FAQ

Below FAQ are some common concerns of our clients before placing an order with us.
If you have other questions, please send it to help@casperchoa.com.

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  • SHIPPING INFORMATION
  • PLACING AN ORDER
  • RETURNS & EXCHANGES
  • PAYMENT INFORMATION

SHIPPING INFORMATION

We currently ship to most major countries, with plans to expand globally in the near future.

Please view our updated shipping destinations here: SHIPPING RATES

We provide free shipping for qualified orders.

We also offer expedited shipping methods at an additional fee. Rates are automatically calculated at checkout. We can not guarantee expedited processing or shipping for every order.

Please view our updated shipping rates here: SHIPPING RATES

If your order does not qualify for free shipping, you will be contacted via the email provided at checkout. Please note that certain high-value pieces, large/heavy objects, furniture, art, and books, may require an additional shipping fee. After an item has been purchased, CASPER CHŌA will obtain a customized quote for shipping the item and contact you with the final rate. Quotes for shipping will be determined after purchase based on item size, type, value, and destination.
For all orders within the United States, customs fees will not be required.

All customers outside the United States will be responsible for any additional customs fees.

All orders are processed within 3-5 business days unless stated otherwise.

If you require expedited processing, please email us at help@casperchoa.com.

We can not guarantee expedited processing or shipping for every order.

You can check your order status at MY ACCOUNT.

If you do not have an account, please enter you tracking number below. if your tracking number doesn't work feel free to contact us at help@casperchoa.com.

Changes to shipping information - including but not limited to the receiver's name, the receiver's address, and/or shipping speed - can only be granted if the customer contacts help@casperchoa.com within 24 hours of placing their order and include the order number within the email. Failure to include the order number will render the email as an invalid attempt to update the shipping information and the customer has the remainder of the 24-hour period to contact us again with the necessary order number included. After the 24-hour period, CASPER CHŌA will ship the items to the receiver and address specified.

Pre-order items will be provided an extended time frame to adjust shipping information with a follow-up email before the item is processed to ensure that the shipping information is accurate.

CASPER CHŌA is not responsible for any packages or items being shipped to an undesired address or receiver if the customer fails to contact us within the time period provided correctly.

We recommend opening a claim with your carrier as soon as possible and contact our customer service team at help@casperchoa.com.

Please advise that we do not provide refunds for lost, stolen, or incorrectly delivered packages. Once the item has been handed to the carrier, the carrier will take responsibility for the package.

PLACING AN ORDER

Please refer to our size guide here: SIZE GUIDE
Our stock is updated regularly. If the item you would like to purchase is not available, we kindly invite you to contact our stockists or to subscribe to our newsletter to stay up to date with all upcoming restocks.
To be notified of upcoming restocks, please subscribe to our newsletter.
Your order is confirmed once you receive the confirmation email with all the necessary information. You will receive a second email with tracking information once your order is shipped.
Once your order is placed, we cannot modify your order. The fastest way to ensure you get what you want is to cancel your order and make a separate purchase for the new order.

Cancellations are permitted if the customer contacts help@casperchoa.com within 24 hours after the order has been placed and includes the order number within the email. Failure to include the order number will render the email as an invalid attempt to update the shipping information and the customer has the remainder of the 24-hour period to contact us again with the necessary order number included.

RETURNS & EXCHANGES

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at help@casperchoa.com

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. We do not provide refunds for returns lost or damaged en route to our return facility.

Some exceptions may apply.

Please view our refund & return policy in its entirety here: REFUND POLICY

To start a return, you can contact us at help@casperchoa.com

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Some exceptions may apply.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
The customer will be responsible for the cost of the return label, which will be automatically subtracted from the final refund.
If your parcel arrives damaged, please contact us at help@casperchoa.com.

Make sure to take pictures of the parcel received and keep the package for further inspection by our carrier.

Please inspect your order upon reception and contact us immediately at help@casperchoa.com if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at help@casperchoa.com.

We are not responsible for lost, stolen, or incorrectly delivered packages. Once the item has been handed to the carrier, the carrier will take responsibility for the package.

Our stockists will not be able to accept the return of your item. We can only accept returns that were sent via post.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.

PAYMENT INFORMATION

We accept Apple Pay, Google Pay, Meta Pay, and PayPal. Please review each application's availability in your country or region.

We also accept most major credit cards from the following countries:

Americas Europe Asia Oceania Africa
Canada Austria Hong Kong SAR Australia -
United States Belgium Japan New Zealand -
- Czechia Singapore - -
- Denmark - - -
- Finland - - -
- France - - -
- Germany - - -
- Ireland - - -
- Italy - - -
- Netherlands - - -
- Portugal - - -
- Romania - - -
- Spain - - -
- Sweden - - -
- Switzerland - - -
- United Kingdom - - -
Please contact your bank in case your payment is declined or cancelled.
Your invoice is available at MY ACCOUNT by visiting the "Orders" section. If you placed your order as a guest, your invoice will be sent by email along with your confirmation.
Unable to find satisfactory answers ? Email Us