FAQ
. SHIPPING + ORDER INFORMATION .
WHERE DO YOU SHIP FROM + HOW FAST IS SHIPPING?
All orders are shipped M-F during business hours. Once we receive your order, it will be dispatched within 1-2 business days from our office in NEW YORK CITY. You will receive a shipment confirmation email with tracking info after items have dispatched.
To view our shipping tab with more in depth information, shipping options and delivery time estimates per country, click HERE.
CAN I TRACK MY ORDER?
Yes, of course! All orders placed and dispatched have a tracking code that is sent to you in your shipment email that can be tracked and even get text updates, so you know the moment its arrived!
I PLACED AN ORDER BUT DID NOT GET A CONFIRMATION?
Confirmation emails are sent within minutes of placing your order.
If you placed an order with us and have not received any email...
- The order did not go through and was not placed, please check your bank/paypal to see if it did go through.
- If it did go through, its possible the email went to your spam folder.
- If it is not in the spam, this means when entering your order information the email you entered was incorrect / had a typo and therefore did not send to the proper email address. Please send us an email to hello@chilalithelabel.com so we can forward the information to the proper email.
CAN I CHANGE OR CANCEL MY ORDER ONCE IT WAS PLACED?
Once an order is placed, we can not cancel or refund the order. If you need to make a change in your order, please email us right away and we will do our best to make the applicable changes prior to it being mailed out.
I FORGOT TO USE MY DISCOUNT CODE, CAN IT STILL BE APPLIED?
Unfortunately, we can not manually apply them after an order has been processed, but the great news is you can still use your code on your next purchase!
MY TRACKING STATES IT WAS DELIVERED BUT I DID NOT GET IT?
Please check with your local post office or mail carrier asap as they are delivering your mail. It is possible there was an attempt to deliver, if they were not successful for any reason, they can sometimes hold the parcel at the post office to be picked up.
Chilali The Label is not responsible for lost, theft, or damage after the parcel has left our HQ. Customer assumes all responsibility and no resends or refunds can be issued if marked delivered.
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If a parcel is sent back to Chilali The Label for whatever reason, such as invalid address or failure to pay international duties (if applicable), customer is responsible for paying shipping to resend. Any customer refusing to repay postage due to an invalid address or customs, will forfeit their order.
IS THERE CUSTOMS/VAAT/DUTY FEES ON INTERNATIONAL ORDERS?
Certain countries may be charged with customs taxes/duties, Chilali The Label has no control over this and is not responsible for any taxes that may occur, as duty, VAAT and customs tariffs are set by the destination country. Select countries will hold the parcel at your local post office for pickup (even when marked delivered) due to any fees that need to be paid. The amount can vary by country, if at all applied, we recommend checking with your postal service to see if this applies to your country.
. EASY RETURNS/EXCHANGES .
WHAT IS YOU RETURNS/EXCHANGE POLICY?
To view the full policy and guide lines, as well as to initiate a return, CLICK HERE
HOW DOES STORE CREDIT/GIFT CARDS WORK?
After you send us your return request, we will be in contact with you and after it arrives at our HQ, and inspected to be sure it is in a clean and unworn condition, we will issue you the store credit (usually within 1-3 BUSINESS days) via email, which can be used at any time and does not expire.
Purchase a gift card for yourself or a friend HERE
I RECIEVED A DEFECTIVE OR INCORRECT ITEM?
Yikes! We are so sorry about that as we pride ourselves in ensuring everything about your purchase is perfection. Our garments are handmade, one by one, with lots of care and attention. We triple check quality control, but in case our team missed something, after all we are human, please shoot us an email within 24 hours of receiving your suit to hello@chilalithelabel.com and we will make it right immediately! You deserve the best!
WHAT ITEMS ARE CONSIDERED FINAL SALE?
All SALE, PROMO, or DISCOUNTED items are FINAL SALE and can not be exchanged or returned under any circumstance. NO EXCEPTIONS. All items under SALE are final sale. Any order purchased with a COUPON CODE 25% or up are FINAL SALE. NO EXCEPTIONS. All under garments are FINAL SALE.
. BILLING + PAYMENT .
WHAT FORM OF PAYMENTS DO YOU ACCEPT?
Chilali The Label uses a safe and secure network to accept most major credit cards, Paypal, Apple pay, etc. as form of payment.
IS IT POSSIBLE I WAS CHARGED MORE THAN MY TOTAL AT CHECKOUT?
Don't worry, Chilali The Label does not store any customer sensitive information and therefore we can not possibly charge more. HOWEVER if you see the amount is different on your bank statement or Paypal than what is on your Chilali The Label receipt total, please remember we are a USA based brand and all currency online is USD. The conversion rate is dependent on your country and card.
. MY EXCLUSIVE GARMENT .
WHERE IS CHILALI THE LABEL DESIGNED, MADE, AND BASED?
We are a New York + Tulum beach based brand with in both locations where we travel back and forth. Our fabrics are sourced here in NYC and Tulum by sourcing deadstock fabrics that would other wise get wasted. We ship worldwide from our office in NYC providing fast and affordable shipping. Its worth to know where and how your purchase is made. To learn more about the ethical manufacturing that goes into every handmade Chilali The Label piece and about us, check us out HERE.
ARE YOU SOLD ANYWHERE ELSE?
We are exclusively sold on CHILALITHELABEL.COM
Want to visit us in person? Shop our showroom with one of our stylists by requesting an appointment here.
HOW DO I TAKE CARE OF MY NEW CHILALI THE LABEL GARMENT?
Tips and tricks on how to care for your new piece and keep it in the best possible shape for years to come!.
- When washing, hand wash separately in cold water and mild soap. Do not use hot water. Lay flat to dry or hang depending the item, away from direct sunlight, in the shade or indoors.
- Do not machine wash and do not iron. Do not use bleach, detergent, or harsh chemicals when washing.
- Avoid rough/sharp surfaces where pulling on the fabric may occur as this may damage it.
MY ITEMS LOOK DIFFERENT THAN EXPECTED?
As our pieces are artisanal hand crafted one by one, cut and sewn, not mass produced, there may be about 1 cm allowance difference in pieces.
Print/pattern positioning of each piece will vary, each being unique and no piece will ever look the same to keep our babes each unique.
We do our absolute best to make sure all colors online are accurately displayed as we want to make sure you know exactly what you are purchasing, so you are never disappointed! However, differences in screen resolution may result in colors appearing lighter, darker, duller, brighter, etc. depending on your screen.
. SIZING HELP .
DO YOU HAVE A SIZE CHART?
Of course! CLICK HERE
I NEED HELP FIGURING OUT MY SIZE
If you feel as though you need some help, reach out to our team at Hello@chilalithelabel.com and we will do our best to suggest the best style and size for you body!
WHAT I WANT IS OUT OF STOCK, WILL YOU RESTOCK?
We have exclusive pieces which run at limited stock and others that run year round. As we source last runs of deadstock fabrics, we can not guarantee finding them ever again, so limited qualities are made.
Helpful hint: If you love something, we suggest grabbing it while you can because many pieces are limited edition and sell out VERY quickly!
. CONTACT + INQUIRIES .
DO YOU TAKE ON AMBASSADORS/COLLABS?
If you are an influencer with a high following, engagement, activity level, and feed that corresponds with CHILALI aesthetic, please contact us via email for a sponsorship request and our team will review. Please note due to the high number of email requests, we can only get back to those we are interested in partnering with.
However, we love seeing you in our pieces, so be sure to tag us on social media @chilali.thelabel so we may feature you.
ARE YOU HIRING?
The team has become an amazing little family, we are always happy to accept resumes for future availabilities as the team grows and company expands. We currently accept interns for all semesters and would love to have you. Please send cover letters + resumes to Hello@chilalithelabel.
I STILL NEED HELP, HOW DO I CONTACT YOU?
Our team is more than happy to help you out. Please do not hesitate to shoot us an email at HELLO@CHILALITHELABEL.COM and we will get back to you as soon as possible, M-F during during business hours 9-5.