FAQ

Last updated August 1st 2020

Here is a list of frequently asked questions that you may find useful. Shall you require any further information, please contact our team at support@thechichomedecor.com.

General

  • What if I encounter issues on the website?

We certainly dedicate ourselves to providing excellent service to our customers, but shall you experience any trouble while accessing our website, please contact us at info@thechichomedecor.com so we can handle any issues ASAP. Where possible please support your claim with screenshots and supportive material so we can identify and correct the error/s.

  • Can we custom make items?

We regret to inform you, that we currently do not custom make our products. The items available for purchase are sold as displayed under product descriptions and specifications. Shall this change in future, we will notify our customers via a marketing email. So please feel free to subscribe to our mailing list by filling in your email address on our Home page!

Great Things Come to Those Who Sign Up! Don’t Miss Out on Your Chance.

  • Are there any additional costs involved(shipping cost, duties and tax)?

Shipping:

There are no additional charges involved in the shipping of your item/s to you in the selected countries we currently deliver to. You can rest assured that your order/s will be delivered to you free of charge! 

Duties and Tax:

For most countries we deliver our products to, there is no need to pay any import related fees or duties(such as: Import Duty, GST, VAT etc.). While the others may be required to do so according to the country’s levying rules. 

Duties and taxes are not included in the prices of our products you purchase on our website and are not included in the overall shipping costs you pay when placing your order. As our products don’t originate in the EU(we ship them from China), therefore they may be subject to a customs duty, which is a tariff or tax imposed on goods when transported across international borders. You are liable to pay any inbound duties and taxes, which your local customs authority deems appropriate. These taxes and duties may vary for every item in every country and we strongly advise you make yourself familiar with any of these costs involved before placing your order. Under no circumstances will The Chic Home Decor be responsible for handling any extra charges that will apply to your shipment as at custom clearance. It is solely the buyers responsibility to ensure that they are aware of such charges.

My Account

  • How do I register?

Registering an account is an easy and straightforward procedure. Please click the My Account icon at the top right corner on our website and fill in the required details(such as; Username, Email address and Password).

  • Do I need to register to place an order?

It is not necessary to register an account to place an order, you can process your order directly without registering yourself. However registering an account with us, will come with a number of advantages.

From your account dashboard you can view your recent orders, manage your shipping and billing addresses, and edit your password and account details. Your personal data will be used to support your experience throughout this website, to manage access to your account, and for other purposes described in our Privacy Policy. 

  • I forgot my password, how to reset it?

Before resetting your password:

1. Check if keyboard’s “Caps Lock” light is on as your password is case sensitive

2. Ensure you don’t enter blank spaces before and after your password

Click on the Lost your password? link on the Login page and fill in your registered email address. We will then send you an email to reset the password.

Shipment

  • Where is my order shipped from?

Our main fulfillment centers are located in China, that is where most of our products are shipped from. 

  • When will I receive my order?

We put a great effort into making sure that your items are delivered to you in a timely manner. However please keep in mind that delivery times may vary according to your selected delivery address(country the products are being shipped to), availability of our products from our suppliers and the time of the day you place your order at our store. 

IMPORTANT NOTICE:

Due to Covid 19, shipments to some countries are currently prohibited and we regret to inform you that shipments to certain countries are temporarily paused.  Please be aware that current delivery times may be delayed due to these circumstances, including processing times of your order/s. While we are working hard on improving our delivery services, we kindly ask for your understanding and patience while we deliver your order to you.

  • I haven’t received my parcel but it shows “Delivered”.

Please track the parcel to check the package status. According to our past experience, the majority of the packages will be delivered within the time frame promised by the seller (which in some cases may take up to 6 weeks in general). If your package does not arrive by the promised time (PST), please contact us at support@thechichomedecor.com and we will help you then.

In some cases, the delivery status can change to “Delivered”, at the moment the parcel reaches your local post office. Please contact them to give you further information about the delivery of your order.

We appreciate your patience.

  • How to track my package?

Once you have placed your order, you will receive an email confirmation including information about your order. We will follow up with you after your order has been processed and gets ready for shipment and provide you with a   tracking code. You may also view the status of your order by logging into your account.

  • What will happen if we fail to ship order on time?

After successful payment, our suppliers will prepare the shipment and send it to you in due time. If the shipment is not completed in the required time, we will close the order and return all the funds to you. You will then receive the refund in 3-20 business days. In the unlikely event of such, please contact our team at support@thechichomedecor.com to assist you with your query.

Refunds

  • When will I get my refund?

Please rest assured that we understand how important your money is and we make sure that the refund is handled accordingly in every situation. Usually, it takes 3-20 business days, varying with different banks, for our buyers to receive the refund after the refund is successfully processed by our team. We will notify you with an email, once we have processed your refund.

For further information about our Return Policy and Refunds, please take a look at our Return Policy

Payment 

  • How do you secure my payment?

We utilize an SSL certificate to protect web browsing, emails, messaging and financial transactions as much as possible. SSL encryption increases the difficulty of hacking or data theft. We do not process or hold on to any of your financial data.

We use Paypal to facilitate our payment process. Paypal is the world’s most widely used payment acquirer and you can use any of the following payment methods that are supported by this provider, such as: Credit Card, Debit Card, Paypal Wallet, Bank account, E-Check and other.

Orders

  • Can I modify or cancel my order?

Before placing an order-Yes

You can add new shipping address, edit your contact details and add or remove items from your shopping cart. If you haven’t yet paid for your order, you are still able to make modifications.

Before we process the order-Yes

It usually takes us up to 24 hours to process an order. You can contact us within this time frame, shall you need to amend any of your contact details or shipping address.Please inform us about such a change at your earliest convenience. You can email your request to support@thechichomedecor.com by marking your email with the title: URGENT! for our attention.

We can not guarantee that we will be able to change order items once you have processed your payment. Please contact our support team for advice in case you have purchased the wrong item/s.

After we ship out the order-NO

After we ship the parcel, shipping address and contact details can not be changed any more. We hope you can kindly understand this. Usually, shipping companies will call the contact number on the parcel if it is failed to be delivered to the wrong address provided by you. Once shipment has begun, we are no longer able to process requests for order cancellation or/and item changes.