Shipping & returns Policy

We strive to deliver you the best in quality and value, if for any reason you are not satisfied with your order, let us know first and we will make sure to sort it out for you. We all make mistakes and sometimes things go wrong, so help us be better at what we do by getting in touch with us as info@chalachai.com.

For returns:

1. Products can only be returned if they are still in their original condition and packaging. Used products, or products damaged by the customer will not be eligible for refund.  Returns must be made within 30 days of receiving your order.

2. Request your return by emailing info@chalachai.com with detailed reason for return and if applicable, pictures or a video of the product that supports your reason. Upon approval you will receive details on how to return your order.

3. To assure your refund please use a trackable mail service, we can not be responsible for lost or missing packages.

4. Upon the receipt of your package, your order will be examined and a full refund will be issued to your original method of payment. A refund receipt will be emailed to the email address you used when making your original purchase.

​

LATE OR MISSING REFUNDS

​

Please note that we issue refunds as soon as your refund request is approved - that means that the money leaves our account immediately. If you haven’t received a refund yet, please check your bank account again. If you have still not received your refund within 3 working days, contact your credit/debit card company. There is often some processing time before a refund is issued. If you’ve done all of this and you still have not received your refund yet, please contact us.

​

How long does delivery take?

​

All orders are dispatched within 1-2 working days. If your order hasn’t arrived in the estimated delivery times, please contact our support team at info@chalachai.com. 

 

(This policy excludes errors made by customers when providing shipping details on their order(s) or missed parcel deliveries).

​

Can you provide me with a tracking number?

​

All tracking number will be emailed to the customer as soon as the tracking information becomes available.

​

I've entered the wrong shipping address; can I change it?

​

If this happens to you, email us as soon as possible, we MIGHT be able to take care of it. However, we can't promise anything as all of our orders are usually processed same or next day. If your order has already entered the shipping process, we won't be able to stop it.

​

We unfortunately cannot be responsible if you entered an incomplete and/or incorrect shipping address. Our system automatically process orders and addresses are printed/written as provided.

​

Can I cancel my order after it has been placed?

​

Unfortunately, we are unable to cancel your order once it has been shipped. If you cancel your order BEFORE it has been shipped, we are able to refund your payment minus a 5% cancellation fee to cover charges charged to us for refunds by our card payment processing company.

​

Delivery Costs

​

We calculate delivery costs at checkout based on weight to make sure you are getting the lowest price possible. We don't charge any "extras", only what we get charged for postage.

​

Delivery Packaging

 

The environment is great, very important, actually! We are constantly trying to make our packaging methods more eco-friendly and to do our part in reducing our carbon footprint. For this reason, you may sometimes find yourself with a recycled box or a bit of packing paper. We hope you do your part too and recycle what can be as well. 

We use plastic free packaging where possible. This includes plastic-free, brown biodegradable tape instead of plastic tape and plastic free mailers. Occasionally, we do need to use bubble wrap for some of our more fragile products, but we always reuse packaging we have received where possible. If you know a solution to anything you think we might be able to incorporate to become more planet friendly, please let us know and we will address it immediately.