We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at firstname.lastname@example.org. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Please allow up to 10 business days from the time your return is shipped to process your refund or credit. If you would like to speak to a Concierge associate, please email email@example.com and one of our associates will gladly assist you.
You can always contact us for any return questions at firstname.lastname@example.org.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item
For a limited time, we are offering Complimentary US Ground Shipping on all US orders. Please allow 6 to 9 business days from the time your order to receive your package.
Preorder will be notified when the shipment is ready. Shipment expectancy for preorders is about 3 months unless otherwise noted upon check-out.
Additional domestic shipping options include:
UPS Expedited - 2-3 business days for all orders placed by 11 AM Pacific time (a flat fee of $40 applied at check-out).
UPS Overnight - 2 business days for all orders placed by 11 AM Pacific time (a flat fee of $60 applied at check-out).
Due to COVID safety protocols, UPS cannot guarantee a “Signature Required” service for all destinations. Please contact us via email at email@example.com with shipping questions.
We're happy to help! Please note that CHAU SAENZ is not responsible for lost items once a package has been delivered and/or signed for.
For any specific questions, please email firstname.lastname@example.org