Frequently Asked Questions
Find answers to our most common questions below. If you can’t find what you’re looking for, feel free to contact us!
Shipping & Delivery
Q: How long will it take to receive my order?
A: It depends on your location. Generally:
Standard Shipping: 7-12 business days.
Express Shipping: 4-8 business days.
Please allow 1-3 business days for us to process and pack your order before it ships.
Q: Do I have to pay customs fees or taxes? (DDP)
A: No! We ship using a “Delivered Duty Paid” (DDP) method for most destinations (including UK, EU, USA, CA). We cover all customs duties and import taxes. The price you see at checkout is the final price you pay.
Q: Where can I track my order?
A: Once your order ships, you will receive an email with a tracking number. You can track your package on our Track Order page.
Returns & Broken Items
Q: My item arrived damaged/broken. What should I do?
A: We check every item carefully, but sometimes issues happen (e.g., zipper problems or sewing defects).
Please email us at customercare@chiccasen.com within 48 hours with a photo of the issue. We will verify it and send you a free replacement or a refund immediately.
Q: Can I return an item if I changed my mind?
A: Yes, we accept returns within 30 days of delivery. The item must be unused and in original packaging.
Please Note: Customers are responsible for the return shipping costs unless the item is defective. Please contact us first for the correct return address.
Q: Can I change my address or cancel my order?
A: If you need to change your address, please email us within 2 hours of placing your order with the subject “URGENT”. Once the order is shipped, we cannot cancel it, but you can return it after delivery.
Payments & Customs
Q: What payment methods do you accept?
A: We securely process all payments via PayPal. Don’t have a PayPal account? No problem! You can still pay with your Credit/Debit card as a “Guest” through the PayPal checkout page without creating an account.
Product Care
Q: My bag/item arrived wrinkled. How do I fix it?
A:Since our products are soft, they may get slightly wrinkled during shipping. Don’t worry, this is normal!
For Bags: Stuff them tightly with towels or paper and let them sit in a warm room for 24 hours to restore their shape.
For Fabric: You can use a garment steamer (from a distance) to quickly remove any creases.
Q: How do I clean my PU Leather items?
A: PU leather is easy to care for! Simply wipe it gently with a soft, damp cloth to remove dust or stains.
Important: Do NOT machine wash PU leather bags or organizers. Avoid using harsh chemicals or alcohol.
Q: How do I wash Fleece or Polyester items?
A: We recommend hand washing or using a gentle machine cycle with cold water. To keep the fleece fluffy and soft, please air dry only. Do not use high heat in the dryer or iron directly on the fabric.
Q: How should I clean my acrylic organizer?
A: Important: Do NOT use alcohol-based cleaners (like Windex) or acetone, as they can cause the acrylic to crack. Simply use a soft microfiber cloth with warm, soapy water to wipe it gently. This keeps it crystal clear and shiny!