$5 FLAT RATE SHIPPING & FREE ON ORDERS OVER $75 1.310.945.NoSkype3299 0 0

FAQs

CUSTOMER SERVICE Contact Us My Account Order Status Shipping Info Returns & Exhcanges

Frequently Asked Questions:

 

 


 

WHERE ARE CHINESE LAUNDRY STORES LOCATED?

Click here for a list of our store locations.

 

DO CHINESE LAUNDRY SHOES COME IN EXTENDED SIZES?

Most of our styles start at size 5. Some of our shoes are currently made in size 11. All styles are medium width only. Please click here to view our shoe size conversion chart.

 

DOES CHINESE LAUNDRY OFFER PRICE MATCHING?

If you find a lower price on another website than what you paid on ChineseLaundry.com within 14 days of your purchase, please call (888) 935-8825 and we will gladly meet that price. The same style, material, color and size of the shoe in question must be in stock and available for purchase at the other website after ordering from ChineseLaundry.com. We reserve the right to contact the competitor's website to verify the lower price and availability of the shoe/shoes. This offer also applies to our corporate brands (CL by Laundry, Kristin Cavallari by Chinese Laundry, Elise and Dirty Laundry.) For exclusions and details on price matching click here.

 

WHO CAN I CONTACT IF I HAVE QUESTIONS REGARDING MY CREDIT/DEBIT CARD?

Troubleshooting Failed Authorizations and Payment Declines
To protect your security and privacy, your bank cannot provide Chinese Laundry with information about why your payment was declined. Because of this, you need to contact your bank directly to solve most payment issues.

Here are steps you can take to resolve payment issues:

  • Contact your bank about payment security policies. Your bank may flag any unexpected activity on your account. This includes first time orders and high value purchases, regardless of the amount of funds available (or credit limit). Your bank may require your verbal authorization to proceed with a transaction.

  • Contact your bank about daily withdrawal or purchase limits. Most banks have limits on how much money can be charged or accessed in a single day. If you exceed this daily amount, your bank may block your account from any further activity regardless of available funds in the account. Your bank may require you to request a higher purchase limit to complete the transaction.

  • Contact your bank about payment authorizations and reserved funds. When you place an order with ChineseLaundry.com, we contact your card's issuing bank to confirm that your credit card has a valid number, and has not been reported as lost or stolen. This is communicated via a full authorization for the amount of the purchase.
    If you make changes to your order, cancel items, or a multiple-item order ships in more than one shipment, your card may be authorized for each change and funds may be reserved against your account for each authorization.
    Some banks have been known to hold these authorizations for 7-10 business days. If your payment is declining due to lack of available funds, contact your bank to confirm if the reserved funds are authorizations, verify the amount of time they hold authorizations, and request that they remove any extra authorization to free up funds in your account. Verify the payment information entered on your order. Did your billing address change recently or did you get a new card with a new expiration date? If so, you will need to enter the correct information.

Contact your bank to resolve other payment issues even if:

  • You've successfully used the payment method on a previous order.

  • Part of your order has already charged and shipped successfully.

  • You have funds available in your bank or credit account to cover the order cost.

Chinese Laundry Customer Service can help you:

  • Verify if you entered your payment information correctly on your order.

  • Change the payment method on a new order.

    For International orders, all support is handled by our partner, International Checkout. Click here for contact on all support questions and issues.

 

HOW IS MY PERSONAL INFORMATION BEING USED?

For information about your privacy, please visit our privacy policy.

 

CAN I APPLY MORE THAN ONE COUPON TO MY ORDER?

No, you can only apply one coupon per order. Coupon codes are only valid at chineselaundry.com and not valid in retail stores unless otherwise stated.

 

WHAT IS THE RETURN POLICY?

Our goal is complete customer satisfaction. If for any reason you are unhappy with your purchase, your unworn items may be returned/exchanged within 30 days of the date printed on the receipt. Returns will be refunded in the original method of payment. Returns/exchanges will not be accepted after 30 days. All merchandise must be returned in the original packaging accompanied with a packing slip. Without the packing slip, a refund will be made in the form of an even exchange or a merchandise credit for the current selling price. Returns originally charged to a debit or credit card may be returned or exchanged in one of our Chinese Laundry stores. Purchases made on PayPal MUST be returned to our fulfillment center.

We guarantee against manufacturer's defects within 60 days of purchase. Regular wear and tear do not qualify. For International orders, click here for contact information on all issues regarding exchanges and refunds.

PLEASE SEND YOUR EXCHANGES/RETURNS TO:

Chinese Laundry
Web Returns
1251 S. Rockefeller Ave.
Ontario, CA 91761

RETURN SHIPPING is not included in the FREE SHIPPING PROMOTION. Customers electing to return their purchase for either a credit or exchange will be required to return the product at their own expense. No exceptions!

 

CAN I ORDER FROM CHINESE LAUNDRY IF I LIVE OUTSIDE THE UNITED STATES?

 

We now ship internationally through International Checkout to over 250 destinations, including APO / FPO and US Territories.

 

DOES CHINESE LAUNDRY SHIP TO PO BOXES?

We do not ship to PO Box addresses at this time. You must provide a physical shipping address.

 

WHAT METHODS OF PAYMENT ARE ACCEPTED AT CHINESE LAUNDRY?

You can use your Visa, MasterCard, American Express or Discover cards or PayPal to shop online. International orders may also use PayPal, SafetyPay, and International Credit Cards.


Please Note: Domestic orders must be paid for using a Domestically-issued (US) Credit Card. Int'l Credit Cards will not be honored for Domestic orders. To use an Int'l Credit Card for payment, you must choose the "International Checkout" option when checking out.

 

HOW IS SALES TAX ON MY ORDER CALCULATED?

CHINESE LAUNDRY charges sales tax for all online orders that are being shipped to locations in California, Missouri and Nevada. Other states are not charged at this time.


PLEASE NOTE that sales tax is calculated on the retail price of an item BEFORE any coupon discounts are applied. Some juristictions require us to tax shipping.

 

HOW WILL I KNOW IF MY ORDER HAS GONE THROUGH?

You will receive an automatic online order confirmation via email if your online order is accepted.

If you did not receive an email confirmation, either your email address was incorrect or there was an error in processing your order. If you were not taken to a receipt page after submitting your online order, then most likely your online order did not process correctly. If you are unclear about your online order status, please contact our Internet Customer Service representatives at (888) 935-8825, or click here to check your order.


For International orders, Click here for contact on all issues.

 

HOW LONG WILL IT TAKE TO RECEIVE MY ONLINE ORDER?

Customers living in the U.S. and U.S. territories should receive online orders within 7 to 10 business days. Express Delivery is also available. Please keep in mind it may take up to 5 business days before an item ships from the warehouse. This includes express shipping orders!

 

WHAT IS THE STATUS OF MY ORDER?

If you placed your order while signed in, you can login to your account and click on “order status” and get the latest information about your order. If you placed your order as a “guest” you may click on "order status" and enter your order number and email address to get the latest information about your order.

You will receive an email with tracking information once your order ships.

 

WILL UPS DELIVER MY PACKAGE IF I AM NOT AT HOME?

Shipments that do not require a signature can be left in a safe place, out of sight and out of weather, at the driver's discretion. This could include the front porch, side door, back porch, garage area, or with a neighbor or leasing office (which would be noted in a yellow UPS InfoNotice left by the driver).

 

HOW WILL I KNOW IF AN ITEM I'VE ORDERED IS ON BACKORDER?

On occasion, inventory shifts occur and an item may show as in stock or in limited quantities when it is actually out of stock In those instances you will receive notification by email or by phone of backorder status. If you wish to cancel your backordered item, call (888) 935-8825, or contact customer service by clicking here.

 

WILL MY ONLINE ORDER BE DELAYED IF ITEMS ARE ON BACKORDER?

We will ship all in-stock merchandise immediately and backordered items as soon as they become available. You will not be charged any additional shipping fees for backordered items once they are shipped.

 

HOW LONG WILL MY ONLINE ORDER STAY ON BACKORDER?

If you are not going to be receiving your merchandise within 20 days from the date of your online order, you will receive an email stating that you are still on backorder. At this time, you have the ability to either cancel your online order or to continue to wait. It is our policy to cancel any online order that has been on backorder for 30 days. If 30 days have passed and you have not received your merchandise and you still wish to have it sent, you have the option to extend your backorder status for another 30 days.

 

HOW DO I CANCEL AN ORDER?

In stock orders: Orders are authorized and processed real-time so canceling an in stock order is very difficult. If you need to cancel, please contact customer service by sending an email to cs@chineselaundry.com or call (888) 935-8825 as soon as possible after the order has been placed. If the order has already been processed, you will need to follow the Returns process to return the product for credit or exchange.


Out of stock/backorders: If you need to cancel and item/order that is out of stock or on backorder, please contact customer service by sending an email to cs@chineselaundry.com or call (888) 935-8825. Once your item/order has been cancelled, you will be notified via email via a cancellation confirmation. If for any reason your order is unable to be cancelled and has been shipped, you will need to follow the Returns process to return the product.