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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 estimated delivery time at checkout.

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.

The shipping price may vary depending on your postal code, 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,  International shipping costs does not include import taxes and duties excluding the United States.

This means, that if 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.

Kindly note, that all Chimies are FDA regulated items meaning that higher import duties might be added.

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.

** If you would like to order from us and not receive additional taxes, kindly use our Customs insurance. With this insurance, all charges will be included.

Payments

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

Interest-free payments. With the Pay in 4 service from Klarna you can split the cost of your purchase into 4 fixed payments, paid every 2 weeks. No interest. No catch.

Klarna Privacy policy USA:

https://www.klarna.com/us/legal/

https://www.klarna.com/international/privacy-policy/

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

Please go to our returns page and follow the instructions.

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