Help

SIZE GUIDE

size

DELIVERY
& RETURNS

delivery_and_returns

PAYMENT

payment

CONTACT US

contact

Frequently Asked Questions

General

Where can I find your terms and conditions?

Click on “Terms & Conditions” at the bottom of any page.

How can I contact customer services?

Via email. This information can be found via ‘Contact Us’ at the bottom of any page.

Where can I find your privacy policy?

Click on “Privacy Policy” at the bottom of any page.

How do I change my personal information?

Click on the user symbol on the top right hand corner of any page, then click on ‘Login’. Enter your sign-in information, then update your personal information as required.

Orders

How do I place an order in the online store?

When you have selected a garment you wish to purchase, click “ADD TO CART”. To complete the purchase, click on the cart icon in the top right-hand corner of the screen. This will take you through to the checkout process, where you can enter your shipping address and select payment details.

I’m having trouble signing in.

If you have trouble signing in, first check the specific text of the error message you received. The most common problem is a misspelled address or password. Ensure both your CAPS LOCK and NUM LOCK facilities are off. If the problem persists, please contact us using the link at the bottom of the screen. We will then email you a new password.

How can I track my order?

Click on the user symbol on the top right hand corner of any page, then click on ‘Login’. Enter your sign-in information, then check the status of any outstanding order.

How do I know what size to order?

If you do not have a current Chairmelotte garment on which to base your size, click on the ‘Size Guide’, which you will find on the top of the ‘Help’ page. This converts body measurements to Chairmelotte clothing sizes.

Can you deliver to a different shipping address to my billing address?

Yes. In the checkout process, select “Ship to a different address?”. Then enter a different address from the billing address.

I forgot my password. How do I get a new one?

Click on the user symbol on the top right hand corner of any page, then click on ‘Login’. Choose “Lost Password” and follow the instructions. Within a few minutes you will receive an email with a link to a page where you can enter a new password.

Can I change my order?

As long as your garments are still in the cart, you can delete them at any time and choose alternative items. Once you have completed the checkout process, including payment, then you can no longer make any changes. When you receive your order, you can return those products you do not wish to keep.

Can I cancel my order?

That depends on its shipping status. Contact us by email at inquiries@chairmelotte.com as soon as possible, quoting your order number.

How can I be sure you have received my order?

After receiving your order, we will send a confirmation email within a hour. Receipt of this confirms your order has been successful.

Payment

Which methods of payment do you accept?

You can pay your order with Paypal, iDeal, or credit card (VISA / Mastercard).

Do I receive an invoice with my order?

Yes. During the checkout process you will enter a billing address. If the shipping address and billing address are the same, the invoice will be attached to your order. If the two addresses are different, we will send the invoice separately to your billing address.

How does paying with iDeal work?

Available to customers of Netherlands-based banks ABN AMRO, Fortis, ING, Rabobank and SNS Bank, iDeal is a system that instantly connects you to your own bank’s online banking application when you purchase items on the web. It does not require you to register, download files or create an account, maximizing your security. Once your bank has authorized your purchase, the order is processed immediately. Payments to Chairmelotte are handled by a third-party, certified company, guaranteeing your privacy.

How does paying with a credit card work?

If you choose to pay by credit card, you will be asked to fill in your credit card number, name, expiration date and CVC code during stage 3 of the checkout process. Funds are then debited immediately from your credit card supplier. Payments to Chairmelotte are handled by a third-party, certified company, guaranteeing your privacy.

Is there a limit on the order amount?

Depending on the payment method, there can be a limit on the order amount. If you would like to pay by credit card, the limit is € 1200 per order. If iDeal is the payment method of your choice, there is no limit on the order amount.

Delivery & Returns

What is the shipping cost for my order?

Shipping is free on orders above € 99. On orders under € 99 shipping costs are € 12 – € 18,50 per order.

How long will my order take to arrive?

Your package will be delivered within 2-14 working days after you place an order.

What if I’m not home when my parcel arrives?

If you are not around to take the delivery of your parcel, the carrier will leave a calling card telling you how to collect your package. Alternatively, the carrier will try 2 more times to deliver the package. Please note that we are unable to change a delivery address once the order has been dispatched and we will not ship your package again if you weren’t able to collect it.

Will my parcel be charged customs and import charges?

Any customs or import duties are charged when a parcel reaches its destination country. It is the recipient of the parcel who is responsible for paying these charges (and this also applies to retail & wholesale customers). Unfortunately, we have no control over any of these charges. We regret that we cannot inform you what the cost would be, because customs policies and import duties vary from country to country. We can only advice you to contact your local customs office for current charges before you order, to make sure you will not be surprised by unexpected costs.

What are the rules for returns?

If for any reason you are not satisfied with your purchase, you may return unused articles within 14 days of receipt (at your own shipping expense). The articles must be returned undamaged and with their labels attached. See the Returns & Exchanges Form.

When will I receive my refund for a returned article or a entire order?

A refund of the returned articles will be made within 14 days to the card or account you paid with.

Why does it take 14 days to process my refund?

When we have inspected the returned item(s) and are satisfied that it has been returned in its original condition, we instruct our payment service provider to refund the payment. Depending on your bank or credit card company, it may take up to one week before the refund is added to your bank or credit card account.

How should I return an article when the packaging is damaged?

Pack the article(s) in a sturdy carton box to ensure no damage is caused during transit.

Can I exchange my article for a lower or higher priced one?

Yes you can. We will arrange with you for the price difference to be payed by you or refunded by us.

Do I receive the shipping costs back when I return (part of) my order?

You only receive your initial shipping cost back when you return your total order. Return shipping cost can never be refunded, unless the order was faulty or damaged and you have contacted us about this before sending it back.

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