slow fashion + wearable happiness + social utopia

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Frequently Asked Questions

MAKING A PURCHASE

 

HOW DO I MAKE A CHULA PURCHASE?

Shopping at Chula is very easy. Just follow these steps:

  1. Choose the product type (jacket, coat, dress, etc).
  2. View the products you are interested in. Click on the photograph to zoom in and see every detail. You will see available sizes, composition, type, code, and price.
  3. Select an item of clothing and add it to your basket. You can then choose to continue shopping or process your order.
  4. Once you have decided to process your order, you can either register or purchase as a guest.
  5. Choose whether you would like to collect your order at one of our Chula stores or have it delivered through standard or express delivery.
  6. Select a payment method: Visa, Visa Electron, Mastercard, or American Express.
  7. Confirm the order.
  8. You will receive an email confirming your order.

HOW DO I KNOW MY ORDER HAS BEEN PLACED?

Once your order has been placed, you will receive a confirmation message by email. This will contain your order number, delivery details, items ordered and shipping method.

If you do not receive an email, contact Chula through…

CAN I REMOVE ITEMS FROM MY ORDER? 

You can only remove unwanted items from your shopping basket if the order has not been placed yet. If you want to cancel your order once it has been placed, see (How do I exchange/cancel my order?).

HOW DO  I EXCHANGE/CANCEL MY ORDER? 

If you cancel your order before receiving our confirmation email: Go to the "my orders" section in your account, If you are not registered, click on the "Order Information" link in the confirmation email sent to you and click cancel. (I am not sure if Shopify allows customers to do this so maybe we just keep this part and edit it later)

If you want to cancel/exchange your order after receiving the confirmation email:  Any changes (in size/color, etc.) or cancellation must be requested within 3 days of receiving our confirmation email.

WHAT SHOULD I DO IF I RECEIVE A FAULTY ITEM, AN INCORRECT ITEM OR WISH TO CHANGE MY DELIVERY ADDRESS?

Because each item is individually handcrafted, most of Chula’s items are in perfect condition. If you are still unhappy with the condition of your item, please contact our customer service.

We suggest taking a picture of the faulty item and keeping the receipt. Send us the item within 7 days of receiving the parcel. We only offer returns and refunds if the product is in the same condition as when it was delivered. Items must be returned unironed with the tags attached and covers present.

We strive to ensure that all customers’ orders are processed correctly and efficiently. However, should any of the above scenarios take place, do not hesitate to contact us and we will do our best to rectify the situation as quickly as we can. We apologize for any inconvenience or confusion which may have been caused.

WHY HAS MY ORDER BEEN REFUNDED?

In very rare cases, due to a high demand, an item which you have ordered may become unavailable. If this occurs to you we will personally contact you as soon as possible to confirm any cancellation or amendment to your order 

If you ordered multiple items at once, we will dispatch the rest of your order and refund the item which is out of stock.

WILL I NEED TO PROVIDE ANY CONTACT INFORMATION? 

Yes. To make sure your order reaches you correctly, we will ask for several contact details, including: full name, delivery address, phone number and email.

WHAT PAYMENT METHOD ARE AVAILABLE TO MAKE MY PURCHASE? 

We offer the following payment methods: Visa, Mastercard, American Express, Discover, and JCB.

WHY MIGHT MY CREDIT CARD BE REFUSED?

Your credit card may be refused for any of the following reasons:

  • The card may have expired. Check that your card is still valid.
  • You may have reached your credit limit. Contact your bank to check that you have not exceeded the authorized purchase limit.
  • You may have entered incorrect information. Check that you have filled in all the required fields correctly.

IS IT SAFE TO USE MY CREDIT CARD ON THIS WEBSITE? 

Yes. The data on this website that is transmitted is SSL-encrypted. For payments with Visa and Mastercard, SET (Secure Electronic Transactions) are the only ones accepted. After verifying that the card is included in the SET system, the system will contact the card-issuing bank to enable the buyer to authorize the purchase. Once the bank has confirmed authenticity, the payment will be charged to the card, otherwise the order will be cancelled.

HOW DO I ADD A DISCOUNT CODE?

CAN I USE MORE THAN ONE DISCOUNT CODE ON MY ORDER?

Only one discount code can be used per order. Do please note that discount codes cannot be used in conjunction with other promotions. 

WHEN WILL I BE CHARGED FOR MY ORDER?

You will be charged for your order once you have fully purchased your item during checkout. In certain cases involving Paypal payments, the process may take longer due to the speed in transactions. In these situations the order cannot not be dispatched until the payment is received. Should any other issues arise, we ask you please contact Paypal directly for help. Please also let us know about any problems and supply your order details. 

WILL I BE CHARGED A CUSTOMS AND IMPORT TAX? 

The price of the items ordered with Chula do not include customs and import tax. You may be required to pay, however, upon delivery of the parcel from the courier. Amount may vary between countries of delivery. Should you refuse to accept delivery of the items you have purchased, the courier may return the items to Chula .

If this was to occur, due to the additional costs of return, Chula will likely charge you by deducting the amount from any refund owed to you.

 

DELIVERY

WHERE CAN I RECEIVE MY ORDER?

Your order will be sent to the address of your choice (except a PO box).

CAN I ORDER SOMETHING INTERNATIONALLY? 

No. The delivery country must always be associated to the country of the website. However, if you wish to buy internationally, you can order from our international website: Chulafashion.com; we ship worldwide.

HOW LONG WILL MY ORDER TAKE TO ARRIVE?

Average estimated time of arrival of your Chula dress is 18 working days for orders in standard size and 21 working days for custom designed sizes. 

WHAT ARE THE COSTS FOR DELIVERY SERVICE? 

For express delivery shipping we charge $.../kg.

For Standard delivery shipping, the cost is $.../kg and will take 1-2 weeks longer, depending on location.

HOW WILL I KNOW WHAT STAGE OF DELIVERY MY ITEM IS IN? 

We will send you an email confirming that your items have been dispatched from our warehouse and another with the necessary information to track your parcel and a link to the courier’s web page. Finaly, you will receive a text message or email from your courier to inform you of delivery.

ACCOUNT 

HOW DO I CREATE AN ACCOUNT WITH CHULA?

HOW DO I CHANGE MY ACCOUNT DETAILS?

You can change details on your Chula  account by logging in.

HOW DO I RESET MY PASSWORD?

WHY CAN’T I SIGN INTO MY ACCOUNT?

 HOW SIZES ARE DISPLAYED AND AVAILABLE ON YOUR SITE?

DOES CHULA HAVE A RETAIL STORE I CAN VISIT? 
At present, Chula is an online fashion retailer in your country. We have 5 shops in Vietnam, but are hoping to soon expand abroad.

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