FAQs

Where do you ship my order from?: We ship all orders from our Flagship store in London (UK).
Where is my order?: You can check the status of your order and track its delivery by logging in your account or by clicking the link on your order confirmation email.
Can I place an order over the phone?: Our team is happy to assist you with placing your order over the phone. Feel free to contact us at +44 (0) 207 493 8157.
What should I do if my order has not been delivered yet?: If your order has not been delivered within the estimated period, we suggest that you check that the address indicated for the delivery is correct or in case of a missed delivery, contact DHL to reschedule your delivery. For further assistance, feel free to contact us.
Can I cancel my order?: We are sorry, but once an order has been confirmed, it is processed automatically and cannot be cancelled. The package can be returned and refunded as indicated in our Shipping and Return Policy.
Can you tell me if you are getting an item back in stock?: To know if a sold out item will be back in stock we suggest you to contact us: we are happy to help.
How will my order be packaged?: Your order will be carefully packaged in a protective Chalayan box to ensure it arrives to you in great condition. At Chalayan we care about the the environment: the carton boxes are made from 100% recycled paper and the prints on them are made with no chemical products.
What do I do if I receive a faulty item in my order?: We want to sort out any issues with faulty items straight away. As soon as you discover a fault, please contact us with the order number, faulty item’s name and the description of the fault. We are happy to help.
I have an incorrect item in my order, what do I do?: If one of the items you received isn't what you ordered, please contact us. We want to sort out any issues with incorrect items straight away. After sending it back to us, we'll ship you the correct item or if not available, we will proceed with a full refund.
How do I work out which size is right for me?: To find the size that interests you, please use our Size Chart which should help you find the right fit. Find the right size for you with the help of the tables you will find in every product page. For further assistance regarding the sizing and the fitting we suggest you to contact us.
What is pre-order and how does it works?: A pre-order is the reservation of an item that is not yet available for sale, but will be soon. An estimated delivery date is indicated for each pre-order item within the product page. We will also confirm the expected date of delivery once you proceed with the purchase.
What are the benefits of subscribing to newsletters?: When you subscribe to newsletters from Chalayan.com you will have exclusive benefits as being among the first to discover the latest Chalayan news, knowing when new products land online, accessing exclusive promotional codes, receiving news from the World of Chalayan and much more!
How can I unsubscribe from your newsletters?: If you no longer want to hear from Chalayan, click the Unsubscribe link found at the bottom of each newsletter.
Why did you charge me twice even though I placed only one order?: Chalayan guarantees that your credit card will be charged only once for the amount of an order. It is possible that the amount may be shown twice on your statement. The first entry corresponds to the payment authorization request that is made when you place the order The second confirms the actual charge.
Can I receive my refund on a credit card that is different from the one I used for the order?: For security reasons, we cannot refund a credit card that is different from the one used for the purchase.
Can I use my own return service?: For Returns questions refer to Shipping and Returns Policy.
I lost my return label. How can I get a new one?: For Returns questions refer to Shipping and Returns Policy.
I want to return a gift. How does the refund work in this case?: For Returns questions refer to Shipping and Returns Policy.
Shipping times and costs: For shipping times and cost refer to Shipping and Returns Policy.