Frequently Asked Questions
- Where are Chinese Laundry Stores Located?
- Do Chinese Laundry shoes come in extended sizes?
- Does Chinese Laundry offer price matching?
- Who can I contact about Credit/Debit Card issues?
- How is my personal information being used?
- Can I apply more than one coupon to my order?
- What is the return policy?
- Can I order if I live outside of the United States?
- Does Chinese Laundry ship to PO Boxes?
- What payment methods are accepted?
- How is sales tax calculated?
- How will I know if my order went through?
- How long will it take to receive my order?
- What is the status of my order?
- Will the carrier deliver my package if I am not home?
- How do I cancel an order?
- What styles are excluded from promotions and discounts?
Click here for a list of our store locations.
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.
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 of the shoe/shoes. This offer also applies to our corporate brands (CL by Laundry, Kristin Cavallari by Chinese Laundry, Elise and Dirty Laundry.) For exclusions and details on price matching click here.
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.
For International orders, all support is handled by our partner, International Checkout. Click here for contact on all support questions and issues.
No, you can only apply one coupon per order. Coupon codes are only valid at chineselaundry.com and not valid in retail stores unless otherwise stated.
Our goal is complete customer satisfaction. If for any reason you are unhappy with your purchase, your unworn items may be returned/exchanged within 30 days of the date printed on the receipt. Returns will be refunded in the original method of payment. Returns/exchanges will not be accepted after 30 days. All merchandise must be returned in the original packaging accompanied with a packing slip. Without the packing slip, a refund will be made in the form of an even exchange or a merchandise credit for the current selling price. Returns originally charged to a debit or credit card may be returned or exchanged in one of our Chinese Laundry stores. Purchases made on PayPal MUST be returned to our fulfillment center.
Shipping is non-refundable. To make returns easy, we include a return label with your purchase. A $7.00 fee will be deducted from your refund to use our label.
Items purchased during a Buy One, Get One 50% 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 return item will be listed on the receipt as "Return Handling Fee".
We guarantee against manufacturer's defects within 60 days of purchase. Regular wear and tear do not qualify. For International orders, click here for contact information on all issues regarding exchanges and refunds.
PLEASE SEND YOUR EXCHANGES/RETURNS TO:
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 either a credit or exchange will be required to return the product at their own expense. No exceptions!
We now ship internationally through International Checkout to over 250 destinations, including APO / FPO and US Territories.
We do not ship to PO Box addresses at this time. You must provide a physical shipping address.
You can use your Visa, MasterCard, American Express or Discover cards or PayPal to shop online. International orders may also use PayPal, SafetyPay, and International Credit Cards.
Please Note: Domestic orders must be paid for using a Domestically-issued (US) Credit Card. International Credit Cards will not be honored for Domestic orders. To use an International Credit Card for payment, you must choose the "International Checkout" option when checking out.
CHINESE LAUNDRY charges sales tax for all online orders that are being shipped to locations in California, Missouri and Nevada. Other states are not charged at this time.
Please Note: Sales tax is calculated on the retail price of an item BEFORE any coupon discounts are applied. Some jurisdictions require us to tax shipping.
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 Internet Customer Service representatives at (888) 935-8825, or click here to check your order.
For International orders, click here for contact on all issues.
Customers living in the U.S. and U.S. territories should receive online orders within 7 to 10 business days. Express Delivery is also available. Please keep in mind it may take up to 5 business days before an item ships from the warehouse. This includes express shipping orders!
If you placed your order while signed in, you can login to your account and click on “order status” and 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.
Shipments that do not require a signature can be left in a safe place, out of sight and out of 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.
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 firstname.lastname@example.org 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 and item/order that is out of stock or on backorder, please contact customer service by sending an email to email@example.com or call (888) 935-8825. Once your item/order has been cancelled, you will be notified via email via a cancellation confirmation. If for any reason your order is unable to be cancelled and has been shipped, you will need to follow the Returns process to return the product.
The following styles are excluded from promotions and discounts: Benita, Briella, Catt, Crushing, Easy Does It, Jump To It, Kane, Krush, Lash, Laurel, Leeds, Ryne, Sonoma, Sonya, Springfield, Starlight and Tessa.