CAN I RETURN A PURCHASE?
Yes, all purchases that are eligible for returns can be returned for a store credit only.
Please submit your return request by selecting the item(s) to return on "My Order" page within 7 calendar days. Any submission after the stipulated timeframe will be strictly denied. Upon successful submission of your return request on our returns portal, you will receive a return approval email from CHELLO within 3 business days.
We will only accept returned item(s) that have been approved by CHELLO for returns via email.
Before submitting a return request, please ensure your item is eligible for a return using the eligibility checklist below.
IS MY PURCHASE ELIGIBLE FOR RETURN?
Your purchase is allowed for return if:
- Item is bought at full price
- Item is bought from backorder
- Item is bought using gift card
- Item is defected
- Return request is submitted within 7 calendar days upon the day of successfully delivery of your order
Your purchase is not allowed for return if:
- Item is bought at sales/discounted price
- Item is bought using a credit code
- Return request was not submitted within 7 calendar days upon the day of successfully delivery of your order
Items returned are subject to rejection if they do not satisfy the following requirements:
- The item is unworn and in original condition with all the tags still attached
- The item has absolutely no marks or stains
- The item is handed to a courier within 3 business days upon returns approval
- The item does not have any odour (including deodorant, perfume, body odour or washing powder)
- Earrings cannot be returned (for hygiene reasons)
- An invoice or proof of purchase is available
CHELLO reserves the right to reject returns beyond the return period limit, or items which are not in the original condition in which they were received. If this is the case, the package will be simply returned back to the customer and any shipping costs involved will not be covered by CHELLO.
HOW DO I RETURN AN ITEM?
Upon successful submission of your return request on our returns portal, you will receive a return approval email from CHELLO within 3 business days.
Follow the returns guideline in the returns approval email to facilitate your returns.
Kindly note that:
- To return an item, it must be sent through a courier service with tracking capabilities. CHELLO will not be responsible for any lost parcel
- Return item(s) have to be handed to the courier within 3 working days upon receiving the return approval email
- Shipping fee for return will be borne by the customer
WHAT HAPPENS AFTER I MADE A RETURN?
Please allow 3-5 business days for your returned item(s) to be processed once it has been successfully delivered to the designated address indicated in the return approval email.
After our quality control team has thoroughly examined the returned item(s), a credit code refund will be sent to you via email.
You may apply the credit code to your next purchase upon the checkout process.
WHAT IS A STORE CREDIT REFUND?
A store credit refund is a digital credit issued to you when you return an item. This credit can be used to make future purchases on our website.
- Store credit is valid for ONE YEAR
- Free shipping applies if order is over $60 after deduction of any store credit
CAN I MAKE AN EXCHANGE?
While we are unable to offer exchanges at this time, you have the option of returning your purchase for a credit code refund. You can then use this voucher to make a new purchase with the desired item.
If you anticipate that an item will be out of stock soon, you may make your purchase now and use your credit code voucher on your next purchase.