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Help & F.A.Q

 

Q: I’ve forgotten my password. What should I do?

A: Click “Forgoten Password” link at the Account Login Page and follow the instructions.

Q: The item I’m interested in is sold out, can I be put on waiting list?

A: You can send an e-mail to us for special order, please give us the product code, size, colour. Send to order@charlottechenstore.com, it takes 3-4 days to produce the item (not for discontinued product)

Q: How to measure the product size?

A: Click here to view our sizing guide

Q: Do you have physical store where I can visit?

A: At the current moment we only sell via webstore, but you can find our jewelry collection at The Seminyak.

Q: I’ve put my order into the shopping bag, but when I click ‘Checkout’ only some or none of my order is available. How come?

A: Adding items to your shopping bag does not mean that we hold the items for you, Because several customers might be shopping at the same time so Merchandise availability is not guaranteed until you check out

Q: Can I cancel my order?

A: You can not cancel your order after submitting. Please do review your shopping bag before submitting an order.

Q: Can I add an item to my order after I submit an order?

A: Unfortunately not, you will need to place a separate order for anything else that you want to purchase.

Q: Why are my order cancelled?

A: Maximum payment for an order is 3x24 hrs after order have been placed. If payment has not been completed after the time limit, the order will be canceled automatically.

Q: Can I get my order earlier than the estimated delivery time?

A: Unfortunately you can’t. Because we need time to check your payment, quality control and pack your order. 

Q: How can I track my order?

A: You can click on "Track Order" on top navigation to view your order status.

Q: What do I have to do if I’ve completed my payment but haven’t received the package after over the estimated delivery time? 

A: Please do not forget to confirm your payment through the website after completing the payment. If you haven’t confirm until the time limit, then your order will be canceled. But if you have confirm and you haven’t got your order, please click ‘TRACK ORDER’ to view your order status.

Q: What do I have to do if I have completed the payment but forgot to confirm over the time limit?

A: Please contact us at: hello@charlottechenstore.com

Q: How long would it takes for the delivery service?

A: for domestic it will take 2-3 days, for international around 5-7 days (of working days)

Q: If I am interested with the shoes collection, where can I buy?

A: In the meantime we do not produce the shoes and the shoes have been capture in the photos are the wardrobe from EVB/Everbest Shoes Shop www.everbestshoes.com.

Q: If we buy the product below 1 kg, how do you calculate the shipping cost?

A: The minimum of the shipping cost is 1 Kg (Indonesia area), for international  the minimum is 0.5 Kg.