Frequently Asked Questions

Order Payments

Order Processing & Delivery

Return & Exchange

International Orders

Backorders

Pre-Orders

Waiting List

After-Sales Questions

Product Fabric

Product Sizing

Purchase of Gift Cards

Delivery & Usage of Gift Cards

Membership, Tiers & Perks

Rewards Points

Store Credits

About Referral Programme

Personal Account

Newsletter Updates

Order & Delivery
Product Information
Gift Cards
Chello Concerto Membership
Referral Programme
Account
Order Payments
Order Processing & Delivery
Return & Exchange
International Orders
Backorders
Pre-Orders
Waiting List
After-Sales Questions
Product Fabric
Product Sizing
Purchase of Gift Cards
Delivery & Usage of Gift Cards
Membership, Tiers & Perks
Rewards Points
Store Credits
About Referral Programme
Personal Account
Newsletter Updates

What are the payment options that are accepted?

We accept the following payment methods:

  • PayNow via HitPay
  • Apple Pay
  • Google Pay
  • Atome installment payment
  • Major credit cards Visa and Mastercard via Shopcada Pay

I did not receive an order confirmation or invoice for my order.

Order confirmation emails are sent automatically after a successful purchase. Please check your spam or junk folder first. If you still do not see the email, contact our Customer Care Team via WhatsApp or Email with your order details for assistance.

My payment was successful, however, my order was cancelled.

If your payment was successful but the order was cancelled, please contact our Customer Care Team via WhatsApp or Email and include a screenshot of the payment confirmation so we can assist with verification.

When will my order be shipped and delivered?

Order processing

Orders are processed within the following timeframes:
Normal period: 1 to 2 working days
Peak period: Up to 5 working days

Peak periods include new launches, sale events, and festive seasons.
Working days refer to Monday to Friday, excluding weekends and public holidays.

Delivery time

Once your order has been dispatched, estimated delivery times are:

Local orders: 1 to 3 working days
International orders: 5 to 21 working days, depending on destination

Deliveries are scheduled from Monday to Saturday, excluding public holidays.

If you require further clarification on your order status or delivery timeline, please contact our Customer Care Team via WhatsApp or Email.

Does Chello offer complimentary delivery?

Complimentary local delivery is available for orders above SGD 80.

For orders below SGD 80, a flat delivery fee of SGD 3.50 applies.

If your order contains both in-stock and backorder items, they will be shipped separately. Complimentary delivery applies only when each shipment meets the minimum spend of SGD 80. Otherwise, a delivery fee of SGD 3.50 will apply per shipment.

Complimentary local delivery is also available in the following countries:

Country Minimum Spend
Singapore S$80
Malaysia RM$260
Hong Kong HKD$480
Australia AUD$100
United States USD$60
Philippines PH$3,500
Brunei BND$80

Can I receive my order on the same day?

Same day delivery is available for orders placed before 12pm and is subject to additional delivery charges.

To arrange same day delivery, please contact our Customer Care Team via WhatsApp or Email before placing your order to confirm availability.

I placed my order but I’ve forgotten to apply my store credits or discount code, what should I do?

Store credits and discount codes cannot be applied once an order has been successfully placed.

Orders cannot be cancelled or amended after payment has been processed. Unused credits or discount codes can be applied to a future purchase, subject to their terms and validity.

Can I exchange my order if the size doesn’t fit?

Size exchanges are subject to inventory availability.

Exchange requests must be submitted within 7 calendar days of receiving your order. Please contact our Customer Care Team via WhatsApp or Email for assistance.

What is Chello’s return policy? 

Eligible items may be returned for store credits only. Store credits purchases are not eligible to return.

Return timeframe
Return requests must be submitted within 7 calendar days of receiving your order. Requests submitted after this period will not be accepted.

Once approved, the return parcel must be handed to a courier within 3 business days.

Eligibility Criteria
To be eligible for a return:

  • Items must be purchased at full price
  • Items must not be backorder items or purchased using store credits or gift cards
  • Items must be in original condition, unworn, unwashed, with all tags attached
  • Items must be free from stains, marks, scents, or damage
  • Proof of purchase must be provided


Non-Returnable Items
The following items are not eligible for return:

  • Sale or discounted items
  • Bundled sets
  • Items purchased using store credits
  • Earrings and other hygiene-sensitive items
  • Approval and rejection
  • All returns are subject to approval.

Chello reserves the right to reject any return that does not meet the above criteria. If a return is rejected, the item will be sent back to the customer, and any shipping costs incurred will be borne by the customer.

When will I receive my refund?

Once a return is approved and received, store credits will be issued within 5 business days. You will receive a confirmation email once the refund has been processed.

Refund timelines may vary depending on processing and verification.

I received a defective, incorrect, or missing item. What should I do?

Contact our Customer Care Team via WhatsApp or Email within 3 calendar days of receiving your order.

Please include:

  • Your order number
  • Clear photos of the items received
  • For defective items: close-up photos of the defect

All cases are subject to verification. You may refer here for more details.

Once confirmed, we will arrange a replacement, exchange, or store credits depending on stock availability and the outcome of the review.

Do you ship worldwide?

We ship internationally to selected countries. If your country is not available at checkout, please contact our Customer Care Team via WhatsApp or Email and we will advise if alternative shipping arrangements are available.

Shipping fees and any applicable complimentary shipping thresholds are shown at checkout based on your delivery address and order value. Import duties and taxes (if applicable) are the responsibility of the recipient and must be paid upon delivery.

Orders are shipped once all items are in stock, unless Split Delivery is selected at checkout.

Can I shop in one currency and deliver my order to a different country?

Orders must be placed on the store corresponding to the delivery country. The currency you shop in must match the country where your order will be delivered.

I’m an overseas customer and would like to receive my in-stock item first

If your order contains both in-stock and backorder items, you may select Split Delivery at checkout to receive in-stock items first.

Split Delivery may incur additional shipping fees. Availability and charges will be shown at checkout.

What is a backorder?

A backorder is a pre-order placed for an item that is currently out of stock. Backorder items are produced in a scheduled batch and typically take around 10 to 12 weeks to complete.

We will share updates via our website. Estimated timelines are provided as a guide and may shift due to production or shipment changes.

If your order contains both in-stock and backorder items, your order will be shipped together once all items are available unless you select Split Delivery at checkout.

How long will the backorder remain open for ordering?

Backorders open with unlimited slots during the first week.

After the first week, backorders continue on a limited-slot basis until all slots are taken. Once closed, the item can no longer be backordered.

Why are certain sizes unavailable for backorder and can more slots be released?

During the first week, all sizes are typically available.

After that, each size is allocated a limited number of slots. When a size reaches its slot limit, that size will be marked as unavailable.

Once a size is fully allocated, we are not able to release additional slots. If your preferred size is unavailable, you may join the waiting list and we will notify you if slots reopen or additional pieces become available.

Can my backorder arrive earlier than the estimated date?

Backorders typically take around 10 to 12 weeks to complete. While we aim to meet the estimated timeline, delivery dates may shift due to production or shipment changes.

Backorder updates are reflected on our website, and key updates will also be shared via email.

Can I make changes to my backorder?

Changes to a backorder may be possible before the order has been processed or dispatched and are subject to availability.

You may request amendments such as:
- Shipping address
- Size or colour
- Delivery timing

To request a change, please contact our Customer Care Team via WhatsApp or Email. Once processing has begun, changes may no longer be possible.

Can I cancel my backorder?

Once a backorder has been successfully placed, cancellations are not allowed.

If the order is eligible for return under our Return Policy, you may request a return for store credits after receiving the item.

In the event of significant delays beyond the estimated timeline, our team will review cases individually and advise on the available options.

Where can I view the backorder status updates?

Backorder status updates are available on our website.

If you need assistance with a specific order, please contact our Customer Care Team via WhatsApp or Email with your order number.

Can I place both instocks and backorder together?

Yes. You may place in-stock and backorder items in the same order.

By default, orders are shipped once all items are in stock. If you would like to receive in-stock items earlier, select Split Delivery at checkout (where available). Any additional shipping fees will be shown at checkout.

If I place both instocks and backorder together, am I able to have my instock items shipped first?

Yes, if you select Split Delivery at checkout (where available).

Split Delivery may incur additional shipping fees. Availability and charges will be shown at checkout.

How are orders with pre-order items handled?

Orders that include pre-order items will only be dispatched once the pre-order arrives. If you would like to receive your in-stock items first, please place a separate order for them.

How does the waiting list work and will the item be restocked?

If an item is sold out, you can join the waiting list on the product page.

Joining the waiting list does not reserve an item. If the item is restocked, you will receive an email notification so you can purchase while stock lasts.

Restocks are not guaranteed and depend on demand and availability. We recommend joining the waiting list to be notified if the item returns.

How can I check my order status or tracking?

You can view your order status by logging into your account under My Orders.

Tracking information will be available once the parcel has been handed over to our courier partner. Tracking updates may only appear after the parcel reaches the courier’s warehouse.

For backorder items, please refer to the backorder status updates on our website.

I was charged but there is an issue with my order.

If your card was charged but:

  • Your order was cancelled, or
  • You did not receive an order confirmation or invoice

Please contact our Customer Care Team via WhatsApp or Email with:

  • Your email address
  • Order number (if available)
  • Screenshot of the charge

Our team will review and advise accordingly.

Can I amend or cancel my order after placing it?

Order amendments may be possible before the order has been dispatched, subject to availability.

Amendments may include:

  • Shipping address
  • Size or colour


Once an order has been dispatched, amendments are no longer possible.

Orders cannot be cancelled once successfully placed. If eligible, returns may be requested in accordance with our Return Policy after the order is received.

I have an issue with my delivery.

If your order is marked as delivered but you did not receive it, or if you missed a delivery attempt, please first:

  • Confirm your delivery address
  • Check with household members or building management
  • Check common drop-off locations


If the parcel cannot be located, contact our Customer Care Team via WhatsApp or Email for further assistance.

How do I submit a return and what happens next?

Return requests must be submitted through your account under My Orders within 7 calendar days of receiving your order.

Once approved:

  • Prepare the item in original condition with all tags attached
  • Ship the return using a trackable courier service
  • Upload the tracking details in your return request


Store credits will be issued within 1 to 3 working days after the return has been received and approved.

Please refer to our Return Policy for full eligibility criteria.

Is there a fabric care guide?

Yes. You can refer to our Fabric Care Guide here.

How do I find my Chello size?

Each product page includes a detailed sizing chart specific to that design.

To determine your size, take the following measurements:

  • Bust: around the fullest part, with a bra worn
  • Waist: around the slimmest part
  • Hips: around the widest part


Compare your measurements against the size chart on the product page, as fit may vary slightly depending on fabric and cut.

If you require further assistance, you may contact our Customer Care Team via WhatsApp or Instagram with your bust, waist, and hip measurements, along with the design you are interested in.

You may also refer to our international size guide (US, UK, EU) for general reference.

I’m between sizes. What should I do?

If you are between sizes, refer to the garment measurements and fabric stretch details on the product page to determine your preferred fit.

For structured or non-stretch designs, sizing up is generally recommended. For stretch fabrics, sizing down may be suitable depending on fit preference.

If you prefer in-person guidance, you may book a studio appointment for fitting assistance. Appointments are subject to availability and must be scheduled in advance.

What is Size XS+?

XS+ is designed for customers who fall between XS and S.

It offers slightly more allowance at the bust and waist compared to XS, while maintaining similar proportions. XS+ is available for selected designs launched after June 2024 and does not affect the existing size range.

Availability varies by design.

How are Chello pieces measured?

All Chello pieces are measured laid flat across key points including bust, waist, hips, and length.

Due to fabric stretch and the handmade sewing process, a measurement variance of 0.5 to 1 inch is considered acceptable.

How can I purchase a Gift Card?

You can purchase a Gift Card on our website. Select your preferred denomination and complete checkout.

Are Gift Cards available in set denominations?

Yes. Gift Cards are available in the following denominations:

Country Denominations
Singapore S$50 | S$100 | S$120 | S$150 | S$180 | S$200
Malaysia RM$150 | RM$300 | RM$400 | RM$450 | RM$550 | RM$650
Hong Kong HKD$300 | HKD$600 | HKD$750 | HKD$900 | HKD$1,000 | HKD$1,200
Australia AUD$60 | AUD$120 | AUD$140 | AUD$180 | AUD$220 | AUD$250
United States USD$40 | USD$80 | USD$100 | USD$120 | USD$140 | USD$160
Philippines PHP$2,500 | PHP$4,500 | PHP$5,500 | PHP$6,500 | PHP$8,000 | PHP$9,000
Brunei BND$50 | BND$100 | BND$120 | BND$150 | BND$180 | BND$200
Rest of the World USD$40 | USD$80 | USD$100 | USD$120 | USD$140 | USD$160


At the moment, Gift Cards can only be purchased in these preset denominations.

Can I use my store credits to purchase the gift card?

No. Store credits and discount codes cannot be used to purchase Gift Cards.

Will I earn Reward Points when purchasing a Gift Card?

Yes. Reward points are issued for Gift Card purchases.

When will the Gift Card be delivered, and can I schedule it?

Gift Cards are delivered via email after purchase is completed.

Scheduling is not available. The Gift Card email will be sent immediately once the order is confirmed.

Can I choose a physical Gift Card instead of an e-gift card?

No. Chello currently offers e-gift cards only.

Can a Gift Card be exchanged for cash?

No. Gift Cards cannot be exchanged for cash.

Can I request a return for orders purchased with a Gift Card?

Yes. Orders purchased with a Gift Card follow our standard Return Policy.

Do I have to use my Gift Card in a single transaction?

No. Gift Cards can be used across multiple transactions until the balance is fully used or the Gift Card expires.

My Gift Card was sent to a different Chello account. Can it be transferred?

Yes. Please contact our Customer Care Team via WhatsApp or Email for assistance with account transfer.

Do Gift Cards expire?

Yes. Gift Cards are valid for 12 months from the date of purchase. Expiry dates cannot be extended once expired.

How do I become a Chello Concerto member?

Create a Chello account. Membership is automatically activated when you sign up.

What are the membership tiers and how do they work?

Chello’s membership has four tiers:

  • Prelude

  • Melody

  • Harmony

  • Symphony

Your tier is based on your total spend within a rolling 12-month period. As you spend more, you move up tiers and unlock additional benefits.

Tier thresholds and benefits vary by currency and country.


For full details, view the Membership page.

How much do I need to spend to renew my current membership tier?

To maintain your existing membership tier, you’ll need to meet the minimum spend within a rolling 12-month period outlined below. Renewal thresholds vary by country:

Country Melody (Renewal) Harmony (Renewal) Symphony (Renewal)
Singapore S$800 S$2,000 S$4,000
Malaysia RM$2,520 RM$6,300 RM$12,600
Hong Kong HKD$4,800 HKD$12,000 HKD$24,000
Australia AUD$960 AUD$2,400 AUD$4,800
United States USD$640 USD$1,600 USD$3,200
Philippines PHP$36,000 PHP$90,000 PHP$180,000
Brunei BND$800 BND$2,000 BND$4,000
Rest of the World USD$640 USD$1,600 USD$3,200

For full details, view the Membership page.

What is the free shipping redemption code for members and how many times can I use it?

Tier Free Shipping Redemptions Code
Melody 2 MELODYFS
Harmony 6 HARMONYFS
Symphony 10 SYMPHONYFS

You may apply the code at checkout under the 'Discount Code' section.

Free shipping redemptions are renewed annually as long as you remain in the same tier.

Redemptions do not rollover when you move to a higher tier.

Where can I view my membership status?

Log in to your account and go to Account. You’ll see your current tier, expiry date, and progress toward maintaining or upgrading your membership.

What is Whitelist Access?

Whitelist Access is an exclusive benefit for Harmony and Symphony members. It provides early access to launches before the official public release.

How does Whitelist Access work?

Eligible members can shop selected launches one day before the official launch during the designated Whitelist window.

To access it:

  • Log in to your Chello account during the Whitelist period
  • Shop directly on chello.sg

Whitelist Access applies automatically to eligible accounts.

Are there any restrictions during Whitelist Access?

Yes.

Whitelist Access is for personal purchases only and is limited to:

  • One piece per colour per design

Purchases on behalf of others, whether in the same or separate orders, are not allowed.

If misuse is detected, orders may be cancelled or refunded. A 5% administrative fee may apply.

What are Chello Reward Points?

Reward Points are earned with every eligible purchase based on your total spend. Points can be redeemed for discounts on future orders.

Redemption values vary by country and currency. Refer to the Reward Points table for details.

Country Points Store Credit Redemption
Singapore 250 S$5
500 S$10
1000 S$20
Malaysia 250 RM$16
500 RM$32
1000 RM$64
Hong Kong 250 HK$30
500 HK$60
1000 HK$120
Australia 250 AUD$6
500 AUD$12
1000 AUD$24
United States 250 USD$4
500 USD$8
1000 USD$16
Philippines 250 PHP$225
500 PHP$450
1000 PHP$900
Brunei 250 BND$5
500 BND$10
1000 BND$20
Rest of the World 250 USD$4
500 USD$8
1000 USD$16

Do Reward Points expire?

Yes. Reward Points are valid for one year from the date they are issued and cannot be extended after expiry.

Where can I check my Reward Points balance?

Log in to your account and go to Reward Points to view your balance and expiry dates.

Can I earn Reward Points on purchases made with Store Credits or Gift Cards?

No. Reward Points are not issued on the portion of an order paid using Store Credits or Gift Cards.

Can I transfer my Reward Points to another account?

No. Reward Points are non-transferable and can only be used by the account they were issued to.

If I return an order purchased with Reward Points, what happens?

If your order is eligible for return, our standard Return Policy applies.

- Reward Points used in the order will not be reinstated
- Instead, the refunded value will be issued as Store Credits

Store Credits issued from returns follow standard validity terms.

Why can’t I use my Reward Points at checkout even though I have enough points?

Reward Points cannot be applied if your order already has certain discounts applied.

Reward Points cannot be used together with:
- Birthday discount
- Bundle set discounts

Reward Points can be used on:
- Sale items
- Orders that also use Store Credits

What is Store Credit?

Store Credit is a credit balance issued to your Chello account, typically after an eligible return is received and approved. Store Credit can be used at checkout on chello.sg when you are logged in.

Store Credits are valid for 12 months from the date of issue. Expired Store Credits cannot be extended or reinstated.

Do Store Credits expire? Can expired Store Credits be extended or reinstated?

Yes. Store Credits are valid for 12 months from the date of issue.

Expired Store Credits cannot be extended or reinstated.

How do I earn Store Credits?

Store Credits are issued in specific situations, such as:

Approved returns (in line with our Return Policy)

Other credits issued by Chello (if applicable)

Store Credits are issued to your account and are not transferable.

I used Store Credit on my order. If I return it, what happens?

If your order is eligible for return, returns are processed in Store Credits according to our Return Policy.

Store Credit used in the original order is not refunded as cash. Any approved return value will be issued as Store Credits.

Where can I view my Store Credits?

Log in to your account and go to Store Credits to view your balance and expiry dates.

All store credits are issued with a one-year validity period, providing ample time to make your next purchase. Unfortunately, we’re unable to extend or reinstate expired store credits. We thank you for your kind understanding.

How do I use Store Credit?

At checkout, select the Store Credit amount you would like to apply. Store Credits can only be used when you are logged in.

Do I need to use all my Store Credit in one order?

No. You may use Store Credit across multiple orders until the balance is used or it expires.

I entered a credit code and it shows as invalid. What should I do?

Store Credits do not require a code. To use Store Credit, log in and apply it at checkout.

If you still cannot access your Store Credit at checkout, contact our Customer Care Team via WhatsApp or Email for assistance.

Can I get a cash refund instead of Store Credit?

No. Returns are processed as Store Credits and are not eligible for cash refunds.

Can I return or exchange an order purchased with Store Credit?

No. Orders paid using Store Credit are not eligible for return or exchange.

What is Friends of the Chello Community?

Friends of the Chello Community is our referral programme.

When you refer a friend and they make their first purchase, both you and your friend will receive store credits.

Referrer: SGD$10 in store credits

Friend: SGD$5 in store credits

Store credits are issued once the referral order is completed.

How do I refer a friend to Chello?

You can generate a unique referral link through your account.

Share the link with your friends. The referral will be tracked automatically when your friend makes their first purchase using the link.

When will I receive my referral store credits?

Referral store credits are issued once the referred order is marked as completed.

If the referred order contains backorder items, credits will only be issued after the backorder has been fulfilled and the order is completed.

There is no limit to the number of friends you can refer. Store credits are issued per successful referral.

Why are referral store credits issued in Singapore Dollars if I’m overseas?

Referral store credits are issued in Singapore Dollars by default.

Store credits can be used at checkout based on the displayed order currency and applicable conversion at the time of purchase.

For questions regarding referral credits, please contact our Customer Care Team via WhatsApp or Email.

How do I create a Chello account?

You can create an account by registering on our website using your email address.

Do I need an account to shop?

No. You can check out as a guest. Creating an account allows you to track orders, manage returns, and save your details for future purchases.

How do I manage my saved addresses?

You can add or edit your saved addresses by logging into your account and selecting My Address.

How do I update my contact number?

You can update your contact number in your account under Edit Account.

How do I manage my saved credit card information?

Credit card details can only be saved or updated during checkout.

You can view your saved cards under Payment Method in your account. Due to system limitations, stored credit card details cannot be edited outside of checkout.

How do I change or reset my password?

You can update your password by logging into your account and selecting Change Password.

If you’ve forgotten your password, use the Forgot Password option on the login page to reset it.

Can I merge multiple Chello accounts into one?

No. Due to system limitations, accounts cannot be merged.

I’m having trouble signing into my account.

To sign in, use the email address you registered with and your password.

If you’ve forgotten your password, select Forgot Password on the login page to reset it. If you’re still unable to access your account, contact our Customer Care Team for assistance.

How can I close my Chello account?

Please contact our Customer Care Team via WhatsApp or Email to request account closure.

How do I manage newsletter subscriptions?

You can subscribe to our newsletter by signing up on our website.

If you are not receiving newsletters, please check your spam or promotions folder.

You can unsubscribe at any time by clicking the unsubscribe link in our emails.