Frequently Asked Questions
Orders
How do I place an order?
Simply add your favorite items to your cart and proceed to secure checkout.
Can I cancel my order?
Orders can only be cancelled before they have been dispatched.
What payment methods do you accept?
We accept major credit and debit cards, PayPal, and other secure payment methods available at checkout.
Will I receive an order confirmation?
Yes, an order confirmation email will be sent once your payment has been successfully processed.
Shipping
Do you ship Australia-wide?
Yes, we deliver across all states and territories within Australia.
Do you ship internationally?
Yes, international shipping is available to selected countries.
How long does delivery take?
Australian orders typically arrive within 3–8 business days after dispatch.
Will I receive tracking information?
Yes, tracking details will be emailed once your order has been dispatched.
What if my parcel is delayed?
Delivery times may vary during busy periods. If your order is significantly delayed, please contact us, and we'll be happy to assist.
What if my parcel shows as delivered but I haven't received it?
Please check with family members, neighbors, or your local courier first. If you're still unable to locate your parcel, contact us and we'll help investigate.
Returns & Refunds
Do you accept returns?
We do not accept returns for change-of-mind purchases.
What if I receive a damaged item?
Please contact us within 48 hours of delivery with your order number and clear photos of the item.
Can earrings be returned?
For hygiene reasons, earrings cannot be returned or exchanged.
How long do refunds take?
Approved refunds are typically processed within 5–10 business days, depending on your payment provider.
Products & Jewellery Care
Will my item look exactly like the photos?
We strive to display products as accurately as possible. Slight variations in color or design may occur due to lighting, screen settings, or the handmade nature of some products.
How do I care for my jewelry?
• Avoid contact with water, perfumes, and chemicals
• Store in a cool, dry place
• Keep jewellery in its original packaging when not in use
Is your jewelry waterproof?
Our jewelry is not waterproof and should be kept away from water to maintain its beauty and longevity.
Do you restock sold-out items?
Some products may be restocked depending on availability.
Custom Orders & Gifting
Do you offer customized hampers?
Yes, we offer customized gifting hampers for birthdays, weddings, housewarmings, festive occasions, and special events.
Do you accept bulk orders?
Yes, we welcome bulk and event orders. Please contact us for details.
Can I include a personalized message?
Yes, complimentary personalized gift notes are available on selected orders.
About Chhail
Where is Chhail based?
Chhail is proudly based in Sydney, Australia.
Are prices displayed in AUD?
Yes, all prices are shown in Australian dollars (AUD).
Do you offer local pickup?
Yes. Local pickup from Greystanes, Sydney, is available by appointment only. Please contact us before placing your order.
Do you comply with Australian Consumer Law?
Yes. Chhail complies with all applicable Australian Consumer Law obligations.