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    My order should be here by now, but I still don't have it. What should I do?

    Updated 15 days ago
    If your order was expected to arrive by now but you still haven't received it, before contacting us, please assist us by doing the following:
    • Check the tracking information: Use the tracking number provided to check the status of your shipment. Sometimes there may be delays or issues with the carrier that are beyond our control. If the tracking information indicates that the package has been delivered, but you have not received it, contact the carrier for more information.
    • Check your shipping address: Make sure that the shipping address you provided is correct and up to date. It's possible that the carrier attempted delivery to the wrong address or that the package is being held at a local post office or delivery center.
    • Check with your neighbors to see whether the parcel was left with them by the courier.
    If the delivery address was correct and the parcel was not left at the post office or at your neighbor's, please contact us at support@customchic.co.uk and provide your order number.
    If you discover an error in your delivery address, we can send you a replacement, but the new order would be at your expense.

    My tracking number doesn't work, what should I do?

    Updated 15 days ago
    If your tracking number doesn't work, it could be due to several reasons. Here are some steps you can take to resolve the issue:
    • Check for typos: Make sure that you have entered the tracking number correctly. Check for any typos or errors in the number.
    • Wait a little longer: Sometimes, tracking information can take a few hours or even a day to update after your order has shipped. In addition, order status will only be updated upon arrival at the warehouse/transshipment location. If your tracking number doesn't work as soon as you receive the email confirmation, please wait 24 - 48 hours for it to update and check again.
    If you are still having trouble after 48 hours, contact our Customer Service, Live chat or via support@customchic.co.uk so that we can assist you right away.
    In some cases, there may be delays or issues with the shipment that are outside of our control. If you are concerned about the status of your order or have any other questions or concerns, please don't hesitate to contact our customer service team for assistance.

    Why are my items shipped separately?

    Updated 15 days ago
    There are several reasons why your items may be shipped separately, including:
    • Availability: Sometimes, items in your order may be sourced from different warehouses. In such cases, each item may be shipped separately to ensure that you receive them as quickly as possible.
    • Shipping method: Different items may require different shipping methods. For example, some items may require special handling or packaging, while others may need to be shipped separately due to size or weight restrictions.
    • Timing: Sometimes, items in your order may be ready to ship at different times or it may be split up during the manufacturing process, which leads to separate shipments. In such cases, each item may be shipped separately to avoid delaying the entire order.
    However, during checkout, you will only be charged one combined shipping fee for all items in your purchase. Each shipment of your order will be accompanied by a shipping notification. If the second package does not arrive within 5-7 business days of the first, please contact us and we will assist you straight away.

    Can I change my shipping address after placing an order?

    Updated 15 days ago
    We understand that sometimes you may need to change your shipping address after placing an order. At Custom Chic, we want to make sure you receive your order as quickly and efficiently as possible. Therefore, we allow customers to change their shipping address within the first 2 hours after placing an order through our Live chat, Customer Service or via support@customchic.co.uk.
    Please note that changing your shipping address after the first 2 hours of placing your order may not be possible, as your order may already be produced.
    Additionally, some orders may not be eligible for address changes due to security reasons or other factors.
    Also, please keep in mind that changing your delivery address will also result in a slower delivery time than you originally expected. Please wait a little longer to receive the goods.

    How much does shipping cost?

    Updated 15 days ago
    The cost of shipping will depend on several factors, including the weight and size of the package, the shipping method selected, and the destination address. The shipping cost is calculated during the checkout process.
    If the amount of the order is 70£ or more, no shipping costs will be charged.
    Please note that shipping costs may vary depending on promotions, discounts, or special offers. Some items may also be eligible for free shipping or reduced shipping costs.
    If you have any questions or concerns about shipping costs or options, please contact our customer service team for assistance. We are here to help you find the best shipping solution for your needs.

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