FAQ

Orders & Payment


Placing An Order

Once your order is placed, you will receive an order confirmation email from us. You will receive a shipping confirmation email with your tracking number once your order has been shipped. Orders are subject to verification and acceptance before shipping. We are not responsible for typographical errors.

If you prefer not to place your order online, you may contact customerservice@chanluu.com to assist you with placing an order over the phone.


Payment Methods

We accept all major credit cards: Visa, MasterCard, American Express, JCB, PayPal and Google Pay. We also accept Chan Luu e-gift cards online. 


Sales Tax

Applicable sales tax will be charged on total merchandise, including shipping & handling fees on all orders shipping to California, Georgia, Texas, and New York addresses.


Forgotten Passwords

If you have forgotten your password, you can retrieve it here.



Shipping


Domestic Shipping

U.S. customers are eligible for free FedEx Smartpost Standard shipping on orders over $75, and may upgrade their shipping to FedEx Home Delivery, FedEx 2-Day or Standard Overnight at an additional cost.

Orders placed Monday through Friday (excluding holidays) will be processed and shipped within 1-2 business days once credit card authorization and verification have been obtained. Orders placed after 9:00 AM PST (Pacific Time) or Saturday and Sunday will ship the next business day. All customers will receive a confirmation email with tracking information when the order has shipped. Orders submitted before 9:00 AM PST (Pacific Time) with Standard Overnight or FedEx 2-Day shipping methods selected will ship the same business day. FedEx Ground shipments to addresses in the 48 contiguous U.S. States take within 3 to 5 business days (delivery to Alaska and Hawaii within 3 to 8 business days). Please Note: Saturday and Sunday deliveries are not available.

All orders are shipped via FedEx (US and International).


Smartpost Standard Will arrive in 8-10 business days
Home Delivery Will arrive in 3-5 business days
Two-Day Will arrive in 2 business days
Overnight Will arrive the following business day

If you have any questions about delivery times please contact customerservice@chanluu.com.


International Shipping

All international orders are shipped via FedEx International Economy.

International customers are eligible for free FedEx International Economy shipping on orders over $150. International orders do not qualify for Free Return Shipping.

All orders shipping internationally are subject to additional shipping charges based on taxes, tariffs and duties put into place by that country. All fees are to be paid for by the customer at the time of delivery. Chan Luu, LLC. does not have information on customs or duties and cannot estimate these charges. Please check with the proper local authorities before placing an order. Chan Luu, LLC. is not responsible for non-paid import taxes, nor will Chan Luu, LLC. issue any refunds or exchanges for deliveries that have been refused for non-payment of import taxes.

Your privacy is important to us and we care about how information regarding your order is used and shared. Please note that we provide certain order, shipment and product information to our international carriers, and this information may be communicated to customs authorities to facilitate customs clearance and comply with local laws.

When orders shipped internationally reach the destination country, they may be subject to customs clearance procedures which can cause delays beyond original delivery estimates.


Shipping Rates

Shipping rates are calculated at checkout after entering the shipping address. All shipping charges are non-refundable, no exceptions.


P.O. Boxes

At this time, we do not accept PO Boxes for delivery.


Signature Requests For Delivery
To ensure the security of your purchase, a signature is available for delivery. If for any reason you are unavailable to sign for your purchase, FedEx will make several delivery attempts.

 

Refused Shipments

If you refuse a shipment, you are responsible for the original shipping charges, any import fees that are incurred on the package, and the cost of returning the package to Chan Luu, LLC. This amount will be deducted from your merchandise refund.


Tracking A Shipment

After your online order has been processed and shipped, you will receive an email providing the tracking number as well as information on how to track your package.



Returns & Exchanges


Return Policy

If you are not completely satisfied with the item(s) you received, you may return your purchase for a full refund within 30 days of the invoice date. Original shipping charges are non-refundable. Items returned must be in original condition with tags attached and be returned in original packaging. Items must be unworn, unaltered, and unwashed. We reserve the right to deny a refund, exchange or store credit if the item(s) returned are not in original condition or do not meet our quality standards. Requests for refund or exchange of merchandise purchased must be accompanied by the original receipt. All sale items are FINAL SALE and may not be exchanged or returned.


Returns - For U.S. Orders Over $75

U.S. orders over $75 qualify for Free Return Shipping. If your order qualified for Free Return Shipping, your order will include an additional Return Form with instructions and a pre-paid FedEx Smartpost shipping label for your convenience. You can download a new Return Form here.


Returns - For U.S. Orders Under $75

U.S. orders under $75 do not qualify for Free Return Shipping.


Returns - For All International Orders

International orders do not qualify for Free Return Shipping.

All orders shipping internationally are subject to additional shipping charges based on taxes, tariffs and duties put into place by that country. All fees are to be paid for by the customer at the time of delivery. Chan Luu, LLC. does not have information on customs or duties and cannot estimate these charges. Please check with the proper local authorities before placing an order. Chan Luu, LLC. is not responsible for non-paid import taxes, nor will Chan Luu, LLC. issue any refunds or exchanges for deliveries that have been refused for non-payment of import taxes.

Our return address is:

CHAN LUU, LLC
ATTN : ONLINE RETURNS
818 S. BROADWAY, 6TH FLOOR
LOS ANGELES, CA 90014

You must include the original Packing Slip with your Return. If the original Packing Slip is not available, you can download a Return Form.

Please drop off your Return at your nearest USPS or FedEx store. Chan Luu, LLC. is not responsible for shipping fees or lost returns. Please obtain a tracking number for your records.


Refunds

Once we receive your return and confirm that its condition is acceptable, we will process your refund in the original form of payment within 5-7 business days. Original shipping charges are non-refundable. All sales taxes will be refunded. You will be notified via email to the email address listed on your account when the refund is applied. Your bank may require additional days to process and post the refund transaction to your account.

Gift card purchases will be refunded in the form of store credit.


Restocking Fee

Any customized orders that are returned are subject to a 20% restocking fee.


Exchanges

We do not offer merchandise exchanges. If you would like one Chan Luu item in place of another, simply return your original purchase by following the above return guidelines and place a new order for the item that you would like.


Incorrect or Defective Item

If you receive an incorrect item or if the merchandise was damaged or defective, please contact customer service at 1-877-242-6588 or by email at customerservice@chanluu.com.



Rewards


Rewards

Your Chan Luu Rewards are activated in your Chan Luu account 30 days after the original purchase date. Chan Luu Rewards cannot be applied to existing orders.

Your Rewards may be redeemed 30 days after original purchase date by logging into your account and converting your points into voucher codes. Voucher codes can then be applied at checkout.

Rewards may be redeemed only for merchandise purchased at chanluu.com. Rewards may not be redeemed for cash or be used to purchase gift cards. Chan Luu Rewards are not transferrable. Chan Luu, LLC. reserves the right to adjust your rewards for returns. Other restrictions may apply.



Gift Cards


E-Gift Cards

E-gift cards can only be used on Chanluu.com and are not valid in-store.

To make a purchase, simply enter the code on your gift card at checkout. Any remaining balance will remain on your card and can be used at a later date.

If a gift card is associated with a customer account, then the customer can check the balance by using the link provided in the gift card email. For customers without accounts, contact customerservice@chanluu.com and we can send you your remaining balance.

 

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