FAQs

Frequently Asked Questions

 

 

DO CHINESE LAUNDRY SHOES COME IN EXTENDED SIZES?

Most of our styles start at size 5. Some of our shoes are currently made in size 11. All styles are medium width only. Please click here to view our shoe size conversion chart.

 

DOES CHINESE LAUNDRY OFFER PRICE MATCHING?

If you find a lower price on another website than what you paid on ChineseLaundry.com within 14 days of your purchase, please call (888) 935-8825 and we will gladly meet that price. The same style, material, color and size of the shoe in question must be in stock and available for purchase at the other website after ordering from ChineseLaundry.com. We reserve the right to contact the competitor's website to verify the lower price and availability.

 

WHO CAN I CONTACT IF I HAVE QUESTIONS REGARDING MY CREDIT/DEBIT CARD?

Troubleshooting Failed Authorizations and Payment Declines
To protect your security and privacy, your bank cannot provide Chinese Laundry with information about why your payment was declined. Because of this, you need to contact your bank directly to solve most payment issues.

Here are steps you can take to resolve payment issues:

  • Contact your bank about payment security policies. Your bank may flag any unexpected activity on your account. This includes first time orders and high value purchases, regardless of the amount of funds available (or credit limit). Your bank may require your verbal authorization to proceed with a transaction.

  • Contact your bank about daily withdrawal or purchase limits. Most banks have limits on how much money can be charged or accessed in a single day. If you exceed this daily amount, your bank may block your account from any further activity regardless of available funds in the account. Your bank may require you to request a higher purchase limit to complete the transaction.

  • Contact your bank about payment authorizations and reserved funds. When you place an order with ChineseLaundry.com, we contact your card's issuing bank to confirm that your credit card has a valid number, and has not been reported as lost or stolen. This is communicated via a full authorization for the amount of the purchase. If you make changes to your order, cancel items, or a multiple-item-order ships in more than one shipment, your card may be authorized for each change and funds may be reserved against your account for each authorization. Some banks have been known to hold these authorizations for 7-10 business days. If your payment is declining due to lack of available funds, contact your bank to confirm if the reserved funds are authorizations, verify the amount of time they hold authorizations, and request that they remove any extra authorization to free up funds in your account.

  • Verify the payment information entered on your order. Did your billing address change recently or did you get a new card with a new expiration date? If so, you will need to enter the correct information.

Contact your bank to resolve other payment issues even if:

  • You've successfully used the payment method on a previous order.

  • Part of your order has already charged and shipped successfully.

  • You have funds available in your bank or credit account to cover the order cost.

Chinese Laundry Customer Service can help you:

  • Verify if you entered your payment information correctly on your order.

  • Change the payment method on a new order.

 

HOW IS MY PERSONAL INFORMATION BEING USED?

For information about your privacy, please visit our privacy policy.

 

CAN I APPLY MORE THAN ONE COUPON TO MY ORDER?

No, you can only apply one coupon per order. Coupon codes are only valid at chineselaundry.com.

 

WHAT IS THE RETURN POLICY?

Our goal is complete customer satisfaction. If for any reason you are unhappy with your purchase from ChineseLaundry.com, your unworn items may be returned within 30 days of receipt. Returns received after 30 days are subject to a restocking fee. Returns must be unworn and sent back with the original packaging. Any returns received with visible wear are subject to a restocking fee.

If you purchased from a retail store or a website other than ChineseLaundry.com, please handle your return with the original place of purchase.

We guarantee against manufacturer's defects within 60 days of purchase, this does not cover normal wear and tear.

Shipping is non-refundable. To make returns easy, we include a return label with your purchase. An $8.00 fee will be deducted from your refund to use our label.

Items purchased during a Buy One, Get One % Off (BOGO) promotion may not qualify for the promotion any longer if only one item is returned. When only the higher price item is returned, the customer is responsible for the total retail cost of the discounted item, prior to the applied discount. The deduction from the returned item will be listed on the receipt as "Return Handling Fee".

To view our complete return policy, please click here.

PLEASE SEND YOUR RETURNS TO:

Chinese Laundry
Web Returns
1251 S. Rockefeller Ave.
Ontario, California 91761 USA

RETURN SHIPPING is not included in the FREE SHIPPING PROMOTION. Customers electing to return their purchase for a credit will be required to return the product at their own expense.

 

CAN I ORDER FROM CHINESE LAUNDRY IF I LIVE OUTSIDE THE UNITED STATES?

At this time we do not ship internationally.

 

DOES CHINESE LAUNDRY SHIP TO PO BOXES?

We do not ship to PO Box addresses at this time. You must provide a physical shipping address within the 50 states or District of Columbia.

 

WHAT METHODS OF PAYMENT ARE ACCEPTED AT CHINESE LAUNDRY?

We accept Visa, MasterCard, American Express and Discover as well as PayPal, Afterpay and Apple Pay.

Please Note: Orders must be paid for using a Domestically-issued (US) Credit Card. International Credit Cards will not be honored.

 

HOW IS SALES TAX ON MY ORDER CALCULATED?

CHINESE LAUNDRY charges sales tax for all online orders that are being shipped to locations in Alaska, California, Colorado, District of Columbia, Georgia, Illinois, Indiana, Kentucky, Louisiana, Maryland, Michigan, Minnesota, Missouri, Nevada, New Jersey, North Carolina, Ohio, Pennsylvania, Utah, Virginia, Washington, and Wisconsin.

Please Note: Some jurisdictions require us to tax shipping.

 

HOW WILL I KNOW IF MY ORDER HAS GONE THROUGH?

You will receive an automatic online order confirmation via email if your online order is accepted.

If you did not receive an email confirmation, either your email address was incorrect or there was an error in processing your order. If you were not taken to a receipt page after submitting your online order, then most likely your online order did not process correctly. If you are unclear about your online order status, please contact our Customer Service representatives at (888) 935-8825, or click here to check your order.

 

HOW LONG WILL IT TAKE TO RECEIVE MY ONLINE ORDER?

Customers should receive orders shipped via UPS Surepost service within 3-5 business days after processing and leaving our warehouse. Orders shipped via UPS Expedited service should deliver in 2-4 business days after processing and leaving our warehouse. Orders placed after 12 pm PST will process the following day. Please keep in mind it may take up to 5 business days before an item ships from the warehouse.

 

WHAT IS THE STATUS OF MY ORDER?

If you placed your order while signed in, you can login to your account and click on “order status” to get the latest information about your order. If you placed your order as a “guest” you may click on order status and enter your order number and email address to get the latest information about your order.

You will receive an email with tracking information once your order ships. PLEASE NOTE: our warehouse is delayed up to 5 business days to process some orders for shipping. Please contact us if you still have not received a shipping update by then.

 

WILL MY PACKAGE BE DELIVERED IF I AM NOT AT HOME?

Shipments that do not require a signature can be left in a safe place, out of sight, and out of the weather, at the driver's discretion. This could include the front porch, side door, back porch, garage area, or with a neighbor or leasing office.

 

HOW DO I CANCEL AN ORDER?

In stock orders: Orders are authorized and processed real-time so canceling an in stock order is very difficult. If you need to cancel, please contact customer service by sending an email to cs@chineselaundry.com or call (888) 935-8825 as soon as possible after the order has been placed. If the order has already been processed, you will need to follow the Returns process to return the product for credit or exchange.


Out of stock/backorders: If you need to cancel an item/order that is out of stock or on backorder, please contact customer service by sending an email to cs@chineselaundry.com or call (888) 935-8825. Once your item/order has been canceled, you will receive a cancellation confirmation via email. If for any reason your order cannot be canceled and has already been shipped, you will need to follow the Returns process to return the product.

 

WHAT STYLES ARE EXCLUDED FROM PROMOTIONS AND DISCOUNTS?

The following styles are currently excluded from promotions: Teaser, Teaser2, Theresa, Kipper, Piper, Unite.