FAQS

QUESTIONS?

Contact us at staycool@chillibeanseurope.com and make sure to include your full name and order number, if applicable, so we can expedite your inquiry as quickly as possible.

CUSTOMER SERVICE HOURS:

We are here to assist you from Monday to Friday between 9:00 AM to 6:00 PM (London time).

IS IT SAFE TO SHOP ON CHILLIBEANSEUROPE.COM?

Absolutely! All of your payment information is kept safe and secure and you can check out with either PayPal or your credit card. For Portugal, you are also able to buy via Multibanco and you should expect to receive an email with the necessary references to make the payment. 

WHERE IS MY ORDER?

If your order seems to be taking longer than anticipated, as well as for any further questions on shipping, please contact us via email to staycool@chillibeanseurope.com. Our Customer Care Team is here to assist you on any queries you may have.

HOW LONG WILL IT TAKE TO GET MY ORDER?

You should expect to receive your parcel within the next 3-5 business days after the order is placed in our website. Standard Shipping is 5€ for all orders in our website.

 

CAN I TRACK MY ORDER?

You can expect to receive an email from our Customer Support Team with all the necessary references to make the tracking of your order. In the meantime, if you have any questions or concerns about where the parcel is, do not hesitate to send us an email to staycool@chillibeanseurope.com and we will be happy to assist you.

WHAT IS YOUR RETURN POLICY?

Change of heart? We will happily exchange or return your unworn sunnies or watch within a period of 30 days of purchase for FREE. Sunglasses or Watches must be in original condition and you must send back the items to us as soon as you have the intention to return them.

For manufacturing defects, exchanges and full refunds are available within a period of 6 months of purchase.

Contact us at staycool@chillibeanseurope.com for more information and make sure to include your full name and order number.

WHAT IF I HAVEN’T RECEIVED A CONFIRMATION EMAIL?

As soon as your order is placed, you should receive an email confirmation. If you checked out with PayPal, be sure to check the email account associated with your account. If you did not receive this email, it is possible that something went wrong when processing your order or confirming your payment. Therefore, please send us an email to staycool@chillibeanseurope.com including your name and your order number in case you were able to proceed with the purchase but you have not received a confirmation email.

CAN I CHANGE OR CANCEL MY ORDER?

Please email us at staycool@chillibeanseurope.com for all inquires related with exchanges or cancellations. Don’t forget to include your full name and order number so that we are faster when assisting your situation.  

WHAT SHOULD I DO IF I RECEIVE AN ERROR MESSAGE WHEN TRYING TO PLACE AN ORDER?

Confirm you’ve properly filled out all details including your name, email, shipping address and phone number. If you are still having issues, please contact us at staycool@chillibeanseurope.com and we will help you with all the steps of the purchase of your favourite products.

DO YOU HAVE A PHYSICAL STORE LOCATION I CAN VISIT?

Currently, you can find our physical stores in Brazil, Colombia, Mexico and Peru, Europe (Portugal), Asia (Kuwait) and North America (United States). Please don’t hesitate to contact us at staycool@chillibeanseurope.com and we will help you find the nearest location to you.

 

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