Frequently Asked Questions
How can I place an order?
You can shop by colour, model or style (e.g. business, casual, going out) by using the menu bar in the shop website.
Click on an image to go to the product details page for specific information and various sizes available for the selected item.
Please note: prices are quoted in euros, including 21% VAT.
To add a product to your shopping cart, select the colour (if applicable) and click ‘Add to cart’. Click ‘Checkout’ to view the items in your shopping cart. You can delete items by clicking on ‘Remove. Select ‘Continue shopping’ to continue shopping or select ‘Checkout’ if you wish to checkout.
Complete your order. New customers need to register at chalrose.com before continuing. Fill out all fields. If you have already registered with us, please log in with your email address and password that you used to create your account.
Select your desired payment method. You can pay using a credict or debit card (Visa, Mastercard, American Express), iDeal via internet banking, Maestro, bank transfer or by using a gift voucher.
Please read our Terms and Conditions before placing an order.
Will my personal information be reliably handled?
Personal information is treated confidentially and is not sold or leased by Chalrose.
To register with Chalrose handbags & accents we need your name, email address, gender and phone number. To process your online order, we need your billing address, shipping address and payment information. This information is shared with a payment partner if necessary to check your order.
I have tried to place an order, but it has not worked. What should I do?
Contact our customer service team by sending an email to info@chalrose.com
Can I order over the phone from chalrose.com
No, unfortunately not yet. We are working hard to improve this and hope to help you through our telephone customer service soon.
Can I send an item as a present?
Yes, simply select the gift option at the checkout. The gift can then be shipped to delivery addresses within the EU without an invoice. Due to customs restrictions, we need to enclose an invoice for all orders outside the EU. The invoice is included in an envelope outside of the gift box.
How do I know if an item is back in stock?
All items are in stock unless stated on the site.
An item I want is not in stock, what shall I do?
You can place a free pre-order for the item you wish to order. If you can not choose the pre-order option, this means that the item is limited edition and was exclusively available. This is no longer in stock.
What exactly is involved in pre-ordering an item?
Products may sometimes be temporarily sold out. You can place a pre-order. A pre-order carries no obligation. You will receive an email about its estimated delivery time. Once the requested item is back in stock, we will let you know and reserve the item for you.
How can I place a pre-order?
Click on the pre-order link and enter the requested information. You will be notified of the item’s expected delivery time. Once the ordered item is back in stock, we will let you know. A pre-order is free of obligation. If you are no longer interested in the product when it is back in stock, you can cancel the pre-order.
How do I know if an item is back in stock if I have pre-ordered it?
You will be informed about how long you will have to wait before the item can be sent to you. Once the item is back in stock, we will send you an email.
Pre-orders are usually back in stock within eight weeks.
We do not guarantee that pre-order items will be re-stocked.
What materials are used by Chalrose?
We use high-quality materials like vegetable tanned leather, red bio-cotton for lining and YKK zippers of the best quality. All of our leather is naturally tanned and dyed with natural pigments.
We are committed to make the best sustainable bags as possible under good working conditions: Fun, Fair, Functional, Fashion!
Does Chalrose offer a guarantee on their products?
We strive to offer the highest quality products. We offer a guarantee after the date of purchase if the product shows a production failure. If something is not right with your item, please let us know by emailing info@chalrose.com
Does Chalrose offer a repair service?
We only offer a repair service if the item shows a production failure. We do not accept any other defects.
What payment methods are accepted by Chalrose?
Visa
MasterCard
American Express
iDeal
PayPal
AfterPay
Gift Voucher
Is the payment process safe?
All sensitive information (including credit card information) you provide is processed through Secure Socket Layer (SSL) technology, which encrypts your information before it is sent to us. Thus, the information is protected from unauthorised use.
In addition to SSL encryption, PaySquare uses 3-D Secure. 3-D Secure is an additional step when placing your order that is meant for your safety. You will be protected from abuse of your credit card number because you first confirm your identity before the payment. Only you as a legitimate owner can carry out an internet payment with your credit card.
We take all possible steps to ensure that our business partners to whom we pass data protect your data adequately.
Which bank account number should I send an electronic payment to?
Send your order to:
Company Name: Chalrose B.V.
Bank Account Number: 4325415
IBAN Number: NL07INGB0004325415
SWIFT Number: INGBNL2A
How can I use a gift voucher?
Your gift card code is displayed on the certificate in the email or on the printed gift voucher. Enter the gift card code at the checkout during the payment process. If the gift voucher exceeds the total amount of the order, a new voucher will be sent by email with the remaining amount. This gift card can be used for future orders.
If you have trouble redeeming your gift card, please send an email to info@chalrose.com. We can not redeem the gift card after the order is completed. Gift vouchers that are offered after the order is completed can no longer be redeemed.
Do I need to pay custom taxes if my order is shipped outside the EU?
On international shipments outside the EU, import duties, taxes and customs charges may apply. These are charged when the package reaches the destination country and are under the responsibility of the recipient.
How much are custom taxes for my order?
Within the EU, 21% VAT is mandatory. This is included in the price. The customs policy differs from country to country. Contact your local customs office for more information.
To ensure fast delivery, customs fees and taxes imposed by the government will be paid by you.
Is delivery free?
Chalrose Handbags & Accents offers free shipping on orders from € 50, – free with a standard service. Your order will be shipped with DPD or PostNL within the Netherlands and beyond via UPS. To see how fast you can receive your order, see Shipping.
Where does Chalrose ship to?
Chalrose Handbags & Accents shipS all over the world! See Shipping for delivery times for the country where you live. Is your country not listed? Send an email to info@chalrose.com for more information.
How long will it take for my order to be processed?
We strive to deliver your order as soon as possible. Dispatch takes place on working days. You will receive information about the delivery of the Chalrose package via email or text message.
Click here for delivery dates for international orders (times vary by country, depending on customs procedures).
Will my package be delivered on weekends or holidays?
Our courier will deliver packages on working days. Sundays and holidays are not days which our courier will attempt to deliver your package.
Shipment & delivery
We offer free delivery on all orders above 50€.
Orders are sent using DPD, PostNL or GLS services.
You will receive an order confirmation to the e-mail address submitted. If you do not receive an order confirmation right away, please contact us by e-mail or phone.
Normally the time of delivery within European Union is max. 5 business days after the product has been dispatched. Shipments outside of EU can take up to 2 weeks after dispatching.
Chalrose cannot be held responsible for missing packages.
Can I track my order?
Once your order has been sent, you will receive an email with a tracking number. Click here and enter the tracking number to view the status of the package.
What return policy does Chalrose operate by?
See our complete Return and Exchange Policy.
I have received the wrong product, what should I do?
If you believe you have received an incorrect product, please send an email to info@chalrose.com, and our customer service staff will help you further.
Can I exchange my product for another colour?
Yes, you can trade any item for another colour at no additional cost, provided the item is in stock.
When can I get my money back for my returned item?
There may be a few days between the receipt of your returned items and the return process. The refund will take place within a period of up to 10 days. Usually, the amount is credited to your credit card within two months. If the recipient of the item is not the buyer of the item, the amount will be refunded to the original buyer and the credit card owner. Please note that shipping costs will not be refunded.
Please note that international customs duties and sales taxes for shipments outside the EU are not reimbursed.
Can I exchange my product for a different product?
You can trade any item for another item, provided the item is in stock. The exchange of items does not involve any additional costs. If the amount exceeds the original order, you will receive an additional invoice. If the amount is lower than the original order, you will get your money back.
How do I get a return number for my returned/exchanged item?
Sign in to your account. Go to ‘My Account’ and choose the ‘Orders’ option. Click the ‘Details’ button regarding the order you want to return. You can now return your order by completing all required information. After you click ‘Send’ you will get a return number.
Can I return a gift voucher?
No. Gift vouchers are valid for one year from the purchase date and can not be returned. The total value can also be redeemed in intervals during different orders.
How do I get my money back for my returned item?
We can refund the amount to your credit card or bank account.
How can I contact customer services?
You can send an email to info@chalrose.com or a Whats App message with your question to: +31 06 29490982
We are open during office hours from Monday to Friday from 9:00 to 17:00, except for public holidays.
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