Product

Are the bags handmade?

Yes. Every ChouchouBag is crocheted by hand. Subtle variations are part of the craft.

What materials do you use?

Materials and components (including metal hardware and plexiglass details) are listed on each product page.

Will my bag look exactly like the photos?

We aim for accuracy, but colour can vary by screen and lighting. Handmade pieces may differ slightly.

Where do I find measurements and details?

Each product page includes dimensions, strap/handle drop, approximate weight, materials, and care notes.

What do "Classic / Seasonal / Limited Drop / Exclusive" mean?

  • Classic: core styles
  • Seasonal: limited seasonal variations
  • Limited Drop: small-batch releases
  • Exclusive: reserved for VIP clients and/or selected partners

Will sold-out items return?

It depends. Use back-in-stock alerts or join the waitlist/reservation where available.

What product customisation options are available?

Where offered, bags can be customised with glass pearl fringes (full-length, half-length, or bottom droplets) and a detachable crossbody chain (bronze, silver, gold, or black). Options and pricing are shown on each product page.

What's the difference between product customisation and VIP bespoke?

Product customisation refers to add-ons shown directly on the product page. VIP bespoke refers to requests beyond the standard online options (subject to feasibility and approval).

How do I know my bag is authentic?

Authentic ChouchouBag pieces are sold via chouchoubag.com and authorised selected partners only.

Orders & Payment

Can I check out as a guest?

Yes. Account creation is optional.

What updates will I receive?

Order confirmation, payment confirmation, and shipping confirmation with tracking (plus key updates if needed).

Can I change or cancel my order?

If it hasn't shipped, we'll do our best to help—contact us as soon as possible.

Ready-to-ship vs made-to-order vs pre-order?

  • Ready-to-ship: dispatched after processing
  • Made-to-order: crafted after purchase
  • Pre-order: reserved in advance; timing shown on the product page

How long does made-to-order take?

Typically 2–4 weeks, plus shipping.

How fast do ready-to-ship orders dispatch?

Usually 1–2 business days, plus shipping.

What payments do you accept?

Card payments via Stripe and PayPal.

What currencies can I shop in?

CHF, EUR, GBP.

When am I charged?

Immediately at checkout.

My payment was declined—what should I do?

Please try again, use an alternative payment method, or contact your bank (authentication/security checks can block payments). If it continues, contact us and include the time of attempt and any on-screen message.

Do you offer discounts?

We may offer seasonal sales, promo codes, partner/influencer codes, and loyalty discounts (terms vary).

Final Sale—what does it mean?

Only items clearly marked Final Sale are non-returnable.

Do you sell gift cards?

Not at this time.

Where is my invoice/receipt?

Your order confirmation email serves as your purchase record. If you need an invoice, contact us with your order number.

Can I request a duplicate invoice?

Yes—contact us and we'll assist.

Delivery

Where do you ship from, and where do you ship to?

From Switzerland, worldwide.

Which carriers do you use?

Primarily Swiss Post and DHL, depending on destination.

How is shipping priced?

Calculated at checkout.

Do you offer Standard and Express?

Yes, where available at checkout.

How long does delivery take?

Delivery time depends on destination and service selected. As a general guide (from dispatch, excluding production time):

  • Switzerland: typically 1–3 business days
  • Europe: typically 2–7 business days
  • UK: typically 3–8 business days
  • North America: typically 4–10 business days
  • Rest of world: typically 6–14 business days

Checkout estimates are the most accurate, and customs processing may add time.

How do I track my order?

Tracking is provided in your shipping confirmation email. If you created an account, your tracking may also appear there.

Shipping

Can I ship to a different address than my billing address?

Yes—enter your preferred delivery address at checkout.

Can I ship one order to multiple addresses?

No. Please place separate orders for separate delivery addresses.

Can I change my address after I place an order?

If your order hasn't shipped, we'll do our best to update it—contact us immediately.

Can I change my address after dispatch?

Once dispatched, changes are limited and depend on the carrier. Please follow your tracking instructions and contact the carrier directly where possible.

Do you deliver to PO boxes?

No.

Is a signature required?

Yes—signature on delivery is required.

Are shipments insured?

We ship with standard carrier coverage; additional insurance isn't included by default.

Will I pay duties/taxes?

Where available, duties/taxes are prepaid at checkout. Otherwise, import charges may be collected on delivery (shown at checkout). Customs policies vary by country.

My parcel is delayed/lost/damaged—what now?

Please contact the carrier first via your tracking. If the carrier cannot resolve the issue, contact us with your carrier case/reference number and we'll support where possible.

What happens if my parcel is returned to sender?

If a parcel is returned as undeliverable or unclaimed, we'll contact you to confirm next steps. Reshipment may require an updated address and additional shipping charges.

Returns, Exchanges & Refunds

What is your return window?

14 days from delivery (eligible items only).

What can't be returned?

Final Sale items, made-to-order, bespoke/custom-made, and gift cards (not sold).

Return conditions?

  • Unused and in original condition
  • Original packaging
  • Tags/labels intact (where applicable)

How do I start a return?

Contact us with your order number and the item(s) you wish to return. We'll confirm eligibility and provide return instructions.

Is return shipping free?

The first return per order is free (prepaid label provided). Additional returns from the same order are at the customer's expense.

How do I use the prepaid return label?

Follow the instructions we send with your return approval. Keep your drop-off receipt until your return is confirmed.

Do you offer exchanges?

Yes, subject to availability.

Who pays shipping for an exchange?

The customer covers shipping for the replacement shipment.

How are refunds issued?

After receipt and inspection, refunds go to the original payment method. Bank processing times vary.

Wrong/defective item?

Contact us within 14 days of delivery with photos and your order number. Please keep the packaging until we confirm next steps.

Gifting & Packaging

Can I ship directly to a recipient?

Yes—enter the recipient's address at checkout. Signature is required on delivery.

Do you offer gift packaging?

All orders are shipped in ChouchouBag packaging. If you have a specific gifting request, contact us before dispatch and we'll confirm what's possible.

Can I include a gift message?

Yes—add a note at checkout (where available) or contact us immediately after ordering.

Will the price be included in the parcel?

Your invoice is handled digitally. For international orders, customs documents may display the order value as required.

Can the recipient exchange or return a gift?

Yes, as long as the item is eligible and within the return window. Contact us with the order details.

Care & Services

How should I care for my bag?

Avoid overloading, moisture, heat, and friction. Store cool and dry. Follow product-specific notes on the product page.

Do you offer repairs?

Yes—case-by-case. Paid repairs are available depending on the issue.

How do I request a repair quote?

Contact us with photos, a short description of the issue, and your order details (if available). We'll advise next steps and pricing.

Who pays shipping for repairs?

The customer covers shipping both ways.

Do you offer replacement parts?

Where possible (e.g., chain/hardware), we may be able to help—contact us with photos and your request.

Do you offer a warranty?

Yes—1-year limited warranty. Contact us with photos and your order details.

What isn't covered by the warranty?

Normal wear and tear, accidental damage, improper care, unauthorised alterations/repairs, and damage caused by misuse.

VIP & Bespoke

How do I become VIP?

VIP status is granted at 3,000 CHF lifetime spend (CHF equivalent). VIP is linked to the email address used at checkout.

What does VIP include?

Access to bespoke orders and exclusive colours/designs.

What can be customised through VIP bespoke?

Currently: colour and hardware (subject to feasibility and availability).

How do I request a bespoke order?

Contact us with your request (style, colour, hardware preferences). We'll confirm feasibility, pricing, and timeline.

How does payment work for bespoke orders?

50% deposit, balance due before shipping.

How does payment work for bespoke orders?

50% deposit, balance due before shipping.

When does production start?

Once the design is approved, the deposit is received, and materials are allocated/ordered.

Can I cancel a bespoke order?

Yes—up to 2 days before production starts. After that, cancellation may not be possible.

Can I return a bespoke order?

No—bespoke pieces are non-returnable.

Contact

How can I reach you?

Website contact form · Instagram DM · Phone call-back request · Live chat

Customer service hours?

Mon–Fri, 10:00–17:00 (Switzerland time)

Tip

For faster assistance, include your order number and clear photos (where relevant).