Customer Service & FAQ
Last updated: 17 June 2026
Welcome to InChicMe Customer Service. We support orders shipped from China to Europe and beyond. Below are answers to common questions. For anything not covered here, email support@inchicme.com.
Contact details
Email: support@inchicme.com
Website: https://inchicme.com
Support hours: Monday–Friday, 09:00–18:00 CET (Central European Time), excluding public holidays.
Typical response time: 1–2 business days. Complex cases (customs, carrier investigations) may take longer.
Language: we provide support in English. Include your order number in every message.
FAQ — Orders & payment
Q: How do I place an order? A: Add items to cart, select your region/country, enter shipping details, and pay via PayPal (or methods shown at checkout).
Q: Which payment methods do you accept? A: PayPal and any additional methods displayed at checkout. We do not accept direct bank transfer for online orders unless explicitly offered.
Q: Is my payment secure? A: Payment is processed by PayPal; we do not store your card details.
Q: Can I cancel my order? A: Email us before dispatch. Custom-made items may not be cancellable once production starts.
Q: Will I receive an invoice? A: Order confirmation email serves as receipt. Contact us if you need additional documentation.
FAQ — Handmade products & photos
Q: Will my item look exactly like the photo? A: No — and that is intentional. Each piece is handmade. Colour, stitch placement, texture, and minor dimensions may vary. See our Terms of Sale Section 2.
Q: Is variation a defect? A: No. Normal artisan variation is not grounds for return. Defects (e.g. broken stitching, holes, wrong item sent) are handled under our Returns Policy.
Q: Can I request a specific colour match? A: Contact us before ordering. We cannot guarantee exact colour matching for natural dyes and hand embroidery.
FAQ — Shipping & delivery
Q: Where do you ship from? A: China, directly to your address.
Q: How long does delivery take? A: Typically 7–15 business days after dispatch to Europe, plus 1–15 business days processing depending on the item.
Q: Do you provide tracking? A: Yes, when available — check your shipping confirmation email.
Q: Who pays customs fees? A: VAT is included for EU orders where shown at checkout. Other import charges are your responsibility unless stated otherwise. See Shipping Policy.
Q: My parcel is delayed — what should I do? A: Check tracking, allow time for customs, then email us with your order number if overdue per our Shipping Policy.
FAQ — Returns & refunds
Q: What is your return window? A: EU consumers: 14 days from receipt for eligible items. See Returns Policy for exclusions.
Q: Who pays return shipping? A: You do, unless the item is defective or we made an error.
Q: How long until I get my refund? A: Within 14 days after we receive and approve the return, to your original payment method.
Q: Can I exchange for another size? A: Return for refund (if eligible) and place a new order.
FAQ — Product care
Hand-embroidered items: dry clean or gentle hand wash only unless care label states otherwise. Do not bleach. Store flat or hung, away from direct sunlight.
Natural materials may soften and colours may mellow slightly with age — this is normal.
Account & privacy
View orders: Account → Orders (when logged in).
Update address or marketing preferences: Account settings or email us.
Data requests (GDPR): email support@inchicme.com. See Privacy Policy.