FAQs

Sizing

What sizes do you offer?

We offer S, M, L, XL, one-size fits (OS), and dual sizes S/M and L/XL. Individual size guides are available for all our products.

What are dual sizes?

For dual sizes (S/M and L/XL), each range is designed to comfortably fit multiple body shapes, with an emphasis on flow and ease of movement. These sizes are versatile and flexible, giving the wearer room to style the garment according to their preference. If you’re in between sizes, then this can be a great option for you.

What are one size fits?

One size (OS) fits can be worn by anyone who wears sizes XS-L. These garments are designed to accommodate a range of body types, from petite to fuller figures, by emphasizing fluid, adaptable silhouettes. They can be ideal for those who enjoy a more relaxed, draped style, as the fit is intentionally loose.

Do your sizes run larger?

Our pieces are designed to have a flowing, relaxed fit, so they may feel roomier than traditional fitted clothing. If you prefer a more fitted look, we recommend checking the size guide for each product or considering sizing down when possible. However, the natural drape and flow are key elements of our aesthetic.

Are your clothes suitable for expecting mothers?

Yes! Many of our pieces are flowy and adaptable, making them comfortable and stylish options for expecting mothers.

I fall between sizes, which size should I opt for?

We recommend starting with our size guide, as it varies slightly for each garment or design. We also have few designs in dual sizes that might be ideal for you. If you’re still unsure, we suggest opting for the larger size for a more relaxed and comfortable fit. Our designs are intentionally flowy and forgiving, so opting for the bigger size will ensure comfort without compromising the style. If you need more guidance, feel free to reach out to us with your measurements, and we’ll be happy to assist you!

Do you offer alterations or customisations?

At this stage, we’re unable to offer alterations or customizations. However, many of our designs, especially the maxi dresses and trousers, run a little longer to accommodate both petite and taller individuals. You can style them with minimal adjustments—whether it’s belting the waist, adding heels, or wearing them as is for a flowy, relaxed fit. This flexibility lets you make the piece your own!

Do you have specific styles for genders?

Our designs are created with a focus on versatility and inclusivity, as we envision them being worn across a range of genders, ages, and body shapes. While some pieces may appear gender-specific, we encourage you to style them in ways that resonate with your personal identity. We believe that fashion has no boundaries, and we want you to feel free to pick and wear pieces that speak to you, regardless of traditional gender norms. Explore, experiment, and make them your own!

Orders

I have placed my order. What happens next?

Once your order is placed, you will receive an email from Chao, confirming your order. Following this, you will receive a second email once the order has been shipped, providing you with the Courier partner’s details and tracking information.

Can I cancel my order?

We wish you didn’t have to! However, if you need to cancel, please write to us at customercare@shopchao.in . We would request you to notify us by 5pm on the day after placing your order to be eligible for a full refund.

Why haven’t I received an order confirmation email?

If your payment has been debited but you haven’t received an order confirmation email, please check your spam/ promotion/ junk folder first. If it’s still not there, kindly let us know so we can look into it for you. You can contact us at customercare@shopchao.in with the subject line: Missing Order Confirmation. We'll promptly resolve this for you!

I ordered the wrong size, can I change it?

We understand that size selection can be tricky! If you’ve ordered the wrong size, be sure to reach out to us at customercare@shopchao.in, to request for a size change. We would request you to notify us by 23:59 PM on the day of placing your order. We’ll do our best to accommodate the change, depending on the status of your order. Once the order has been processed or shipped, we may not be able to make changes, but we can guide you on our exchange process.

Can I update my delivery address/contact details?

Yes, you can update your delivery address or contact details if your order hasn't been shipped yet.

We would request you to notify us at customercare@shopchao.in by 23:59 PM on the day of placing your order, with your order number and the updated information, and we'll do our best to accommodate your request. If the order has already been dispatched, we may not be able to change the details. In such cases, we recommend getting in touch with the shipping provider directly for further assistance.

Shipping & Delivery

How long will my order take to arrive?

Standard delivery timeline for domestic orders is 5-6 business days. International orders take anywhere between 10 -15 business days to reach the customer.

Will I be charged customs or duties on my international order?

Yes, you will need pay applicable customs and duties as mandated by the country of delivery, on the time of delivery of your order. Chao does not include duties/taxes as part of product or shipping charges. In case of non-payment of duties and taxes to receive the shipment, Chao will not process a refund, exchange or store credit for the same.

Which couriers do you use?

We use Bluedart, and Delhivery for all our domestic shipments. International orders are dispatched through DHL or FeDEx based on serviceability

What is the cost of shipping?

You can enjoy free shipping for all orders within India that are paid for online via credit card, debit card, UPI, or net banking. A flat shipping fee of INR 250 is charged on cash on delivery (COD) orders. For international shipping, you will be able to check the shipping cost real time at checkout while placing your order.

How do I check my order status?

You will receive an email notification once the shipment has been sent, along with the tracking details. Please be assured that we will try our absolute best to ensure the order reaches you at the earliest. In case of any delays, our customer service will notify you accordingly.

I haven’t I received my order, even though the tracking link says my order is delivered?

This is very rare, but we understand how concerning it can be! Please reach out to us at customercare@shopchao.in with your order details, and we’ll immediately check with our delivery partners to understand what happened. We’re committed to ensuring your order reaches you safely.

Payment Policy

Do you have COD?

Yes, we do accept COD for domestic orders for a flat fee of INR 250.

Do you accept UPI based payments?

Yes we do.

I was debited but not sure if my order went through. What should I do?

If your order was successfully placed, you should have received an order confirmation email from us almost immediately. This email might have been delivered to your spam or junk folders, so be sure to check these as well. If you haven't received a confirmation email, please contact us right away, and we will investigate the issue. You can write to us at customercare@shopchao.in with your payment details and we’ll assist you.

I’m unable to make the payment to complete my purchase. Why has this happened?

There could be several reasons for a payment issue, such as bank down time, transaction timelapse etc. We would request you to try again. If you continue to face difficulties, please reach out to us at customercare@shopchao.in with details of what you would like to order, size, colour, and the delivery address. Once we receive your request, we will send you a payment link to complete your purchase.

Out of Stock

The size I am looking for in a specific style is out of stock on the website. When will it be back?

We are a young brand, and as we take are first steps, we are being mindful of how much we produce and have maintained a small inventory to begin with. This means that we may run out of sizes/colours faster than other brands. If you are really keen on purchasing a product, please write to us at customercare@shopchao.in and we can update you on how soon the items will be restocked.

When will a style be back in stock?

Restocking is influenced by customer demand and fabric availability. If we've received enough interest in a specific design and can reorder the fabric, we’ll be happy to bring it back! If you have your eye on a design that’s currently out of stock, please don’t hesitate to reach out to us at customercare@shopchao.in. We’d love to know your preferences and will do our best to bring back those designs, possibly even in a new color!

Returns/Exchange

What is your return/exchange policy?

At this time, we do not offer returns, but we do offer exchanges for products with defects, damage, or size concerns. If you would like to exchange your product, please email us at customercare@shopchao.in or call us at +91 8882535606 within 2 days of receiving your order to request an exchange. Make sure to include your order number and the reason for the exchange

What happens when I initiate an exchange?

If you receive a product that is damaged, defective, or has size concerns, we are happy to offer an exchange for the same product (subject to availability of size and colour). For details of the process, please explore our Exchange Policy.

What happens when I request for an exchange but the product is no longer available in my requested size?

If the size you're requesting for an exchange is unavailable, don’t worry! We’ll offer you a few options:

1. You can choose a different color (if available).
2. You can opt for store credit valid for six months.
3. If we are unable to process the exchange, we can issue a full refund to your original mode of payment.

Do you offer refunds?

Refunds are only processed for fulfillment errors, such as receiving the wrong item, if an item is missing from your order or if we are unable to process your exchange request due to shortage of stock in your size. In such cases, we will refund the amount via your original mode of payment.

Do you offer pickups for return/exchange?

At this time, we only offer pickups for fulfillment errors such as damaged or wrong items delivered. In all other cases, the cost of return/exchange will be borne by the customer. If you wish to return or exchange an item, you will need to arrange for shipping the product back to us. Once we confirm your exchange request via email, we’ll provide you with the address to which the garment should be sent. While sending us your order, please make sure that the sender name and order name are accurately mentioned on the parcel.

Can I return/exchange a sale product?

We do not offer exchanges/returns on any sale or discounted products.

Store Credit

What is store credit, and how does it work?

Store credit is a balance you can use for future purchases on our website. If you receive store credit, it will be provided in the form of a coupon code, and you can use it during checkout for your next order. Store credit is valid for 6 months from the date of issue.

How do I use my store credit?

To use your store credit, apply the coupon code is the ‘gift card or discount code’ field during checkout. If the total of your order exceeds your store credit, you can pay the remaining balance using another payment method.

How long is my store credit valid for?

Store credit is valid for 6 months from the date of issue. Please note that you cannot use more than one code at a time. Be sure to use it before the expiration date, as unused credit will not be refunded or extended.

Can store credit be combined with other promotions or discounts?

Yes, store credit can be combined with promotions, discounts, and sales. Simply apply your store credit at checkout, and the discount will be calculated along with any other active offers.

Can I exchange my store credit for a refund?

Store credit cannot be converted back into a refund. It can only be used toward future purchases on our website.

I am unable to use my store credit, how can this be fixed?

If you are unable to use your credit, we would suggest trying again after a while to ensure it wasn’t a technical error. However, if the issue persists, please write to us at customercare@shopchao.in and we’ll surely help sort this for you.

Fabric Care

What fabrics do you use in your collections?

We use natural, breathable fabrics such as linen, silk, and organza. These materials are chosen for their comfort, lightness, and versatility.

How do I care for my linen garments?

Linen garments are durable, but they require gentle care to maintain their quality. Dry clean to ensure longevity of fabric, or alternatively we recommend hand washing them in cold water. Avoid harsh detergents, and separate dark colors from light ones to prevent color bleeding in the initial washes. Air-dry your linen pieces inside-out and away from direct sunlight to avoid fading. Avoid tumble drying, as it can shrink the fabric. You can iron your linen garments while they are still slightly damp to remove wrinkles, using a medium-hot iron. We recommend ironing the garments inside out.

Are there any special instructions for caring for silk garments?

Silk is delicate and should be handled with care. Dry cleaning is recommended. Use a low heat setting and always iron on the reverse side or place a cloth between the iron and the silk to avoid damaging the fabric.

How do I care for organza garments?

Dry clean your organza garments for best results. Lay flat or hang in the shade to dry, as heat can damage the fibers. If needed, iron on a low heat setting with a cloth between the iron and the fabric.

Will the linen garments bleed colour?

Since these are natural fabrics, there is a possibility for colour bleeding in the initial washes. We recommend washing darker and lighter colors separately for the first few washes. Avoid soaking the garments for too long, and use cold water and a gentle detergent to help preserve the fabric’s natural dyes.

What should I avoid when caring for my garments?

To maintain the integrity of our fabrics, avoid using bleach or harsh chemicals. Do not tumble dry unless specified, as this can cause shrinkage and damage. Avoid over-washing delicate items like silk and organza to preserve their texture and sheen.