Returns
At Chille, we pride ourselves on providing high-quality products that customers can enjoy for years to come. However, we understand that sometimes a product may not meet your expectations. To ensure satisfaction, we offer a 7-day returns policy from the date your item is delivered.
If you have read our returns policy and would like to request a return on a full-priced item, please email hello@shopchille.com with your order number.
Items Not Eligible for Return
- Worn, damaged, or used items.
- Items without original packaging and tags.
- Items purchased on sale or with a discount code (excluding the 10% off welcome code).
- Items returned without a returns form.
- Change of mind purchases.
- Underwear and intimates.
Please note: For hygiene reasons, we do not accept returns on underwear. This policy ensures every piece you receive is brand new, unworn, and of the highest quality. If you have questions about sizing or fit, our customer support team is here to assist. For faulty or damaged goods, please refer to the policy below.
Faulty/Damaged Goods
In the rare event that you receive a faulty item, please email us within 5 days of receiving your order with images and details of the fault so we can resolve it as soon as possible.
Sale Items
Items purchased on sale cannot be returned or exchanged unless faulty. Unfortunately, requests for refunds or exchanges on sale items cannot be granted. However, items purchased with a 10% off welcome code are eligible for return.
If you receive a faulty sale item, please follow the “Faulty/Damaged Goods” guideline above and email us within 7 days of receiving your order, including images and information about the fault for review.
Pre-Order Items
All pre-order items that meet the return guidelines are eligible for a return within 7 days of delivery. Please follow the steps below.
Return Guidelines
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Return Request: Email hello@shopchille.com within 7 days of purchase, including your order number.
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Eligibility for Refunds: Refunds apply only to full-priced items returned in original condition with tags attached. All sale or discounted items are considered Final Sale. For hygiene reasons, underwear and briefs are not eligible for refunds.
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Refunds, Exchanges, and Store Credit: We are happy to provide an exchange, store credit, or full refund (excluding shipping costs) on full-priced items if the return meets our guidelines. Exchanges are currently available only for Australian customers.
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Store Credits: Store credits are issued for the item value at the time of return, excluding shipping costs. Credits are valid for 3 years and are not redeemable for cash.
Important Notes
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Return Postage Costs: Return postage costs are not covered by Chille. We recommend using tracked shipping to ensure your return reaches us, as we cannot be held liable for returns lost in transit.
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Exchanges: If requesting an exchange, return shipping is the customer’s responsibility and must be paid before the exchanged item is sent.
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Processing Time: Once we receive your return, processing takes 5-7 business days. Once approved, we will email you a confirmation.