Frequently Asked Questions

ORDERS
1. Can l cancel my order after l've placed it?

Please contact our customer service within ihour of placing your order and we will do our best to accommodate your request to cancelyour order. Please note that we cannot make cancellations for shipped orders
2. Can l change or modify my order?

Orders from the chach store are shipped quickly. Please contact our customer service within 1 hour of placing your order and we will do our best to accommodate your request to modify your order. Please note that we cannot make any changes for shipped orders.
3. How do l check my order status?

There are 2 ways for yourrelerence:

1. After placing the order successlully, you will reccive an order conlirmation email, order statuscan be checked from the email;

2. Sign into your account and click on "My Orders", you will be able to view all yourorders and the current status of each order.If you experience any issues when checking your order status, please reach out to Customer Service
4. What if my packages are lost, damaged, or delayed?

If your package is lost, damaged, or delayed, please contact us at service@chach.cc
5. In what kind of conditions can l apply for the claim?

Lost：
Situation 1
I haven't received my packages even though the tracking info shows "Delivered”.

Situation 2
My packages are stolen.

Situation 3
I haven't received it for over 60 days.

Damage：
The products are unusable, clearly fractured, shattered, bent (if not bendable), crushed, etc.,

Delay：
For domestic packages not delivered before the 30th day following order fulfillment

For international packages not delivered before the 60th day following order fulfillment are considered lost.
6. Where to apply for the claim?

You can contact us through the following methods:

1. The “Contact Us” page at the bottom of our website.

2. Our official email: service@chach.cc

PAYMENTS
1. What payment methods can we use?

We offer PayPal as a payment option but we offer other options as well. We accept all major credit and debit cards, PayPal, Shop Pay, Apple and Google Pay.
2. Will l be charged international bank fees?

All orders will be checkout in U.S. dollars, even though you see your local currency on the product page. Once your bank pulls the funds, they will account for the current exchange rate. Your bank may or may not charge additional fees for international transactions. Please reach out to your bank for more information on any additional charges/fees.
3. Can l use multiple coupons?

The gift card can be combined with any other discount/event coupons when you place the order. However, discount/event coupons cannot be applied together in one order.
4. Why l can't use my coupon?

In this case, you can check the following:

1. Is your coupon/reward still valid?

2. Are you meeting the minimum spending requirements?

For example, if a coupon is only valid for items over USD100, but the total item value is only USD90, you can’t use the coupon code.

SHIPPING
1. Where will you ship my order?

All products are dispatched from China warehouse.
2. When will my order be shipped?

We usually dispatch item(s) within 1-3 business days (business days do not include weekends or holidays). Order processing may take longer during promotion and festival events. We seek your understanding and patience.
3. Can I change my shipping address?

CHACH store orders ship quickly, we do not allow changes to the shipping address or shipping country once the order has been shipped out because the freight cannot be recalculated and collected.
4. When will I receive my order?

It depends on where you are. Orders processed here will take 5-7 business days to arrive. Overseas deliveries can take anywhere from 7-16 days. Delivery details will be provided in your confirmation email.
5. My international shipping tracking information hasn't been updated.

We are sorry for the unhappy shopping experience caused by delay. Please note that international orders usually take up to 21 business days. (Business days do not include weekends or holidays.)

If the logistics tracking information shows that your package is still in transit, please wait patiently. Normally, international orders will be delivered within 21 business days, but your package may be delayed by customs clearance, or it may just be lack of scanning. If it has been more than 21 business days after dispatching, please contact our customer service team as soon as possible.
6. Are there any additional fees/customs duties involved in international shipping?

International orders are subject to customs and duty fees as defined by the country of import. Unfortunately, we are unable to provide information on whether you may or may not be charged customs/duty fees. Duties will be determined by the country of import of your order based on product value. You can check local custom duty and policy by visiting your local custom/custom website.
7. My package shows as delivered, but I haven't received it.

It depends on where you are. Orders processed here will take 5-7 business days to arrive. Overseas deliveries can take anywhere from 7-16 days. Delivery details will be provided in your confirmation email.
8. What happens if I refuse to accept the package?

For any reason, if you would like to reject the package while the parcel is under the shipping process, you will need to wait until you receive the package in hand before making a return request.

If you refuse to take the delivery package from the postman or do not pick up your delivery package from your local pick-up stores, our Customer Service will not be able to judge the situation of the package and therefore cannot handle your return requests.

If the package is returned to our warehouse because of a customer's personal reason (Check details below), we'll contact you about re-paying the reshipment postage and arrange the reshipment. Details for customer's personal reason:

* Wrong address/no consignee
* Invalid contact information/ no answer to the delivery calls
* Customer refuses to accept package/ complete customs clearance
* Didn't collect package by the deadline

PRODUCTS
1. When are the out of stock products restocking?

Limited edition items that go out of stock may be permanently out of stock. For those are not limited edition, they usually get restocked around 1-4 weeks. You can sign up to be notified once it's back in stock.
2. I might be allergic to your products! What can I do?

CHACH cannot guarantee that any ingredients or products were produced in an allergen free environment, you can find the full ingredient list for each product in our product page.
If you suffer from severe allergy to our products, please go to hospital as soon as possible and contact our customer service teamservice@chach.ccfor further assistance.
3. Do you test on animals?

The safety of our consumers is our highest priority. CHACH is encouraging the use of alternatives and the elimination of such animal testing. We are the advocates and doers of banning animal tests on cosmetics and Unless required by law, we do not test any products on animals.