that we do not have any physical stores. But we're an online fashion store, which means you can shop on www.chiquelle.com 24 hours a day, 7 days a week from around the world.