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Frequently asked questions

COVID-19 Info

Despite current challenges UPS continues to ship orders as normally. Current circumstances may cause some delays in transit. For example, new border controls, reduced air freight capacity in the market, and local protective regulations and quarantine measures may all impact service.

Within countries, some parcel deliveries may not be possible due to the closure of shops or businesses, or restrictions in various postal codes, in which cases parcels will be returned to Chimi Eyewear and a refund for the order will be made. Please visit UPS Service Alert page for more information about which areas and postal codes that are affected.

You are always more than welcome to write to us if you have any further questions or queries about your order. We will do our best to respond to you within 2 business days.

Contact: [email protected]

UPS Service Alert Page

Product

Information for each of the products can be found in the description. For more information regarding the lens, please refer to our lens guide.

Ordering online

You can not cancel your order yourself but we can of course help you. The order can only be cancelled before it has shipped and before our warehouse has started working with the order. After that we cannot guarantee a cancellation. When the order has been shipped, you will receive a shipping confirmation email. If you have requested a cancellation after the order has been shipped, you must return it for a refund instead. Please contact customer service for assistance.

You must contact our customer care team to change your shipping address. The shipping address can only be changed before the order has shipped. Unfortunately you cannot update your shipping address yourself after the order has been placed.

As soon as your order is shipped from our warehouse, you will receive a shipping confirmation email with your tracking number.  You can click on the tracking number on this e-mail to view your shipment’s progress. You can also easily follow your order on its way to you, by entering your tracking number at the courier’s website.

The days for your package to arrive depends on what delivery service you choose, see the different alternatives below.

Postnord (only in Sweden): 2-5 working days

UPS Basic (Worldwide): 3-7 days

UPS Express: 1-2 working days within Europe, US, UK, Norway. 2-3 days to the rest of the world.

All items are insured against theft and accidental damage whilst in transit from the Chimi Eyewear warehouse to the shipping address. Once your items have been delivered to the specified delivery address and signed for, they are no longer covered by insurance.

We currently deliver worldwide, at the checkout you will be able to choose your shipping country.

No, you can choose to have different addresses for shipping and billing.

Unfortunately we cannot ship to P.O. boxes, APO, FPO or freight forwarding addresses.

We offer free shipping worldwide. For express delivery, please see the price at the checkout. 

Customs

When ordering within EU, all additional charges such as VAT/tax and duties are included in the given price.

When ordering outside EU, all prices exclude VAT/tax and duties.

Please note that in case of an order is shipped to a delivery address outside the EU, you may be subject to import duties and taxes, which are collected when the shipment reaches your delivery address. You will be responsible for payment of such import duties and taxes. It should be noted that CHIMI has no control over these charges and, since these charges are different for different countries, CHIMI cannot predict their amount. CHIMI advises you to contact your local customs office for further information

Payment

We offer different payment methods in different countries. In all countries we accept credit cards, but in many countries we also offer PayPal and country specific payment methods. At checkout you will see what payment methods we offer in your shipping country.

Your personal online security is very important to us. To help ensure your shopping experience is safe, simple and secure we use Secure Socket Layers (SSL), the industry standard in transferring information to process your orders. When placing an order, you can immediately check the security validity by clicking the VERISIGN logo at checkout. To ensure your information is kept private, we do not process or store any payment information in our database.

When you place an order with us, we place an authorization on the form of payment you used and the funds are temporarily reserved for your purchase but you are not actually charged. When your order has been dispatched, we will capture the funds from your account.

If your order attempt was declined, this can often be due to your bank. We suggest that you contact your bank or card-issuing company to ask if they have any kind of block on your card. If you receive another error message, please contact our customer care team.

When ordering within EU, all additional charges such as VAT/tax and duties are included in the given price.

When ordering outside EU, all prices exclude VAT/tax and duties. Price also excludes costs for physical inspection at customs in countries where this is required. Please note that we cannot undervalue orders, or mark them as a gift.

Customs policies vary from country to country – please contact your local customs office for further information. Note that sometimes custom agents may delay delivery of some packages.

Unfortunately we currently do not offer tax refunds online.

Pre-orders

The estimated shipping date is noted on the product page and in the checkout process.

When you place an order with us, we place an authorization on the form of payment you used and the funds are temporarily reserved for your purchase but you are not actually charged. When your order has been dispatched, we will capture the funds from your account.

If you order products that are in-stock along with pre-order items, you will receive multiple shipments: we will ship you the in-stock item as soon as possible, and the pre-order item when it becomes available.

If you order more than one pre-order item, and they have different shipping dates, they will be sent together at the later shipping date.

You always have the opportunity to cancel your order before it has been shipped.

Our regular return policy applies to pre-order items. You will have 14 days from when you receive the last item from your order to return any items from your order.

Returns and exchanges

Simply click the link you received when ordering via text or go to the app and click on your order, and then “book a return” and choose a pick-up time. Pack the gods and then choose to leave the return outside your door or hand it over to the driver personally. You do not need to print a shipping label.

Consumers have the right to return the product within 14 days from receiving the order. The right applies only in case that the product and its original packaging can be returned in the same condition as when received. Return shipping is paid by the consumer, 5 € (approximately 49 SEK, 5 $, 5 £, 7.5 AUD).

Use the return label that comes with your order. We recommend you to keep your shipping receipt until you have recieved your refund. Make sure to fill in the return form (Return form – Download now) and place it together with you sunglasses you wish to return.

The refunded amount will be payed out from us directly when we have received the product. Please note that the return fee will be extracted from the returned amount of your sunglasses. The amount will be visible at your payment method within a few business days

FOR CONSUMERS OUTSIDE OF THE EU

In case you return your product in order to receive a refund, and you do not pay the custom fees in advance. CHIMI reserve the right to deduct the custom fees from your money, before completing the refund.

Example: your product (99$) – custom fees (25$) = refunded amount (74$).

When shopping at Chimi, you always have 14 days from the day your order arrived, to return ut. Unfortunately, you can not change your item, since the stock balance changes so quickly. Ff you want another item you will have to place a new order and return the old one.

Make sure to fill in the return form, recieved with your package. 

Once your product is received, the new product will be sent out.

FOR CONSUMERS OUTSIDE OF THE EU

In case you return your product in order to receive a refund, and you do not pay the custom fees in advance. CHIMI reserve the right to deduct the custom fees from your money, before completing the refund.

Example: your product (99$) – custom fees (25$) = refunded amount (74$).

You have the right to claim a faulty product within 1 year from the date of purchase. Replacement items for faulty or damaged items are sent as soon as possible without any extra costs. In order to help you in the fastest and smoothest way possible, please contact [email protected] for further help.

Please specify if you want a refund or a new item. If the claimed item is currently out of stock we will refund the item and the shipping cost.

For security reasons, we do not save your payment information in our database. Therefore, you are not able to exchange an item for a more expensive one. Items can only be exchanged into products for the same price. Items cannot be exchanged for less expensive items either.

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