Shipping, Return and Refund Policy
A. Shipping Information
Once an order is placed, you will receive a confirmation email. Customers can expect to receive their order within 5-6 business days from placing the order. Timelines for international shipping may vary according to the location. All orders are shipped through reputed shipping companies in India. Once your order has been shipped, you will receive an email notification with a tracking code provided by the courier/shipping company. Delivery will be attempted two times before the shipment is returned back to us. There will be additional fees for further delivery attempts. Please note that we will be unable to schedule shipping for orders with incomplete address or wrong telephone number.
Shipping in India: 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.
International Shipping: Once you feed in your complete shipping address at check out, you will be able to see an auto-generated shipping fee. Please see approximate shipping charges for two garments below:
- USA - US $20
- UK - 15 pounds
- Europe and rest of the world - 20 pounds
- Australia - AUD $30
- Singapore - SGD $25
International orders take 10-15 business days to be delivered. Duty, as mandated by your country of shipment, will have to be borne by you. In case of non-payment of duties and taxes to receive the shipment/your order, Chao will not be eligible for a refund.
B. Returns Policy
- At this time, we only offer exchanges, not returns. We understand that this may feel limiting, but our commitment to sustainability is a key reason for this policy. By limiting returns, we reduce the environmental impact that comes with excessive shipping and unnecessary waste. This also allows us to better manage our small-scale production process, ensuring that each piece is crafted with care and intention, while keeping in line with our brand’s ethos of creating fewer but more thoughtful garments.
- However, we’re happy to assist with exchanges if the product is unused, undamaged, and meets our guidelines. You can refer to our exchange policy for further details.
- All orders go through a detailed quality check before shipping. However, in the case that you have received a damaged product, please notify us at customercare@shopchao.in within 2 days of receiving the order, and we will support you in the best possible way.
C. Exchange Policy
We want you to love what you wear, but we understand that sometimes adjustments are needed. Our exchange policy ensures that if you have a concern with size or receive a damaged/defective product, we’re here to help.
o Eligible Exchanges:
- 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).
- However, please note that exchanges are limited to one per order. We reserve the right to refuse additional exchanges.
o How to Request an Exchange:
- To initiate an exchange, please contact us at customercare@shopchao.in or call us at +91 8882535606 within 2 days of receiving your order.
- Our team will confirm your exchange request via email and provide the address to which you need to ship the garment.
- Please note, clothing sent to us without prior email confirmation will not be accepted.
o Conditions for Exchange:
- All items must be returned with tags intact, in their original packaging, and in an unused, unwashed, and undamaged condition.
- Items should be free of any makeup stains, perfume fragrances, or signs of wear.
- Once we receive the returned garment, our team will inspect it, and we’ll ship your exchanged piece within 5-6 business days.
- The cost of shipping the product back to us will be borne by the customer.
o If we can’t fulfill the exchange
- If the size you're requesting for an exchange is unavailable, don’t worry! We’ll offer you a few options:
- You can choose a different color (if available).
- You can opt for store credit valid for six months.
- If we are unable to process the exchange, we can issue a full refund to your original mode of payment. The refund will be processed within 7 to 10 business days.
o Important Notes:
- Refunds are only processed for fulfilment 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. The refund will be processed within 7 to 10 business days.
- Exchanges are allowed only once per order. After that, no further exchanges will be accepted.
- Products on sale or discounted items are not eligible for exchange or return, except in cases of defect or damage.
- In case the requested size is unavailable, we will offer you options to either choose the same design in a different colour (if available), opt for store credit valid for six months from the date of issue or receive a full refund of the purchase value to the original payment source.
o Sale and Discounted Products
On discounted pieces/ sale items, we do not accept returns or exchanges unless the item received is incorrect, defective or damaged.
- If you receive an incorrect product, or a damaged or defective item, please write to us at customercare@shopchao.in or call us at +91 8882535606 within 2 days of receiving your order. Our team will confirm your exchange request via email.
- Please note, that all products should be returned with the tags intact and in their original packaging, in an unused, unwashed and undamaged condition.
- If we are unable to fulfill the exchange request, the amount will be refunded via the original mode of payment within 7 to 10 business days.
Note: Chao has the right to not accept returns in case the product is used or damaged by the customer.