CHICREEN / Customer care
Customer care
One contact point for samples, custom production, bulk orders and delivery issues.
Include your order or inquiry reference, model, affected quantity, description and photos. If you do not yet have a reference, explain your request.
Contact customer care ↗A sample is not the right fit
Tell us which size, feel, grit or packaging needs to change and whether you want a different option.
Review the selection first, then agree replacement sample costs and dispatch. Any sample fee refund or credit follows the sample order agreement.
Quality or specification issues, wrong or missing items
Send the order reference, model, affected quantity and clear photos. Compare against the approved sample or written specification.
After checking the discrepancy, discuss an applicable replacement, replenishment, rework or refund and confirm scope and costs in writing. Quality issues with customized products can also be raised.
Damage in transit
Keep photos of the outer carton, label, packaging and damaged items, plus the receipt date.
Review packaging and shipping records, then coordinate with the carrier and supplier. Responsibility and costs follow the order and shipping agreement.
A delivery delay
Include the order reference, agreed date and your actual required date.
Check current progress and explain feasible adjustments. Expedited shipping, split delivery or cancellation depend on the order stage and agreed costs.
Changes or cancellation
Send your order reference and requested artwork, quantity or other changes as early as possible.
Check artwork approval, material purchases and production status before confirming what can change and any costs already incurred.
Returns, exchanges or refunds
Contact us first to agree an applicable resolution and keep the items and packaging.
Confirm the return address, quantity, shipping method and cost allocation before sending goods. The resolution will state any refund amount, method and expected processing time.
A US sample dispatch location is not automatically a return address. Confirm the recipient before shipping.
This page explains the handling process. Refund eligibility, claim windows, costs and processing times are agreed in writing for the order; no universal refund period or unconditional return promise is stated here.