FAQs

This is the place where you will find any and all of those answers you've been looking for!

General

Information about the company and our partnerships

Çhanelia offers the latest trends in women's apparel at amazing prices. We offer free shipping on all orders and returns within 7 days of delivery. We're fast becoming the go-to destination for high-quality & affordable clothes & accessories online.

Glad you asked. Çhanelia is pronounced as "sha/nel/ya".

ÇHANELIA's headquarters is located in Knoxville, Tennessee.

We have multiple warehouses around the U.S; the main one is in Los Angeles, United States.

Account

Information about creating, managing, and using your online account

Yes. You can place an order as a guest with no obligation to create an account. However, we recommend that you create an account if you'd like to check your order history and have your shopping bag items, wishlists, and payment details saved for next time. You can also earn points and redeem rewards on every online order. It's quick and easy to create an account. Just visit "My Account" and follow the instructions on-screen.

Click on the account icon in the header and follow the instruction there.

Alternatively, you can follow this link.

Click on the account icon in the header and follow the instruction there.

Alternatively, you can follow this link.

Orders

Information about placing, managing, and canceling online orders.

You can place an order by adding some items to your bag and then proceeding to checkout. Follow the steps there, and you should receive an order confirmation once the order is placed.

You can apply discount codes directly at checkout. Under the order form, you should see a discount box you can use to fill in your discount code.

This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch by filling this form just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.

We apologize. The system server may be unresponsive due to maintenance or unforeseen outages. You can contact us and ask us to re-send you the confirmation email/text.

You cannot modify you order. Review your cart carefully before placing your order.

If you believe you made a mistake, contact us and we will edit the order as instructed.

*Note - we cannot modify an order once it ships.

You can cancel your order unless the order has shipped. We usually ship our items within 1-2 business days.

As of now, you have two ways to cancel your order:

A. Log in to your account, navigate to your recent order, and click "cancel order".

B. Contact us, and we will cancel your order if it hasn't shipped yet.

You can track your order in two ways:

A) We’ll provide updates at every stage of your order, from the moment you place it, through to dispatch and delivery. In your delivery confirmation emails, you’ll receive a tracking reference which you can use to check the progress of your order online.

B) Using our order tracking page.

Your order arrival time consists of two procedures:

1. Order process (picking, packing, quality check) = 1-3 business days.

2. Order delivery (shipping, delivery, and transit) = 5-8 business days.

Please get in touch if your order hasn’t been delivered according to the expected timescales, and we will check your order status.

Shipping

Information about the delivery process of your orders

We currently ship within the United States only.

We use USPS to ship your orders.

Shipping is totally free!

Your order ships in 1-3 business days,

*Note - shipping time is the time your order takes to leave our warehouse.

Typically, your order will be delivered within 5-8 business days.

*Note - transit time is the time the shipping courier takes to deliver your order.

Billing

Information about payments and charges.

Affirm

Afterpay (coming soon)

Amazon

American Express

Apple Pay

Diners Club

Discover

Elo

Four

Google Pay

ICB

Klarna

Mastercard

QuadPay

PayPal

Sezzle

Shop Pay

Venmo

Visa

Loyalty Program

Information about joining, using, and monitoring our loyalty rewards program.

Our loyalty program is a great way to reward customers that choose to purchase our products regularly. You can earn, redeem, and monitor your points in your account's dashboard.

Yes, it is 100% free!

For new customers

Create a new account here and you will be automatically enrolled. You can then view your rewards panel here.

For existing customers

Being a customer automatically enrolls you in the loyalty program. Login to your account and then you can view your rewards panel here.

As soon as you create an account with us, you will receive a welcome bonus. Then, you can follow the simple steps provided in your panel to earn more.

You can redeem your points as long you have sufficient points for your next reward. Navigate to your rewards panel and click on the "redeem points" button and follow the steps there.

Your points balance will be visible in your rewards panel.

There are multiple scenarios in which you may not be able to redeem your points for rewards.

A. You don't have sufficient points. You need to earn more points in order to meet each reward's requirement.

B. You are redeeming points on illegible products. Final sale and exclusive items cannot be redeemed by points.

C. Some of the items you have in your cart may have been sold out or removed. Refresh your page to fix this problem.

D. Your account may have gotten blocked. Our systems work around the clock to stop unverified activities, if the problem persists, contact us with any information you have,

Gift Cards

Information about buying, sharing, and using your e-gift card.

Yes, we do. These are issued electronically by email, and each contains a unique reference number. Our gift vouchers are ideal if you’re not sure what to get that particular person in your life. Buy a gift voucher instead for the value of $10, $25, $50, or $100.

Once you place a gift card order, you will receive an email containing the gift card and its unique code. When you are ready to checkout, enter the unique code inside the discount code box.

Don't worry, the server has its ups and downs too. Find your order confirmation email and click the link "Resend gift cards". That should send you another email containing your purchased gift card.

Yes, you can.

Yes, provided there is still a balance remaining on the card.

Yes. A customer can redeem another gift card during checkout.

No, you can't use a gift card to buy another gift card.

Yes, gift cards are applied to the final order total which includes shipping and taxes.

Yes, gift cards are a form of payment.

No, gift cards can't be used to pay for orders that include subscription products.

Gift cards are refundable unless they've been used.

No, you can't reload a gift card.

Up to this moment, you can't check your own gift card balance. Contact us and we will notify you of the outstanding balance.

Notify us here immediately as gift cards are considered currency.

We will try to re-send you an email containing your gift card, but if we can't, then we have to cancel your gift card and re-issue a new one with the outstanding balance as we have no access to your gift card unique code.

You are the only one who has access to your gift card's unique code, so keep it safe.

Returns & Exchanges

Information about returning or exchanging your items.

You can absolutely return and exchange your item to us within 30 days after receiving it, as long as it’s eligible for a return, undamaged, unused, and contained in its original packaging with all tags and labels attached. 

If you’re unsure about clothing sizes, we recommend contacting us and getting help from our experts.

To be eligible for a return, items must meet all the requirements:

1. Not on sale.

2. Not an exclusive item.

3. Returned within 30 days of delivery.

4. You are located within the 48 contiguous states.

5. All tags and labels are available and placed inside the package.

You can do so by completing this form.

This depends on the carrier or shipping method that you choose when returning your item. Once we receive your return, we’ll notify you by email. We aim to process refunds within three days after receiving the item in our warehouse. Still, it can take several days for your bank or credit card provider to process the refund into your account or onto your card.

We send return notes by email. If you can locate the email that we sent you, print off a new one. If you can’t find this email, please get in touch and ask for it to be resent to you.

In the rare event that your order arrives damaged or faulty, please take photos of the product in question and email our customer service team with the details. We’ll respond within 48 hours. If you don’t like the product for any reason, we’ll gladly accept it back as a return, providing it “as new” condition in its original packaging with all labels attached.