FAQs

Frequently Asked Questions

Q1: How long will it take to receive my order?
Here are our estimated delivery times:

  • Handling time: 1-3 business days
  • Transit time: 5-8 business days
  • Estimated delivery time: 6-11 business days

Times can vary slightly depending on your location and local customs processing. For more details, please refer to our Shipping Policy.

Q2: Do you offer free shipping?
Yes, we offer free shipping on all orders. For more information, please check our Shipping Policy.

Q3: Where is Chimerine located?
Chimerine is an online-only store based in Switzerland. We curate a selection of clothing we love and ship orders directly to customers within the United States.

Q4: What if I receive a defective product?
If you receive a defective or damaged item, we'll replace it or refund it at no cost to you. Please contact us within 30 days of delivery with a photo of the issue so we can resolve it quickly. This is in addition to any warranty rights you have under applicable law - see Q9 for details. For more information, see our Return Policy.

Q5: There's a problem with my order - what should I do?
We're sorry to hear that. Please reach out to us at chimerine.support@gmail.com with your order number and a short description of the issue - photos are helpful if the problem is with the item itself. We'll get back to you and work with you to sort it out, whether that means a replacement, a refund, or something else that makes it right.

Q6: Can I cancel my order after it's placed?
Yes, we offer a 1-hour cancellation window after your order is placed. To cancel within this timeframe, please contact us as soon as possible - once an order enters processing, we're unable to make changes.

Q7: What is your return policy?
We offer a voluntary 30-day return window from the date of delivery. For complete details, please visit our Return Policy page.

Q8: When will I get my refund after returning a product?
Once we receive and inspect your returned item, we'll process your refund. Refunds typically appear on your original payment method within 7 business days, depending on your bank or payment provider. See our Refund Policy for more details.

Q9: Do you offer any warranties or guarantees on your products?
Yes. Products we sell are covered by the implied warranty of merchantability under applicable state law, meaning items are expected to be fit for their ordinary purpose. On top of that, we're happy to help quickly with any defect or issue you report to us - see Q4 for how to reach us. For more information, please refer to our Return Policy.

Q10: How can I contact customer support?
You can reach our customer support team through our Contact Us page or by emailing us at chimerine.support@gmail.com.

Q11: Do you ship internationally?
Currently, we ship exclusively within the United States.

Q12: Do you have a physical store location I can visit?
We're an online-only store, which lets us focus on curation and keep our prices fair without the overhead of a retail space.

Q13: Can I place a bulk order for my business or organisation?
Yes, we're happy to discuss bulk orders. Please contact our customer support team with details on what you're looking for.

Q14: What is the process for exchanging a product?
For detailed information about exchanges, please refer to our Return Policy.

Q15: How can I track my order?
Once your order ships, you'll receive a confirmation email with a tracking link. You can also track your order anytime through our Track Order page.

Still have questions?
Reach out anytime at chimerine.support@gmail.com - we typically respond within 24 hours.

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Shipping & Delivery

How long will my order take to arrive?
Handling time is 1-3 business days, plus 5-8 business days transit - about 6-11 business days total. See our Shipping Policy for details.
Do you offer free delivery?
Yes, on all orders.
Where do you ship to?
Currently, we ship exclusively within the United States.
How can I track my order?
You'll receive a tracking link by email once your order ships. You can also track anytime through our Track Order page.
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Returns & Refunds

What is your returns policy?
We offer a voluntary 30-day return window from the date of delivery. See our Return Policy for full details.
How do I start a return?
Email us at chimerine.support@gmail.com with your order number and the reason for your return, and we'll walk you through the next steps.
Do I have a legal right to cancel my order?
The United States doesn't have a general legal right of withdrawal for online purchases. Our 30-day return window is offered voluntarily as store policy, not a legal requirement - but it works just the same for you either way.
When will I receive my refund?
Once we receive and inspect your return, refunds are processed to your original payment method within 7 business days.
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Orders & Payment

What payment methods do you accept?
We accept major credit and debit cards, PayPal, Shop Pay, Apple Pay, and Google Pay.
Can I change or cancel my order after placing it?
You have a 1-hour window after placing your order to request a cancellation. Once your order enters processing, we're unable to make changes.
Is my payment information secure?
Yes. All transactions are encrypted and processed through PCI-DSS compliant payment gateways. We never store your full card details.
When will I receive my refund?
Once approved, refunds appear on your original payment method within 7 business days.
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Products & Sizing

How do I choose the right size?
Check the size guide on each product page for measurements. If you're between sizes or unsure, feel free to reach out and we're happy to help you pick.
Will the colour match what I see on the screen?
We do our best to photograph items accurately, but colour can appear slightly different depending on your screen's brightness and settings.
What should I do if the item is out of stock?
Use the "Notify Me" option on the product page if available, or reach out to us directly - we're often able to let you know when a restock is expected.
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Customer Care

There's a problem with my order - what should I do?
We're sorry to hear that. Please reach out to us at chimerine.support@gmail.com with your order number and a short description of the issue - photos are helpful if the problem is with the item itself. We'll work with you to sort it out, whether that means a replacement, a refund, or something else that makes it right.
My package is lost or damaged - what now?
If your tracking shows delivered but you haven't received it, please check with neighbors and your building's front desk or mailroom first, then contact us within 7 days so we can investigate with the carrier. If your item arrives damaged, contact us within 30 days with photos and we'll arrange a replacement or refund at no cost to you.
How can I get in touch with customer support?
You can reach us anytime at chimerine.support@gmail.com or through our Contact Us page. We typically respond within 24 hours.