Returns & Refund

Cancellation (Order Cancellation)

  • Orders are typically processed within 12 hours of receipt. As a result, cancellations are generally not feasible. However, if the order has not yet been processed, we will do our best to accommodate a cancellation request.

Product Returns and Exchanges

  • To return or exchange an item, please submit your request via our 'Contact Form' or by emailing info@chiclara.com with the reason for the return or exchange. We will provide further instructions on the process.

Conditions for Returns and Exchanges:

IMPORTANT NOTICE:

If a package is returned due to inability to contact the customer or failure to collect within the specified time frame, the logistics company will destroy the package. In such cases, the company is not responsible for refunds or re-delivery of the product. However, if the package is lost during shipping, the company will arrange for re-delivery.

  • Returns and exchanges are not accepted if:
    • The request is made more than 7 days after the product's arrival.
    • The product is not returned within 3 days following return/exchange approval.
    • The return/exchange is due to customer preference.
    • There is evidence of product use, damage, or contamination.
    • Product tags or accessories are missing.
    • The product is returned using an unapproved method.
    • The product was sold under special conditions (e.g., discounts, sales).
    • The order includes non-returnable items or 'custom made' items.
    • The item is an undergarment, swimwear, accessory, or other direct skin contact items.
    • Orders that are returned due to refusal to pay customs fees or failure of customs to contact the customer.
    • If delivery fails due to a change of address after shipment.
    • Loss or damage from natural disasters, though partial loss will be shared with the customer.
    • We are not responsible for returns or refunds due to delays in receipt caused by flight cancellations or delays before the product is delivered.

important: Attention to Sizing

  • Asian clothing sizes are typically smaller than US and EU sizes. Please check our detailed size measurement chart before ordering to ensure an accurate fit. If you are uncertain, contact us at info@chiclara.com for more sizing info. 
  • Sizing related returns are subject to a $5.99 processing & handling fee, which will be deducted from your refund amount. Original shipping charges are non-refundable. 

Return Shipping Costs:

  • Customers are responsible for bearing the return shipping costs. Return locations are primarily in Japan, Hong Kong, or China, and costs may vary accordingly.
  • Customers are responsible for any customs duties that may arise from the return shipping within the country of origin.
  • We are not responsible for items damaged or lost during return delivery.

    Defective or Incorrect Products

    • If the product delivered is defective or incorrect, we will assist with a return or exchange. We will cover all expenses.
    • The request must be made within 7 days of receiving your order.
    • The product should not show signs of use, damage, or contamination.
    • All original tags and accessories must be intact.
    • The return must be made using our specified method

      Refund Method:

      • Original Payment Method: Refunds will be credited back to the original method of payment.

      Processing Time:

      • Allow 7-14 business days for processing returns, especially during peak times.
      • Packages that do not qualify for return will be sent back to the customer at their expense.
      • You will receive a confirmation email once the return is accepted and the refund is processed.

        Customer Service Information

        • Email: info@chiclara.com
        • Response Time: Within 24 hours.
        • Chat Hours: Monday - Friday, 9 am - 6 pm GMT+08:00.