Given below are the frequently asked questions, incase of any questions please go through it once before writing to us because most of the questions have been answered here. Thank you for your support.
DO I NEED TO REGISTER BEFORE PLACING AN ORDER?
No, you don't. But you can easily create your own profile by creating a username and password. We recommend that you use your email address as your username, to make it easy to remember. Please make sure that your password is at least 6 characters.
HOW DO I REGISTER?
Click “sign in” at the top right of our website, and you will see a registration interface, then click the “REGISTER” button to enter your information..
WHICH INTERNATIONAL COUNTRIES DO YOU SHIP TO?
We ship orders all over the world. If you want to know more detailed information, please look at the dedicated “Shipping & Handling” page or consult our Customer Service staff.
HOW DO I TRACK MY PACKAGE AFTER IT HAS BEEN SHIPPED?
Once we provide you with the tracking number, you will be able to check the item delivery status online by accessing the website of the relevant shipping company.
HOW LONG DOES DELIVERY TAKE?
Flat Rate Shipping takes approximately 15 to 35 business days to reach destination countries. However, regional variations apply which are out of our control so we kindly ask our customers to be patient. a) For USA, Canada, Australia customers, it takes about 25 to 35 business days. b) For United Kingdom, France, Germany, Italy, Spain, and most other European Countries, it may take 25 to 35 business days. c). For customers in South America, it may take 25 to 35 business days. d). For all other countries, it may take 25 to 35 business days. . For Expedited Rate Shipping, we ship by DHL/UPS/IB depending on your location; the approximate shipping time is 10 - 15 business days.
ORDER PROCESSING INFORMATION
Orders are processed pending stock availability and payment/credit verification. Orders placed on Friday after 6 PM US CST (US Central Standard Time) will begin processing on the following Monday. GonChas.com will contact you with a follow-up email if the merchandise you have selected is not currently in stock or if we need additional information for credit verification. The delivery time does not include Sundays or public Holidays.
HOW ABOUT SHIPPING COST?
Generally, the total shipping cost will depend on the following: The shipment method you choose (we offer Flat Rate, Standard and Expedited Shipping options) The destination country that the package is going to How many items you order, and the total weight and volume (size) of the parcel.
WHAT IS YOUR RETURN POLICY?
Products with quality-related issues may be returned for a refund or exchange by first contacting Customer Service within 7 days of receiving your order. Buyers will be responsible for any return shipping fees incurred. GonChas.com will pay the shipping fee of the outward bound replacement item if you want an exchange. Please note that all returned items must be in brand new condition, unused/unworn and with all original tags, contents and packaging intact. For clearance products, discounted products and custom-made products, returns and exchanges are not accepted. Please see the relevant detailed information of the item when making the order.
HOW SOON WILL I RECEIVE A REFUND FOR MY RETURN?
We will process the refund after we receive your package, to confirm whether your items adhere to our Return Policy. Following confirmation, we will authorize the refund for you, this usually takes 3-5 working days for us to process following receipt of your package and we will send email notification. The payment method and policy of the respective payment providers determine when the refund will appear in your account balance.
IF I ORDER A WRONG SIZE, WHAT CAN I DO ?
You can send it back to exchange, however you are responsible for the shipping fee both ways. Usually the double shipping cost is more than the item price, so we strongly advise you to check the size information carefully when you make the order.
WHAT SHOULD I DO IF AN ITEM IS MISSING FROM MY ORDER?
First, please carefully check and review your order list to make sure whether the order was sent using only one package instead of a split delivery with more than one package. If items are sent separately, please be patient and wait for the rest of the split delivery to arrive. If all of the packages for the order have been delivered but you are still missing an item, please check the contents of all the sent packages very carefully, especially if it is a small item that can be misplaced. Please contact our Customer Service staff after you have confirmed that the item is definitely missing.
HOW DO I CHECK ON THE STATUS OF MY ORDER?
You may view the status of your order by logging into your GonChas account and clicking on My Orders to check on that status of your order.
HOW TO SHOP ONLINE?
Register/Login in——Choose the products —— Add the item(s) to your bag——Check out and finalize your bag——Pay for the order——Receive the order.
DO YOU RESTOCK ITEMS THAT ARE SOLD OUT?
Unfortunately we do not restock most of our items. To track when items are restocked, go to the item(s) which is out of stock and click the “Back in Stock Notice”. To review all of the tracked items, simply login and go to your account and check the Notify in Stock section to see which of the items have been brought back to our online store. You may also contact our Customer Service Team to confirm stock availability. This will require an item SKU number/product code.
CAN I MODIFY OR CANCEL MY ORDER?
If you have already paid for an order and want to cancel it, please contact our Customer Service Department at our dedicated Support Center as soon as possible. If you are not sure about an issue relating to your order or you wish to change it, please contact our Customer Service Department and put the order on hold while you decide. This will suspend the packaging process while you make changes. If the package has already been dispatched, then we are not able to cancel or change the order. If you wish to cancel an existing order because you are ADDING other products, there is no need to cancel the entire order. Simply contact our Customer Service Department at our dedicated Support Center and we will process the updated order; there is usually no additional fee for this service. Generally, if your order is at an early part of the processing stage, you may still be able to change or cancel it. You can ask for a refund or provide the payment as credit for future orders.
AN ITEM ADDED TO MY SHOPPING BAG WAS SUDDENLY SOLD OUT AT CHECKOUT. HOW IS THIS POSSIBLE?
The item is only reserved once your purchase is completed in the checkout. If an item is very popular, it might be available when you place it in your shopping bag, but sold out once you reach the checkout. An item added to your shopping bag is saved for 7 days, but availability cannot be guarantee.
WHAT DOES ONE SIZE MEAN?
It means that there is only one size available for the item, generally a medium size to fit the majority of customers. However, please note that a Medium in China is approximately a Small in Europe/USA. If you are not sure whether the clothing will fit, please refer to the product information for details or contact our dedicated Support Center with a pre-sale inquiry.
DO I HAVE TO PAY THE SALES TAX?
There are absolutely no sales taxes or any hidden charges to pay on the China side when you buy goods at GonChas.com. However when the goods are received, the recipient may have to pay some taxes on their local side. When you are buying from China, and the goods are delivered to your country, this is importing. The exact process in receiving goods will therefore usually be different from buying mail order products from online stores within your country.
DO I HAVE TO PAY THE CUSTOM TAX?
Depending on the specific country, some Customs offices charge tax on certain types of imported products at certain item quantities and declared values. Customs offices in other countries do not adopt this practice. You are responsible for finding out the situation in your own country. Whatever goods you order from GonChas.com, we will ship to you. We will not enforce any rules so it is up to you to make sure that what you are purchasing from us is acceptable to be imported into your country.
CANCELLATION BEFORE PAYMENT
If you have not paid for your order yet, then there is no need for you to contact us to cancel it. We do not process orders until a matching payment has been received for the order. If your order is more than a week old and is still unpaid, you will not be able to "reactivate" it by sending a payment because the prices of the individual items may have changed, along with the currency conversions and shipping rates. You will need to submit the order again with a new shopping cart.
WITHDRAWING AN ORDER AFTER PAYMENT
If you have already paid for an order and want to cancel it, please contact our Customer Service Department at our dedicated Support Center as soon as possible. If you are not sure about an issue relating to your order or you wish to change it, please contact our Customer Service Department and put the order on hold while you decide. This will suspend the packaging process while you make changes.If the package has already been dispatched, then we are not able to cancel or change the order. If you wish to cancel an existing order because you are ADDING other products, there is no need to cancel the entire order. Simply contact out Customer Service Department at our dedicated Support Centerand we will process the updated order; there is usually no additional fee for this service. Generally, if your order is at an early part of the processing stage, you may still be able to change or cancel it. You can ask for a refund or provide the payment as credit for future orders.
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