FAQs
Frequently Asked Questions
Everything you need to know about shopping with CHLOERA.
Orders
1. Do I need an account to place an order?
No. You may place an order as a guest where guest checkout is available.
If customer accounts are available, creating an account may allow you to:
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View your order history
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Check order information more easily
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Save certain information for future purchases
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Manage account preferences
Account features may vary depending on the services currently available on chloera.com.
2. How do I know if my order was successfully placed?
After completing checkout, you should receive an order confirmation at the email address provided during checkout.
If you do not see the confirmation email, please check your spam or junk folder.
If you still cannot locate it, contact:
Please include your name and the email address used during checkout.
3. Can I change or cancel my order?
We begin preparing orders as soon as reasonably possible.
If you would like to request a change or cancellation, please contact:
as soon as possible after placing your order.
We will make reasonable efforts to accommodate your request. However, once an order has entered fulfillment or has been transferred to a shipping carrier, we may no longer be able to modify or cancel it.
Once an order has shipped, the applicable return procedure generally applies.
4. I entered the wrong shipping address. What should I do?
Please contact us as soon as possible at:
If your order has not yet entered fulfillment, we may be able to update the shipping information.
Once an order has been processed or transferred to a shipping carrier, we cannot guarantee that the address can be changed.
Customers are responsible for providing complete and accurate shipping information during checkout.
Payments
5. What payment methods do you accept?
Available payment methods are displayed during checkout.
Depending on your location and the payment services currently supported by our store, available options may include major credit or debit cards and other supported payment methods.
Please refer to the checkout page for the most current payment options available for your order.
6. Is checkout secure?
CHLOERA uses supported ecommerce and payment technologies designed to provide a secure checkout experience.
Payment information may be processed directly by Shopify and/or supported third-party payment providers.
We take reasonable measures designed to protect customer information, but no online transaction or electronic system can be guaranteed to be completely secure.
For more information about how personal information is handled, please review our Privacy Policy.
7. What currency are orders charged in?
The currency applicable to your order will be displayed on chloera.com and during checkout.
If your payment method is issued in a different currency, your bank, card issuer, or payment provider may convert the transaction according to its applicable exchange rate and may charge additional conversion or international transaction fees.
CHLOERA does not control exchange rates or fees charged by your financial institution.
Shipping & Delivery
8. When will my order be shipped?
Orders are processed after payment has been successfully authorized and the order has been accepted.
Processing times may vary depending on:
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Product availability
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Order verification
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Payment or security reviews
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Weekends and public holidays
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Promotional periods
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Periods of unusually high demand
For the most current processing and delivery information, please review our Shipping & Delivery Policy.
9. How long does delivery take?
Delivery times vary depending on the destination, shipping service, carrier operations, customs procedures, weather, local delivery conditions, and other circumstances.
Any delivery timeframe shown on our website or provided by a carrier should be treated as an estimate unless expressly stated otherwise.
Please review our Shipping & Delivery Policy for additional information.
10. How can I track my order?
Once your order has been shipped, you may receive a shipping confirmation email containing tracking information where available.
Tracking information is provided by the applicable shipping carrier and may not become active immediately.
If you have difficulty locating or using your tracking information, contact:
Please include your order number.
11. Why has my tracking information not updated?
Carrier tracking systems may not update continuously.
A package may still be moving through the shipping network even when no new tracking event is displayed.
If tracking has not updated for an extended period or you believe there may be a problem with your shipment, please contact:
12. Can products from the same order arrive separately?
Yes.
Depending on product availability and fulfillment arrangements, items within the same order may occasionally be shipped separately.
This means you may receive:
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Multiple packages
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Multiple tracking numbers
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Packages arriving on different dates
If part of your order has arrived and another item is still in transit, please check the tracking information associated with the remaining shipment.
Delivery Issues
13. What should I do if an item is missing from my order?
If you believe an item is missing, first check whether your order has been divided into multiple shipments.
If the item is not included in another shipment, please contact:
Please provide:
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Your order number
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The name of the missing item
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A brief description of the issue
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Photographs of the package where relevant
Our Customer Care team will review the information and provide the appropriate next steps.
14. What should I do if my package is marked as delivered but I cannot find it?
If the carrier marks your package as delivered but you cannot locate it, please check:
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Around the delivery location
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With other members of your household
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With neighbors where appropriate
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With building management, reception, or your mailroom
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Any delivery photograph or notification provided by the carrier
If you are still unable to locate your package, contact:
Please include your order number and tracking information.
15. What should I do if my product arrives damaged or incorrect?
Please contact us as soon as reasonably possible at:
Please provide:
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Your order number
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A description of the issue
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Clear photographs of the product
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Photographs of the packaging where relevant
Our Customer Care team will review your request and provide the appropriate next steps.
Returns & Refunds
16. Can I return my order?
Eligible products may be returned in accordance with our Return & Refund Policy.
Return eligibility may depend on factors such as:
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The applicable return window
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Product condition
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Original packaging
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Signs of use
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Product category
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Any hygiene or safety restrictions where applicable
Please review our Return & Refund Policy before sending any product back.
17. How do I request a return?
Before returning any product, please contact:
Please include your order number, the product you would like to return, and the reason for your request.
If your return is accepted, we will provide the applicable return instructions.
Please do not send a return without first receiving return instructions from CHLOERA.
18. How will I receive my refund?
Approved refunds are generally issued to the original payment method used for the purchase.
After a refund has been issued, your bank, card issuer, or payment provider may require additional processing time before the refund appears in your account.
CHLOERA does not control financial-institution processing times.
Products
19. Where can I find product dimensions, materials, and usage information?
Please review the applicable product page before placing an order.
Where relevant, we aim to provide information such as:
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Product dimensions
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Materials
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Features
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Intended use
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Package contents
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Care or usage instructions
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Other relevant product information
Minor variations may occur where reasonably expected due to manufacturing, packaging updates, screen displays, or product improvements.
20. Are product colors and appearance exactly the same as shown online?
We make reasonable efforts to present product photographs and colors accurately.
However, the appearance of a product may vary slightly because of:
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Screen settings
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Device displays
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Lighting
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Photography
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Manufacturing variations
Minor differences do not necessarily indicate that a product is defective.
Customer Support
21. How can I contact CHLOERA?
For questions regarding products, orders, payments, shipping, delivery, returns, refunds, or other matters related to your purchase, please contact:
Email:
support@chloera.com
Phone:
+86 159 1388 3090
If your enquiry concerns an existing order, please include your order number so we can assist you more efficiently.
Company Information
Brand:
CHLOERA
Company Name:
Hubei Youhangda E-Commerce Co., Ltd.
Company Address:
Room 705, 7th Floor, E-Commerce Industrial Park, J4 Building, Special No. 1, Ditian Industrial Park, Economic Development Zone, Yangxin County, Huangshi City, Hubei Province, China
Unified Social Credit Code:
91420222MAEX560734
Contact Information:
+86 159 1388 3090
Email:
support@chloera.com
Website:
chloera.com
Still Need Help?
Our Customer Care team will be happy to assist you.
Email: support@chloera.com