FAQ
Please scroll down to view frequently asked questions. If you do not see your specific question listed, please contact a CHANEL Customer Service Representative at 1.800.550.0005 or send us an e-mail.
ORDER RELATED:
• Limit Per Order
• Payment Options
• Can We Purchase On-line with an Electronic Gift Card?
• Credit Card Security
• Can I Send The Order As A Gift?
• Shipping Options
• Can Items be Shipped Internationally
• Can Item be Shipped to a PO Box
• I Added A Product To My Check-Out Basket Yesterday and It Is No Longer There. Why?
PRODUCT RELATED:
• Out of Stock Items
• Do Boutiques Carry the Same Items?
AFTER SALES SERVICE:
• Return/Exchange Policy
• How Will I Be Refunded For My Return?
• Repair Policy
ACOUNT RELATED :
• Where do I Look up my Order History?
• How do I track my order?
Limit per order
Due to the exclusivity of the limited-edition collection, each customer may purchase one style of each of the nine items available.
What are my payment options?
We accept the following credit cards on chanel-exclusives.com:
• American Express
• MasterCard
• Visa
We're sorry, but we do not accept:
• Cash on delivery
• Personal checks
• Money orders
• Electronic gift cards
• American Express gift cards
For your security, your billing name and address must match that of the credit card used for payment. We reserve the right to cancel any order that does not match the above criteria.
Can I purchase on-line with an EGC?
The CHANEL Gift Card is an electronic gift certificate that can only be purchased and used at CHANEL Boutiques across the U.S. The gift card can not be used for on-line purchases.
Credit card security
For your security, we require the Credit Card Security Number (sometimes referred to as CVV, CSC or CVC) when using Visa, MasterCard, or American Express to make purchases on chanel-exclusives.com. All cards have a version of the CVV to reduce merchant risk in Card-Not-Present transactions (ie: Internet, telephone, mail-order). The CVV code adds assurance that the client placing the order has access or physical possession of the credit card itself in order to use the security code.
The CVV is a 3-or-4 digit code embossed or imprinted on the reverse side of Visa and MasterCard and on the front of American Express cards.
Can I send the order as a gift?
Orders placed on our on-line Boutique may certainly be sent as a gift. All items in each basket, however, must be sent to the same location. During the checkout process, please be sure to check 'Gift Giving' and write a personal message of your choice.
The recipient will receive a complimentary gift box with signature ribbon, a personalized gift card, and a gift receipt, which will allow her or him to return the item, if necessary. Each gift is packed to ensure it arrives in excellent condition. Gift receipts will not include the suggested retail price of the item.
Shipping options
The shipment of fashion items that include handbags, scarves, pins, hats, necklaces and earrings are sent via Federal Express. Signature is required upon the receipt of delivery. Unfortunately, we are unable to ship to a P.O. Box since Federal Express does not accept it.
SHIPPING AND HANDLING FEES CHART
• Second Day Purchases $25
• Overnight $35
• Saturday Delivery $45
Can items be shipped internationally?
At this time, orders placed on chanel-exclusives.com can only be shipped to U.S. mainland addresses and Alaska.
Can items be shipped to a P.O. Box?
Items purchased on chanel-exclusives.com cannot be shipped to a P.O. Box; therefore, we ask that you please provide an alternative address. Upon receipt of your alternative address, we will be happy to process your order.
I added an item to my checkout basket yesterday and it's no longer there. Why?
Items placed in your on-line shopping bag will only be held for four hours, due to inventory restrictions.
Out-of-stock items
Due to exclusivity of this on-line collection, when an item is sold out it will no longer be available again for purchase.
Do boutiques carry the same items?
All of the fashion items on chanel-exclusives.com are exclusive to our on-line Boutique and are not available in-store.
How do I return/exchange a product purchased from your website?
If you wish to return a fashion purchase made on chanel-exclusives.com, simply complete the information requested on the Return Form attached to the bottom of your invoice. Be sure to include it, along with the item(s) to be returned, in the original package, if possible. Please use the pre-printed Return Label on the reverse side of the form.
If you prefer to exchange the item for an alternate product featured on our on-line Fashion Boutique, we recommend that you submit a separate order for the desired product as quantities are extremely limited. Once your original package is received, the return will be processed and your credit card will be refunded.
Returns and exchanges will be accepted within 14 days of purchase, in original, unworn condition, with proof of purchase. Refunds will be issued in the original form of tender.
Repair Policy
We are very sorry you have experienced problems with your purchase, and suggest that you send it, along with its original sales receipt, if possible, to:
CHANEL Boutique
Attention: Repairs Department
N°15 East 57th Street
NY, NY 10022
We recommend that you send your return via UPS or Certified Mail for your protection and to ensure prompt delivery. Please understand that because every item is different, we are unable to estimate the time your repair will take. Once your repair is received at the Boutique, the Repair Department will contact you in order to accommodate your request and answer any additional questions you may have.
How will I be refunded for my return?
If you wish to return your recent fashion purchase made on chanel-exclusives.com, simply complete the information requested on the Return Form attached to the bottom of your invoice, along with the item(s) to be returned, in the original package, if possible. Please use the pre-printed Return Label on the reverse side of the form. We're very sorry, but return shipping fees are not refundable. Your refund will appear on the original form of payment.
Where do I look up my order history?
To view your order history on chanel-exclusives.com, please visit the 'Order Status' section of the website. All orders will be displayed in the Order Status section.
How can I track my order?
To obtain tracking information for your order, please check the Order Status page on chanel-exclusives.com.