Frequently Asked Questions
How can I get in contact with your customer service team?
- You may contact customer service via e-mail at [email protected]
- Please refrain from DMs on instagrams.. it takes longer for us to see in and respond.
I emailed your customer service team. When should I expect a response?
- Please, allow us 24-48 hours to receive a response.
Why is the shipping fee $11?
- Due to signing for packages the fees of USPS have increased
Do you offer refunds?
- No, We don't offer refunds but there are exceptions that vary! You can make an exchange if you are having issues with your item.
What happens if my package is returned to sender?
- Your package can be shipped back out to you upon receiving. However, you will be responsible for a reshipment fee before your package can be sent back out to you.
How can I find out about product restocks?
- Most of our updates are posted on instagram @chyscandy .To also be informed please subscribe to our website for updates on our products and you will receive notification by email.
How can I cancel my order?
- We know how important your order is, so we aim to fulfill orders as quickly as possible! Any order that is already fulfilled may not be cancelled or changed once it has been placed, you are welcome to return your items in accordance with our return policy once your order has been delivered to you.
My order was confirmed, but I just received an email that states I received a refund. What does this mean?
- One or more of your items may have sold out since your order was processed. But don’t worry, The rest of your order is on its way and you have been refunded for the cost of the out of stock item(s) minus any applicable discount codes used on the order.
I forgot to use my discount code while checking out. Can I apply it after my purchase?
- Orders that have already been placed cannot be changed and discounts cannot be added after a purchase has finalized. Instead, please use your code on your next purchase!
My order keeps canceling. Why is that?
- Unfortunately the system will automatically cancel an order for different reasons. It’s totally out of our control. You can try the options of: making sure the billing and shipping address are the same, trying a different payment method or try checking out with PayPal. Hopes this help!
My package says delivered but I I didn't receive it.
- We have shipped your order. Once your item is with the carrier it is out of our control please contact the carrier or post office for any updates or information regarding your delivery.