WELCOME TO CHIMI!

Faq Sections

Ordering Online
How do I cancel my order?

You cannot cancel your order yourself but we can of course help you. The order can only be canceled 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 shipped, you must return it for a refund instead. Please contact customer service for assistant. 


I've added the incorrect shipping address, how do I change it?

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.


How do I track my order?

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.


How many days does it take for my order to arrive?

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: 3-7 days

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


How do I collect my order?

Orders shipped to Sweden are shipped with PostNord and will be delivered to your nearest service point. You will be informed when the package can be collected.

For orders shipped with UPS, it depends on which shipping option you choose. Delivery to your nearest service point or home delivery.


Is my package insured?

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


To which countries does Chimi ship?

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


Does the billing address have to be the same as the delivery address?

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


How much duty and tax will I have to pay?

All prices shown on the CHIMIs website, www.chimieyewear.com, are including VAT, in accordance with the applicable legislation.

Please note that in case of an order is shipped to an 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.


Can I ship my order to a post office box, APO, or FPO address?

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


How much do I pay for shipping?

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


Payment
What payment methods does Chimi Eyewear accept?

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.


Is it safe to use my credit card online at Chimi Eyewear?

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 will I be charged?

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.


Why was my credit/debit card declined at checkout?

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.


Will there be any additional costs to my order?

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
When will my pre-order ship?

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


When will I be charged?

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.


What happens if I order in-stock and pre-order items?

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.


What happens if I order multiple pre-order items?

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.


What if I want to return a pre-order item?

You always have the opportunity to cancel your order before it has been shipped. If you wish to change the model to one that we have in stock, please contact hello@chimieyewear.com.

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
How do I return an item?

Returns

Chimi offers free returns. 

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.

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 attach your order number (NINE CAPITAL LETTERS) when returning your product. 

The refunded amount will be payed out from us directly when we have recieved the product. The amount will be visible at your payment method within a few business days

Return address:

CHIMI AB

C/O Selfgo Storage

Passadvägen 10 Port 1

177 70 Järfälla

SWEDEN

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$).


How do I exchange an item?

Exchanges 

Consumers have the right to exchange 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 Chimi.

Please write a note where you write down what model you would like to change for. 

Exchange address:

CHIMI AB

C/O Selfgo Storage

Passadvägen 10 Port 1

177 70 Järfälla

SWEDEN

Make sure to attach your order number (NINE CAPITAL LETTERS) when sending your product back for exchange.

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$).


I have received a faulty product, what should I do?

We will help you manage the shipment back to us, and make sure a new item is sent to you. Since we need to establish the details of the damage before we decide how to return the item, please do not send anything back to us without our knowledge and confirmation. Please contact us on hello@chimieyewear.com


Can I exchange for a more expensive product?

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.


Customer support
How do I contact Chimi Eyewear customer care team?

You can contact us by email. Our email address is: hello@chimieyewear.com