Chinese Laundry

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Frequently Asked Questions

GENERAL COMPANY QUESTIONS

 

I NEED HELP, WHO DO I CALL?
Wondering about the fabric in a shoe? Questions about shoe size? Need details on the best shoe for your evening? Want to place an order over the phone? On US orders, our Internet Customer Service reps can place an order for all products available online. Questions about back orders? Need information about crediting your account? Want to verify that your online order was processed? Call Internet Customer Service at (888) 935-8825 Monday through Friday, 9am-5:00pm Pacific Time.

Corporate Office
3485 S. La Cienega Blvd
Los Angeles, CA 90016

For International orders, all support is handled by our partner, International Checkout. Click here for contact on all Intl support questions and issues.
DOES CHINESE LAUNDRY HAVE A CATALOG?
At this time we do not have one available.
DOES CHINESE LAUNDRY HAVE ANY STORE LOCATIONS?
We now have five retail stores located at:

Westfield Culver City
6000 Sepulveda Blvd
Suite 1670
Culver City, CA 90230  google map   
Store Hours: Mon.-Fri. 10:00am-9:00pm, Sat. 10:00am-8:00pm, Sun. 11:00am-7:00pm
(310)390-8500

The Shops at Mission Viejo
808 The Shops At Mission Viejo
Mission Viejo, CA 92691  google map   
Store Hours: Mon.-Fri. 10:00am-9:00pm, Sat. 10:00am-7:00pm, Sun. 11:00am-6:00pm
(949) 347-8711

Miracle Mile Shops
3663 Las Vegas Blvd South, Suite 20
Las Vegas, NV 89109 google map   
Store Hours: Sun.-Thurs. 10:00am-11:00pm, Fri.-Sat. 10:00am-Midnight
(702) 836-9707

Fashion Show Mall
3200 Las Vegas Blvd South, Suite 1780
Las Vegas, NV 89109 google map   
Store Hours: Mon.-Fri. 10:00am-9:00pm, Sat. 10:00am-9:00pm, Sun. 11:00am-7:00pm
(702) 369-3114

Topanga Westfield Mall
6600 Topanga Cyn Blvd, #99C
(between Victory & Vanowen, Topanga Cyn Blvd and Canoga Ave)
Canoga Park, CA 91303 google map   
Store Hours: Mon.- Sat. 10:00am-9:00pm,  Sun. 11:00am-7:00pm
(818) 888-1100

CHINESE LAUNDRY footwear can be found at major department and specialty stores including Macy's and Nordstroms.
PRODUCT INFORMATION

 

DOES CHINESE LAUNDRY MAKE SHOES IN SMALL AND LARGE 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.
CUSTOMER INFORMATION

 

WHO CAN I CONTACT IF I HAVE QUESTIONS REGARDING CHARGES TO MY ACCOUNT?
For US orders, if you have a question regarding credit card charges related to your online order please contact customer service by clicking here or call our Internet Customer Service department at (888) 935-8825 . Most inquiries take less than 1 business day to be processed.

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.
ONLINE ORDERS

 

WHAT IS CHINESE LAUNDRY'S POLICY FOR RETURNING ITEMS BOUGHT ONLINE?
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. Merchandise purchased online must be returned to the website and can not be returned or exchanged at a Chinese Laundry retail store.

We guarantee against manufacturer's defects within 60 days of purchase. Regular wear and tear does not qualify. For International orders, click here for contact information on all issues regarding exchanges and refunds.
Shipping is non-refundable. 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 to shop online at www.chineselaundry.com. 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 only. 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.
HOW WILL I KNOW IF MY ORDER HAS GONE THROUGH?
You will receive an automatic online order confirmation via email if your online order was 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 4 business days before an item ships from the warehouse. This includes express shipping orders!
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 clicking here 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 clicking here 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.