How long does it take for my order to be delivered?
We are eagerly looking forward to seeing you enjoy our beautiful pieces soon. Rest assured, we are dedicated to minimising any delays in processing and shipping your orders. We sincerely appreciate your patience and support during this time.
To give you an idea of the order processing timeframe, here’s an estimated breakdown:
- Normal Period: Orders are typically processed within 1 to 2 business days
- Peak Period: Order processing may take approximately 5 to 7 business days during peak periods such as new launches, sales events and festive seasons
For delivery, we work closely with our trusted courier partner to ensure a seamless end-to-end experience. The estimated delivery timeframes are as follows:
- Singapore Orders: Expect delivery within 1 to 2 business days
- International Orders: Generally takes between 5 to 15 business days to arrive
Please note that deliveries are scheduled from Monday to Saturday excluding public holiday. If you have any concerns regarding the delivery timeframe, we encourage you to reach out to our dedicated Customer Care Team. They will be more than happy to assist you and address any questions or issues you may have.
Can I receive my order on the same day?
Same Day Delivery is available for orders placed before 12pm, but please note that additional delivery charges will apply. Kindly reach out to our Customer Care Team for further details and assistance if you are interested in opting for Same Day Delivery. They will be more than happy to assist you and address any questions or issues you may have regarding this option.
Does you offer complimentary delivery?
We strive to offer affordable and convenient delivery options to ensure your shopping experience is seamless and enjoyable.
Singapore Orders
Absolutely, we have revised our free delivery requirement to make it even more accessible for you. For orders above SGD 60, we offer complimentary delivery. In case the order total falls below SGD 80, a flat courier fee of $3.50 will be applied. (For orders placed from 1st Nov 2023 onwards)
Please note that if you place a split order containing a combination of in-stock items and backorder items, the complimentary delivery will only apply when both the in-stock and backorder portions individually meet the SGD 80 threshold. Otherwise, a flat courier fee of $3.50 will be charged for either delivery. (For orders placed from 1st Nov 2023 onwards)
Malaysia Orders
For orders shipping to Malaysia, complimentary delivery will be applicable to orders above SGD 100. However, for orders below SGD 100, shipping charges starting from $10 (based on parcel weight) will be applicable. It’s important to keep in mind that for all international shipments, any imported duties and taxes must be paid by the recipient of the parcel.
International Orders
Regarding international orders, we kindly request you to refer to the shipping fee calculation displayed during the checkout process. The shipping fee will vary depending on the destination country. It’s important to keep in mind that for all international shipments, any imported duties and taxes must be paid by the recipient of the parcel.
Do you ship worldwide?
Absolutely, we offer worldwide shipping for our lovely pieces! Please keep in mind that shipping fees may vary depending on the destination and it will be calculated during checkout. Additionally, if there are any imported duties and taxes, it will be the responsibility of the recipient and must be paid upon receipt of the parcel.
What is backorder?
Backorder refers to the pre-ordering of our highly sought-after Chello piece(s) that have been completely sold out in its available in-stock inventory.
Typically, our backorder process takes approximately 2 months to complete. Rest assured, we will keep you updated on the status of your backorder through our website: https://www.chello.sg/backorder-status.
We sincerely appreciate your patience and understanding as we work diligently to fulfil your order as soon as the item becomes available again.
Where can I view my backorder status updates?
To keep you updated on the status of your backorder, we provide regular information through our website: https://www.chello.sg/backorder-status. If you have any additional questions or concerns, please don’t hesitate to reach out to our dedicated Customer Care Team. They will be more than happy to assist you and address any questions or issues you may have.
Will the backorder arrive earlier than the estimated arrival date?
Our backorder process generally takes around 2 months to be fulfilled. You can trust that we will keep you well-informed about the progress of your backorder through our dedicated website: https://www.chello.sg/backorder-status.
In the event of any unforeseen delays, we are committed to providing you with regular updates. You can expect to receive email notification regarding any changes or additional information regarding your backorder.
Can I place both instocks and backorder orders together?
Absolutely! You have the option to place both instock and backorder items in the same order. However, in order to qualify for complimentary delivery, the total value of both the instock and backorder items must individually reach SGD 80. Otherwise, a flat courier fee of $3.50 will be charged for either delivery. (For orders placed from 1st Nov 2023 onwards)
Am I able to have my instocks items shipped first?
Certainly! We prioritise shipping out all instock item(s) promptly. However, please note that for bundle sets within our FORM dresses collection, instock item(s) will only be mailed out when the backorder arrives.
Is it possible for me to delay the shipment of my instock items?
We apologise for any inconvenience, we have a standard procedure in place where all instock item(s) are to be shipped out first. However, please note that for bundle sets within our FORM Line, instock item(s) will only be mailed out when the backorder arrives.
Where can I track my order parcel delivery status?
You can easily track the delivery status of your parcel either by logging into your account or by referring to the information provided in the order fulfilment email that will be sent to you. However please note that the tracking number would only be updated to your account when the parcel reaches our courier partner’s warehouse.
If you have any further questions or need assistance, please reach out to our dedicated Customer Care Team. They will be more than happy to assist you and address any questions or issues you may have.
Can I change my shipping address?
We are more than happy to assist if the parcel has yet been handed over to our courier partner! Please reach out to our dedicated Customer Care Team as soon as possible with the updated shipping address, and they will be able to provide the necessary assistance.
Kindly be aware that delivery address amendments may cause some delays in shipping, but rest assured, we will make every effort to minimise any potential delays.
However, if the order has already been delivered by the time we relay your request to our courier partners, we may not be able to retrieve it.
Is there a physical store where I can try on the pieces?
While we don’t have a brick-and-mortar storefront at the moment, we’re thrilled to announce the opening of our studio where we offer Chello’s Personal Shopping Experience. This exclusive service is designed with our Chello Family in mind, aiming to help you discover your perfect fit!
During your session, our knowledgeable team will guide you through taking measurements and trying on in-stock pieces to determine your ideal size. This will empower you to make confident online purchases in the future. If you wish to purchase any items during your appointment, our team will be delighted to assist you.
Kindly take a moment to review the following guidelines:
- An appointment is required, which can be booked through our website
- Only in-stock pieces will be available for try-on during your session. Unfortunately, we cannot accommodate try-ons for backordered pieces or new launches prior to their official release
- To ensure you have ample time for your Personal Shopping Experience, please arrive on time for your scheduled appointment
We look forward to welcoming you to our studio and seeing you soon!
What is Chello's Personal Shopping Experience about?
Chello's Personal Shopping Experience is an exclusive service tailored specifically for our valued Chello Family members. Its primary aim is to help you discover your perfect Chello size through a personalised fitting session.
During your appointment, our knowledgeable team will guide you through taking precise measurements and trying on our in-stock pieces. This hands-on approach ensures you find your ideal size, empowering you to make confident online purchases in the future. If you wish to purchase any items during your session, our team will be more than happy to assist you.
We encourage you to share this joyful experience with your girlfriends by inviting them along for your appointment. It's the perfect opportunity to make a fun outing while discovering your perfect fit together.
Where is your studio located?
Chello’s Studio is located near Tai Seng MRT station, just a 5-minute walk away. The address will be provided in the appointment confirmation email that will be sent to you upon successfully booking.
Do you accept walk-ins at the studio?
We do not accept walk-ins at our studio. Visits are by appointment only to provide a more personalised experience. Please book your appointment online to ensure we can accommodate you.
Where can I book an appointment to visit your studio?
To schedule a visit to our studio, simply visit our website and book an appointment online. Once your appointment is booked, we'll send you a confirmation email containing the address of our studio location.
Is the studio open on weekends or public holidays?
While we aim to accommodate weekend and public holiday availability in the future, our studio's operating hours are presently limited to weekdays only, Monday through Friday. Appointment bookings can be made starting from 11am, with the last slot at 6pm. Visit our website for the latest details on our studio's schedule.
Are new launches available for try-on in the studio?
Our latest collection is exclusively available through our online website and will not be available for try-on until they have been officially launched. Prior to scheduling an appointment at our studio, we kindly request that you verify the availability of the desired item(s) on our website.
Are backorders available for try-on in the studio?
Regrettably, all the available pieces of our backorder have been fully sold out, hence they will not be available for try-on in the studio. Not to worry, the experienced team can expertly access your Chello’s Size using the current in-stock piece(s) we have available. Furthermore, our sizing is standardised across all products to provide you with the perfect fit.
Will I be able to make purchase(s) in the studio?
Absolutely, you can make on-site purchases during your studio session. All purchases made will be conveniently added to your account which not only earn you reward points but also contribute towards our rewarding loyalty program.
Will I be able to use my store credits in the studio?
Yes, absolutely! If you have any store credits available in your account, you can seamlessly apply them towards any purchases you make during your studio session.
Will I be able to reserve item(s) for try-on during the Personal Shopping Experience?
Unfortunately we cannot accommodate reservations. The availability of our products is accurately reflected on our website, as our studio and online platforms share the same inventory system.
Is it a must to make a purchase during the Personal Shopping Experience?
Making a purchase during the session is not mandatory. The primary objective of the session is to help our valued Chello Family members determine their ideal Chello Size.