Client services
Frequently asked questions
Find what you need below, or write to us and we will answer it properly.
Themes
Orders
Placing an order, changing it, and your account.
Shipping & delivery
Where we ship, how long it takes, and what you pay.
Returns & exchanges
If a piece is not right.
Sizing & fit
How our pieces run, and how to measure.
Made to measure
Pieces cut to you, and commissions.
Care & repairs
Keeping a piece, and mending it.
The house
Chula, the atelier, and visiting us.
How do I place an order?
Choose your size on the piece you want and add it to the bag. You can check out as a guest — there is no account to create first. Everything is made by hand in Hanoi, so if the size you need is not showing, write to us at admin@chulafashion.com before you order and we will tell you what is possible.
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How do I see my order and its tracking?
Sign in with the email you ordered with. We send a six-digit code — there is no password to remember. Your orders, their status and their tracking sit behind it.
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Can I change or cancel an order after placing it?
Write to us at admin@chulafashion.com as soon as you can. Orders are prepared in three to four working days, so if you reach us before yours ships we can usually change the size, the address, or cancel it outright. Once it has shipped it becomes a return.
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Which payment methods do you accept?
The payment methods available to you are shown at checkout before you pay, and depend on where you are ordering from.
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Which currency am I charged in?
Prices are shown in the currency you have selected, and that is the figure you are charged. You can change country and currency at any time from the selector in the footer.
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Do I need an account to order?
No. You can check out as a guest. An account only exists so you can find your orders and their tracking later, and it is opened with your email and a six-digit code rather than a password.
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How long does delivery take?
Your order is prepared in three to four working days. Tracking is emailed the moment it ships.
From there:
Vietnam — 3 days
United Kingdom and Europe — 4 to 7 days
United States and Canada — 5 to 8 days
Australia — 5 to 8 days
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How much is shipping?
Free on orders over $300, and free anywhere in Vietnam. Everywhere else is a flat $10 to $20, shown at checkout before you pay.
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Will I be charged customs duties or taxes on arrival?
No. Every order ships Delivery Duties Paid. You will never be charged taxes, duties or VAT when your parcel arrives — the figure you agree to at checkout is the whole of it.
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Do you ship worldwide?
We ship worldwide from Hanoi. If your country is not offered at checkout, write to us at admin@chulafashion.com and we will see what we can arrange.
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My tracking has not moved. What should I do?
Tracking can sit still for a day or two while a parcel moves between carriers, particularly on the leg out of Vietnam. If it has not updated for several working days, write to us with your order number at admin@chulafashion.com and we will chase it from our end.
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Can I have my order sent somewhere other than my home?
Yes — enter whichever address suits you at checkout. If you need to change it after ordering, write to us quickly: orders are prepared in three to four working days and we can redirect one that has not yet shipped.
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What is your returns policy?
Fourteen days from the day your order arrives. Pieces come back unworn and with their tags on.
If something is not right, or you are unsure before you order, write to us. We would rather answer the question than take the return.
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How do I start a return?
Write to us at admin@chulafashion.com with your order number and which piece you are returning, and we will send you the instructions.
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Can I exchange a piece for another size?
Write to us at admin@chulafashion.com with your order number and the size you would rather have. Because everything is made by hand, availability varies by piece, and we will tell you honestly what we can do.
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Who pays for return shipping?
PLACEHOLDER — this is not stated anywhere on the site and I will not invent it. Tell me the policy and I will write it in the house voice.
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Can I return a made-to-measure or commissioned piece?
A piece cut to your own measurements is made for you alone and cannot be returned for a change of mind. If something is wrong with the making of it, that is a different matter — write to us and we will put it right.
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Something arrived damaged or faulty. What now?
A seam that has given, a fastening that has failed, colour somewhere it should not be. That is not variation, and we would want to know. Write to us with a photograph and we will tell you honestly whether it can be repaired, and what that would involve.
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How do your sizes run?
Our pieces are cut small by European standards and generously through the body. Our ready-to-wear runs XS to XL. If your measurements sit outside it, or you are between two sizes, every piece is made by hand in Hanoi and can be made to yours.
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How do I measure myself?
These are body measurements, not garment measurements. Measure over light clothing, with the tape resting against you rather than pulled tight.
Bust — around the fullest part, tape level across your back.
Waist — at the narrowest point, usually just above the navel.
Hip — around the fullest part, roughly 20 cm below the waist.
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I am between two sizes. Which should I take?
Write to us and we will tell you which to take for the piece you have in mind — the answer changes with the cut. Every piece can also be made to your own measurements.
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What does one size mean on a Chula piece?
Some pieces are cut in a single size, drawn to fall well on a range of bodies rather than to fit one measurement. On any one-size product, "How it fits you" shows where the hem will land on your own height.
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Can a piece be altered after I receive it?
The same tailors who made your piece are still in the workshop in Tây Hồ, and most things can be put right. Write to us with a photograph and your measurements and we will tell you what is possible and what it would involve.
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What is Made to Measure?
Every Chula piece is cut and finished by hand at our Hanoi atelier. Should you wish to adjust a piece to your measurements, or to commission a piece that has not yet been made, the atelier is at your disposal.
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How do I start a commission?
Send us an enquiry. Nothing is committed at this stage. Write as much or as little as you like, and we will return with a price and a timeline.
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Do I need my measurements to enquire?
If you know them, they help the atelier respond faster. If not, leave them blank and we will guide you through it in the reply.
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How long does a made-to-measure piece take?
It depends on the piece and on what the atelier has in hand. We will give you a timeline with the price when we reply to your enquiry, before anything is committed.
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Can you make a piece in a different print or fabric?
Often, yes — that is what the atelier is for. Tell us the piece and the print you have in mind and we will tell you whether the cloth allows it.
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How do I wash my Chula?
It depends on the piece, and the care label is the authority. Broadly:
Dry clean only — professional dry cleaning. Delicate fabrics and artisanal details are sensitive to water, friction and handling.
Hand wash — gently, in cold water with a mild detergent, taking particular care around embroidered, printed and hand-finished areas.
Machine wash — cold, delicate cycle, mild detergent, in a mesh laundry bag. The bag reduces friction and protects the finish.
Never bleach, never wring or twist, and never tumble dry.
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Which pieces must be dry cleaned?
The Highland Lotus Dress, the Spinal Geometries Gown and the Princess Necklace Dress are dry clean only. For every other piece, follow the care label — it is specific to the cloth and the finishing.
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How should I dry a piece?
Line dry or dry flat. Never tumble dry. If a piece gets wet, hang it in shade and let it dry slowly — direct sun will fade the colour faster than anything else.
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How should I store my pieces?
On a hanger, with room around it. Folded for long periods, the paint can crease along the fold and the crease will stay.
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Can I iron a printed or appliquéd piece?
Cool iron, inside out, and never directly onto a painted or appliquéd area. Steam held at a distance is safer than contact.
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Can you repair my piece?
Pieces are made to last, and we would rather mend one than see it replaced. The same tailors who made your piece are still in the workshop in Tây Hồ, and most things can be put right. Write to us with a photograph and we will tell you honestly whether it can be repaired, and what that would involve.
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Why does my piece look slightly different from the photograph?
Every Chula print begins as a photograph or a drawing, and every appliqué is cut and stitched by hand. Small differences between one piece and the next are the making showing, not a fault. A seam that has given, a fastening that has failed, or colour somewhere it should not be is a different matter — tell us.
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Where are Chula pieces made?
Every piece is cut and finished by hand at our atelier in Tây Hồ, Hanoi, by a team of artisans, many of whom have shaped Chula's work for more than two decades.
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Can I visit the atelier?
Yes. Chula House — No. 4, lane 416, alley 22 Lạc Long Quân, Tây Hồ, Hanoi — is our atelier and boutique in one: meet the tailors, see pieces being made, and find your own.
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How do I contact you, and how quickly will you reply?
Write to admin@chulafashion.com, or call +84 24 3710 1102, Monday to Saturday, 9 am – 6 pm (GMT+7). We reply within 1–2 business days, in English, Spanish or Vietnamese.
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Do you sell wholesale, or work with press?
For press, stockists or collaborations, write to admin@chulafashion.com and tell us what you have in mind.
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Where else can I find Chula?
Besides Chula House in Hanoi, our pieces are carried by Azerai La Residence in Huế, Fusion Resort Cam Ranh, Meliá Hồ Tràm Beach Resort, and Tanmy Design in Hoàn Kiếm, Hanoi.
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Nothing here answers that yet. Write to us and we will answer it properly.
Still need us?
Write to the team in Hanoi. We reply within 1–2 business days, in English, Spanish or Vietnamese.