Exchange&Return Policy
Dear ChaCha girls, please read our exchange and return conditions carefully before shopping. If you need help with a return or exchange, contact our after-sales team at wecare@chachauae.com. Wish you happy shopping ♥
Returns and exchanges are accepted storewide, including handmade and limited-edition items.
Contact us within 7 working days of receipt (delivery signature date).
Keep all security tags attached and retain the original packaging. See the conditions below.
We process refunds within 3 working days after receiving and approving the returned item. Bank posting time is additional.
[Exchange / Return due to customers’ [change of mind]
- Please contact our After Sales Team wecare@chachauae.com within 7 working days after receiving your package (delivery signature date) and please send us the return tracking number in 3 business days.
- While making an inquiry to our After Sales Team wecare@chachauae.com include the following information to hasten the process:
[Name, Order number, product name/code, reason for exchange/ return]
- In case those items show any signs of use, they will not be accepted for exchange. In case of any return due to [change of mind], the return shipping fee is borne by a customer, and the initial shipping fee deductions are applicable according to Chacha return policy.
*Please note that we do not accept exchanges or returns on products that have been repaired, washed or cleaned, or have odor, dirt or scratches and perfumes left by the customer and the product has not a security tag and original package box.
[Exchange / Return due to unfited size or color [change for size or color]
- Size/color exchanges are only accepted if we have the item in stock. Please contact our After Sales Team wecare@chachauae.com within 7 working days after receiving your package (delivery signature date) and please send us the return tracking number in 3 business days.
- While making an inquiry to our After Sales Team wecare@chachauae.com include the following information to hasten the process:
[Name, Order number, product name/code, reason for exchange/ return, desired size/color]
In case those items show any signs of use, they will not be accepted for exchange. In case of any return due to [change for color], the return shipping fee is borne by a customer, and the initial shipping fee deductions are applicable according to Chacha return policy. In the case the color, size, dimensions, shape, texture of the delivered product is different from the image, we will bear all shipping costs. In case of any return due to [change for size], if the product description is seriously inconsistent with the actual size, we will bear all shipping costs. If the customer makes a wrong judgment for size chart, the return shipping fee is borne by a customer, and the initial shipping fee deductions are applicable according to Chacha return policy.
*Please note that we do not accept exchanges or returns on products that have been repaired, washed or cleaned, or have odor, dirt or scratches and perfumes left by the customer and the product has not a security tag and original package box.
[Exchange / Return policy for defective and wrongly shipped items]
- Please contact our After Sales Team wecare@chachauae.com within 7 working days after receiving your package (delivery signature date) and please send us the return tracking number in 3 business days.
- While making an inquiry to our After Sales Team wecare@chachauae.com include the following information to hasten the process:
[Order list, a barcode of all the items, a picture of the item, a picture of the defect part]
For any exchanges/ returns of defective or wrongly shipped items
the shipping fees will be borne by Chacha.
Please kindly pay for return fee in advance as COD cannot be used for international shipping. The amount will be refunded to the customers once parcels are arrived at our inventory and checked by the relative team.
The followings are not eligible for returns/exchange
- Any items reported after 7 working days from the date of receipt (delivery signature date)
- Any item from which the security tags have been removed, regardless of if they were defective on arrival. And without the original package box
- Cosmetics being opened
- Items having the trace of scent, cigarette, perfume, use, wash, or alterations
- Items that have been damaged intentionally, including, but not limited to, lost tags, alterations, washing damages, even if the item was defective upon arrival
- All high-value products (list price ≥ [300AED]) must provide a pre-return video
Other products' video verification is optional, but missing videos may delay refunds
- All goods returned without previous notice or in spite of return denial by our CS team will not be accepted