FAQs
ORDERS
How can I find the status of my order?
Check the status of a specific order and access your Order History on the Order Status tracking page within 'My Account'. It's important to note that the Order History will remain pending until the product(s) are shipped.
How do I change or cancel my order?
In our commitment to ensuring efficient product shipments, we initiate order processing immediately upon placement. Unfortunately, once an order has been submitted, it cannot be canceled or modified.
Where can I track my order?
We will send you a shipment notification, including a tracking number, as soon as your package is dispatched. Alternatively, you can click on the 'Track Order' page for updates.
How can I change my address?
Unfortunately, we are unable to change the address once the order is generated. Please make sure to provide the correct shipping address during the ordering process.
Which payment method do you accept?
We accept American Express, MasterCard, Visa, Apple Pay, Google Pay, Shop Pay, and PayPal.
What should I do if I receive the wrong or damaged products(s)?
Please contact our email hello@chillab.net at your earliest convenience, and we will promptly address and resolve the issue for you!
PRODUCTS
Are your products cruelty-free？
Absolutely, our products are cruelty-free, indicating that we abstain from animal testing.
Are your products vegan?
Absolutely, all of our products are 100% vegan.
Are your products paraben-free?
Absolutely, all of our products are paraben-free.
SHIPPING & RETURNS
What is your shipping policy?
We are pleased to offer two shipping options for your convenience: Expedited Shipping and Standard Shipping.
Expedited Shipping: For customers who need their orders quickly, we offer expedited shipping. (Only available in specific countries)
Standard Shipping: This shipping method is available to all customers and applies automatically at checkout.
Shipping rates vary by country and will be calculated during the checkout process.
Which countries and regions do you deliver to?
We deliver to multiple regions across continents including North America, Latin America, Europe, Asia, Oceania, and more. You can check eligibility for delivery in your region on the checkout page.
How long will it take to receive the products?
After placing your order, we typically require 1-3 business days for processing and packing.
After the goods are dispatched, the estimated delivery time (Standard Shipping) is:
USA:
- 48 CONTIGUOUS STATES: 5-8 BUSINESS DAYS
- ALASKA/HAWAII: 12-25 BUSINESS DAYS
- PUERTO RICO: 15-22 BUSINESS DAYS
CANADA:
- 10-15 BUSINESS DAYS
UK:
- 6-8 BUSINESS DAYS
ITALY:
- 8-12 BUSINESS DAYS
FRANCE:
- 6-8 BUSINESS DAYS
SPAIN:
- PENÍNSULA: 8-10 BUSINESS DAYS
GERMANY:
- 8-10 BUSINESS DAYS
EUROPE:
- 8-15 BUSINESS DAYS
LATIN AMERICA:
- 10-25 WORKING DAYS
AUSTRALIA & NEW ZEALAND:
- 7-10 BUSINESS DAYS
ASIA:
- 5-12 BUSINESS DAYS
* The estimated delivery time for specific countries and regions will be indicated on the checkout page.
What’s your return policy?
Once the product is shipped, returns or exchanges are not accepted unless there is a quality issue. We strive to provide you with the best products, and if you encounter any concerns about the quality, please reach out to our customer support within hello@chillab.net for assistance.
How long does it take to receive a refund?
The refunds usually take 5–10 business days to appear on your statement.
What does Worry-Free Purchase cover?
Worry-Free Purchase is a service provided by Seel (a 17TRACK partner). It covers delayed, damaged, and lost items that meet the following criteria.
Delay: Domestic packages not delivered before the 10th day following order fulfillment (i.e., the date when the order is shipped by the merchant) or international packages not delivered before the 30th day following order fulfillment are considered delayed. The compensation for delayed packages is USD 5. (If the order is not transacted in USD, compensation will be made in the currency of the transaction.
Damage: Worry-Free Purchase covers item damages to the point that the item(s) are unusable, clearly fractured, shattered, bent (if not bendable), crushed, etc., but does not cover cosmetic damage (scratches, dents, etc.), manufacturing damages, packaging errors, or unsealed items. The compensation for damaged items will be up to the value paid for the purchased item(s).
Loss: Domestic packages not delivered before the 30th day following order fulfillment (i.e., the date when the order is shipped by the merchant) or international packages not delivered before the 60th day following order fulfillment are considered lost. The compensation for lost packages is the value paid for the purchased item(s).
Note: Total compensation for one cover is up to the value paid for the item(s).
How can I submit a claim request with Worry-Free Purchase?
Customers can access the Seel Resolution Center to submit a claim request from the store's tracking page or the policy confirmation email.