FAQs
Orders
How do I place an order?
Select the product, color, and size you would like, add it to your cart, and complete checkout using one of the available payment methods.
Please review your shipping address, contact information, product options, and order total carefully before submitting your order.
Will I receive an order confirmation?
Yes. After your order is successfully placed, an order confirmation will be sent to the email address provided during checkout.
If you do not receive the email, please check your spam or junk folder. You may also contact us at info@chocut.shop.
Can I change or cancel my order?
Please contact us as soon as possible at info@chocut.shop.
We will make a reasonable effort to assist, but changes and cancellations cannot be guaranteed after an order has entered processing, packing, or shipment.
Once an order has shipped, it must be handled under our Return and Refund Policy after delivery.
Why was my order canceled?
An order may be canceled if:
- Payment cannot be verified
- The product is unavailable
- The shipping address cannot be serviced
- The order appears fraudulent
- A clear pricing or technical error occurred
If we cancel a paid order, the applicable amount will be refunded to the original payment method.
Products and Sizing
How do I choose the correct size?
Please review the size guide shown on the relevant product page before placing your order.
Because fit can vary by design, fabric, and body shape, we recommend comparing the measurements in the size guide with your own body measurements.
Are the size charts product measurements or body measurements?
Unless otherwise stated, our size charts provide recommended body measurements.
Please review the wording shown with each size chart before selecting your size.
Will the product color look exactly the same as the image?
We make reasonable efforts to display product colors accurately.
However, slight differences may occur because of lighting, photography, manufacturing batches, and individual screen settings.
Where can I find the material information?
Material and fabric information is displayed on the applicable product page.
Please review the product description before purchasing, especially if you have preferences or sensitivities relating to certain fabrics.
How should I care for my clothing?
Care instructions may vary by product. Please follow the care label attached to the garment and any additional instructions shown on the product page.
Unless otherwise stated, we recommend gentle washing, avoiding harsh bleach, and drying according to the garment label.
Shipping and Delivery
Where do you ship?
Chocut currently serves customers in the United States.
Available shipping destinations will be shown during checkout.
Where are orders shipped from?
Orders are prepared and dispatched from China through professional international logistics partners.
Our U.S. address is a customer service address and is not represented as a warehouse or fulfillment location.
How much does shipping cost?
For eligible United States orders:
- Orders below $150 USD: $15 USD standard shipping
- Orders of $150 USD or more: Free standard shipping
The free-shipping threshold is based on the merchandise subtotal after discounts and before applicable taxes.
How long does delivery take?
Orders are normally processed within 1–2 business days.
After dispatch, standard transit time is approximately 7–10 business days.
The estimated total delivery time is therefore approximately 8–12 business days.
Delivery estimates are not guaranteed and may be affected by customs, weather, public holidays, carrier delays, or incorrect shipping information.
How can I track my order?
A shipping confirmation email will be sent when tracking information becomes available.
Tracking may take approximately 2–5 business days after dispatch to begin showing movement while the package is transferred between logistics providers.
Why has my tracking information not updated?
International shipments may not receive a scan at every stage of transportation.
A temporary gap in tracking updates does not necessarily mean that the package has stopped moving. Please allow several business days for new tracking information to appear.
What should I do if my order is delayed?
If your order has not arrived within the expected delivery period, contact us at info@chocut.shop with your order number.
We will review the tracking information and contact the logistics provider when appropriate.
What if my package is marked as delivered but I cannot find it?
Please first check:
- Your mailbox, porch, entrance, or reception area
- Other members of your household
- Neighbors where appropriate
- The local delivery carrier
If the package still cannot be located, contact us with your order number so we can assist with reviewing the delivery information.
Do I need to pay additional import duties?
Any shipping charges collected by Chocut will be displayed during checkout.
Normal international delivery and customs processing are handled according to the applicable shipping arrangement. Customers will not be charged undisclosed additional shipping fees by Chocut after checkout.
Government or carrier charges outside our control, if applicable, are subject to local rules.
Returns and Refunds
What is your return period?
Eligible products may be returned within 30 calendar days after delivery.
The item must generally be unworn, unused, unwashed, unaltered, and returned with its original tags and proof of purchase.
How do I request a return?
Email info@chocut.shop and include:
- Your full name
- Order number
- The item you wish to return
- The reason for the return
- Clear photographs if the item is damaged, defective, or incorrect
Please wait for approval and return instructions before sending the item.
Can I return an item to the U.S. customer service address?
No, not unless our support team confirms the address in writing.
The publicly listed U.S. address is a customer service address and is not automatically the return address.
Returns sent to an unauthorized address may not be accepted or refunded.
Who pays for return shipping?
For change-of-mind returns, including ordering the wrong size or no longer wanting the item, the customer is responsible for return shipping costs.
For approved claims involving a damaged, defective, or incorrect item, Chocut will provide an appropriate solution and cover reasonable return shipping costs where applicable.
Do you charge a restocking fee?
No. We do not charge a restocking fee for eligible returns.
Can I exchange an item?
We do not currently offer direct exchanges.
To obtain a different size, color, or style, please return the eligible original item and place a new order.
When will I receive my refund?
After an approved return is received, it is normally inspected within 3 business days.
Approved refunds are normally initiated within 5 business days after return approval.
Your bank or payment provider may require an additional 3–10 business days to post the refund to your account.
Are original shipping charges refundable?
Original shipping charges are generally non-refundable for change-of-mind returns.
Where an entire order is refunded because of a verified defect, damage, incorrect item, or fulfillment error, applicable standard shipping charges may also be refunded.
What items cannot be returned?
The following items may not be eligible for return unless they arrive damaged, defective, or incorrect:
- Items clearly marked Final Sale before purchase
- Gift cards
- Personalized or customized products
- Worn, washed, altered, or damaged items
- Items without original tags
- Hygiene-sensitive items after the protective seal or liner has been removed
- Items returned outside the 30-day period
Damaged or Incorrect Items
What should I do if I receive a damaged, defective, or incorrect item?
Contact us within 7 calendar days after delivery at info@chocut.shop.
Please include your order number and clear photographs of:
- The complete item
- The affected area
- The packaging
- The shipping label where relevant
After reviewing the issue, we may offer a replacement, refund, prepaid return method, or another appropriate resolution.
Should I send a damaged item back immediately?
No. Please wait for instructions from our customer support team.
Do not discard the item or its packaging until the claim has been reviewed.
Payments and Pricing
What currency are your prices shown in?
Unless otherwise stated, prices on our website are displayed in United States dollars (USD).
What payment methods do you accept?
Available payment methods are displayed during checkout.
Payments are processed by authorized payment service providers. Chocut does not directly store complete payment card details.
Is my payment information secure?
Payments are handled through established payment service providers and the security features available through our ecommerce platform.
No online system can be guaranteed to be completely secure, but reasonable measures are used to protect transaction and customer information.
Why is the final order total different from the product price?
The final total may include:
- Product prices
- Shipping charges
- Applicable taxes
- Discounts
All applicable charges will be displayed before payment is completed.
Can I use more than one discount code?
Unless otherwise stated, only one discount code may be applied to an order.
Discount conditions and exclusions will be shown with the relevant promotion.
Account and Privacy
Do I need an account to place an order?
Account requirements depend on the checkout options available on the website.
Where guest checkout is available, you may complete an order without creating an account.
How is my personal information used?
Personal information may be used to:
- Process and deliver orders
- Provide tracking and customer support
- Handle returns and refunds
- Prevent fraud
- Improve our website and services
- Send marketing communications where permitted
Please review our Privacy Policy for more information.
Can I unsubscribe from marketing emails?
Yes. Use the unsubscribe link in a promotional email or contact us at info@chocut.shop.
You may still receive necessary messages relating to orders, payments, shipping, returns, and customer support.
Contact Us
How can I contact Chocut?
For questions about products, orders, delivery, returns, refunds, or customer support, contact:
Email: info@chocut.shop
Phone: +1 (279) 205-1473
U.S. Customer Service Address:
3515 Mt. Diablo Blvd
Lafayette, CA 94549
United States
Operating Company:
Hangzhou Chaocai Apparel Co., Ltd.
杭州潮裁服饰有限公司
Business and Fulfillment Address:
No. 12 Hexi Road, Chunyuan Village
Yipeng Subdistrict, Qiantang District
Hangzhou, Zhejiang, China
The U.S. address is a customer service address and must not be used as a return address unless our support team provides written authorization.