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FREQUENTLY ASKED QUESTIONS

ORDERS & SHIPPING

Do you offer Free Shipping?

Yes! We offer FREE Standard Shipping for all AU & NZ orders over $70. 


For any orders under $70 we offer the very affordable  rates below:

AUSTRALIA

Standard 

Flat rate of $10.

Express 

Flat rate of $15.

NEW ZEALAND

Standard 

Flat rate of $15.

Express 

Flat rate of $30.

For the United States & Canada, we offer FREE Standard Shipping for orders over A$200. 


For any orders under A$200 we offer the very affordable  rates below:

UNITED STATES & CANADA

Standard 

Flat rate of $20.

Express 

Flat rate of $40.

How long will my order take?

We aim to ship out all orders from our warehouse within 1-2 business days of receiving your order. If we are experiencing extensive delays due to unforeseen circumstances we will notify you via email.


The shipping estimates below will help give you a better idea of how long it will be after the order has been sent:


AUSTRALIAN ORDERS

Standard 

2-4 business days.

Express 

Next business day.

Same-Day 

Sydney Metro only. 

NEW ZEALAND ORDERS

Standard 

6-10 business days.

Express 

2-4 business days.

Can I track my order?

You sure can! Once your order has shipped, you will receive a "shipped order email" including your unique tracking number. 


If you did not receive this (or accidently deleted it) please email us at hello@chouchouintimates and we would be happy to help. 

Can I change or cancel my order once I've placed it?

If you would like to change your order please email hello@chouchouintimates.comwith your order details as soon as possible and we will try and help!


Unfortunately if the order has already been shipped, we are unable to make any changes. Lucky for you, we have a great returns policy which you can read about here.

Where does Chouchou Intimates ship to?

We currently ship within Australia & New Zealand, and have recently added the United States & Canada.


We know this is incredibly annoying and believe us, we are working super hard to be able to offer worldwide shipping.


Email us at hello@chouchouinitmates with your name and country to be added to our wait lists! We can't wait to be a part of your underwear drawer soon.

RETURNS POLICY

What is your Returns Policy?

Finding the perfect intimates is personal, so we believe you deserve to shop with confidence and without the stress of dodgy returns policies! 


We are delighted to offer you our 30 Day Money-Back Guarantee! Which means we will gladly accept your return request within 30 days from the original date of shipment, no questions asked.


Simply send an email to hello@chouchouintimates.com to notify us of your return. 


Complete all relevant sections of the Returns Form, indicating if you would like a refund or to exchange. You will find the Returns Form inside the blue envelope in your order or you can download a copy of the form here.


Post the the item(s) you are returning to the following address:

Chouchou Intimates

PO BOX 5005

Chullora, NSW, 2190

How will I be refunded?

Once received your order back to our warehouse, we will process the exchange or refund and notify you via email.


If you have selected refund, you will be credited back to you within 3-5 business days, depending on the payment method used to place your order.


A refund can only be sent to the original payment method. For example, if the item was purchased using a Visa card, the credit will be refunded to the same Visa card.


If you no longer have access to that payment method, you will need to contact the bank or agency for the original payment method to claim the funds after the refund is sent. 

Who pays for the return shipping costs?

You are responsible for paying for your own shipping costs for the items you are returning. However, we will cover the costs when re-sending the new items back to you.


To ensure no hiccups, you should consider using a trackable shipping service or purchasing shipping insurance. Chouchou Intimates is not responsible for parcels lost or damaged in transit if you choose not to do this.

PRODUCTS

When are new products launching?
How should I wash my Chouchou's? 

Whilst we want you to feel confident to wear your Chouchou Intimates everyday, care must still be taken when washing them. Be sure to follow washing instructions closely. 


We reccomend handwashing or cold, gentle machine wash in a Lingerie Washbag. Do not soak. Do not bleach. Do not rub or wring.


Be sure to wash similar colours together. Do not iron. Do not dry clean.


Dry with care. Do not tumble dry

Where are Chouchou Intimates made?

Before launching Chouchou Intimates I looked all over the world for manufactures that would be able to meet the highest ethical standards but could also make gorgeous, high-quality knickers at an affordable price. 


Our underwear and silk factories in China are certified through the Business Social Compliance Initiative as well as Oeko-Tex certified and Sedex certified. In both 2019 & 2020, full factory audits were completed to verify compliance with the amfori BSCI Code of Conduct and were passed with above average results. 


To read more about our Ethics & Sustainability click here. 

Can't find the answer you are looking for?


Fill out our contact form below

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Chouchou Intimates

E: hello@chouchouintimates.com
A: 2C Brunker Rd, Chullora, NSW, 2229
M: +61 422 919 291