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: 3-5 days

UPS Express: 1-2 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.


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 where does Chimi Eyewear deliver?

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


Can I ship my order to another country?

You can ship your order to another country by choosing that country as shipping country at the bottom of the site. You can still fill out your billing address in the correct country. 


How much duty and tax will I have to pay?

Unfortunately we cannot estimate how much duties you will pay. If your order is shipped Delivery Duty Paid (DDP) you will not have to pay any duties, but if the order is shipped DDU your local customs should be able to estimate the price. Kindly note that for orders in the US we are obligated to collect state sales tax in California and New York


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 and we will do our best assist you. 


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.


Can I claim a tex refund on a purchase made online?

Unfortunately we currently do not offer tax refunds online. Please contact our customer service for further information on how to proceed.


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 may be sent together at the later shipping date.


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

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.  For ease of return processing, we recommend only making one return shipment


Returns and exchanges
How do I return an item?

Returns

Pack your order according to the guidelines

Leave and pay your return shipping at your nearest post office

The refunded amount will be payed out from us directly. The amount will be visible at your payment method within a few business days

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.

We recommend you to pick a traceable and insured alternative, to ensure that the package reaches our warehouse fast, and that you receive your refund as soon as possible

Return address:

CHIMI AB

C/O Västberga Åkeri

Elektravägen 21

126 30 Hägersten Sweden

SWEDEN

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

Once your product is received, your money will be refunded.

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 

  • Pack your order as it was packed once received.
  • Leave and pay your exchange shipping at your nearest post office. 
  • The new product will be sent out as soon as we receive the exchanged one.
  • The flat rate will be transferred from us when we receive the package, and the money will be visible at your payment method within a few business days.

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.

A flat rate will be payed out to the payment method that you used when completing your purchase. The flat rate is supposed to cover the shipping costs, for the delivery that is arranged by the consumer. If the flat rate does not cover the shipping costs, the consumer will have to pay the difference personally.

The flat rate is depending on your country of residence. List below;

- Scandinavia: 6€ (7$)

- Europe: 8€ (10$)

- ROW: 12€ (15$)

Exchange address:

CHIMI AB

C/O Västberga Åkeri

Elektravägen 21

126 30 Hägersten Sweden

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 visit our contact page for contact information.


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 the same style but a different size, i.e., items cannot be exchanged for less expensive items either.


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

You can contact us either by email or live chat. Our email address is: hello@chimieyewear.com


Need help?

For any inquiries please contact us by email or chat. We’ll get back to you as soon as possible.