FREQUENTLY ASKED QUESTIONS
1. HOW CAN I CONTACT CHANEL?
If you need assistance with the CHANEL E-SHOP, please contact our Customer Service through the following methods during service hours.
● Call: +6019-613 2988
● Email: email@example.com
● Operating Hours: Monday to Friday 10.00 a.m. – 7.00 p.m. excluding Public Holidays
2. HOW DO I PLACE ORDER ONLINE?
After selecting the product, you wish to order through CHANEL E-SHOP, please click “Add to Cart” and indicate your desired quantity.
You may at any time view and/or edit the contents of your cart by clicking the shopping cart icon found in the top right corner of all pages on the website. By clicking “View Cart,” you will be able to validate or edit your cart and then proceed to check out.
Once your payment has been made, a thank-you page will appear with your order number indicating that your order has been received. A confirmation will also be sent to you by email.
3. CAN I ADD A GIFT MESSAGE AFTER PLACING MY ORDER?
Unfortunately, if you did not select the gift card option during checkout, we are unable to add a gift message after your order has been processed.
4. WHAT ARE MY PAYMENT OPTIONS ON CHANEL E-SHOP?
We accept payment via credit card, including Visa® and MasterCard®. You must be the cardholder of the credit card used for purchase.
5. WHEN WILL MY PAYMENT BE PROCESSED?
Your account will be debited when your order ships. You will receive a message from us confirming the shipment of your order.
6. CAN I CHANGE MY CREDIT CARD AFTER PLACING AN ORDER?
We apologize, but we are unable to allow changes to credit card information once an order is placed.
7. HOW DO I GET A RECEIPT FOR MY PURCHASE FROM CHANEL E-SHOP?
Your receipt will be attached to the confirmation email after placing an order through the CHANEL E-SHOP.
8. HOW WILL MY ORDER BE PACKAGED?
Every order is prepared with the utmost care and delivered in a CHANEL keepsake gift box or origami bag.
9. WHERE DO I FIND MY ORDER NUMBER? / WHERE IS MY ORDER CONFIRMATION NUMBER?
Your order confirmation number is printed at the top of the order confirmation & receipt that was sent to the email address you entered when you placed your order.
If you cannot find the email in your inbox, please check your Junk E-mail or promotion folders.
To check on CHANEL E-SHOP website by logging in to your account then click on my orders. You will then be able to find your order number.
Cancelled Orders: the order has been cancelled due to lack of availability of the product. It is also possible that payment of your order has not been validated.
Pending Orders: payment for the order has not been finalized. A Customer Service adviser will contact you as soon as possible to assist you with your order.
In Preparation: the order has been validated and is being prepared.
Shipping: your order has been shipped. You will receive an email confirmation with your tracking information.
Completed: the order has been shipped to the delivery address that you provided when you placed your order online.
10. WHERE ELSE CAN I PURCHASE THESE PRODUCTS (IN-STORE)?
We have a selection of CHANEL favorites, new products and best-selling fragrance, makeup and skincare products online. If the product you would like to purchase is not available on CHANEL E-SHOP or you would like to purchase these items in-store, please check “Store Locator'' for your nearest CHANEL Fragrance and Beauty Boutique or Counter at https://www.chanel.com/my/.
11. WHERE DOES CHANEL E-SHOP DELIVER?
CHANEL E-SHOP ships to all addresses in Malaysia (hereinafter the "Delivery Area").
Orders placed on CHANEL E-SHOP cannot be shipped internationally.
Orders placed on CHANEL E-SHOP cannot be collected directly from any CHANEL Fragrance and Beauty Boutique or any Counter. Please call us at +6019-613 2988 if you have further questions.
12. WHAT ARE MY SHIPPING OPTIONS?
We offer complimentary shipping with all orders. You can have your orders delivered within Malaysia (terms and conditions apply). We cannot ship to international addresses.
Orders are shipped via a third-party service provider. Under normal circumstances please allow about 3 – 5 business days (West Malaysia) and 5 – 7 business days (East Malaysia) from the date your order(s) is accepted by us.
Please call us at +6019-613 2988 or email at firstname.lastname@example.org if you have any questions.
13. WHAT IS THE DELIVERY AND COLLECTION AREA?
We deliver to all residential/ commercial addresses within Malaysia (hereinafter the "Delivery Area").
Products purchased via CHANEL E-SHOP may only be delivered to addresses within the Delivery Area. Any delivery address located outside of the Delivery Area will be refused during the ordering procedure. We will not process any order for which a post office box, parcel locker, parcel pick-up service address is provided.
An acknowledgement of receipt of the products may be requested from you by our designated shipping company to verify the products ordered. If we fail to reach you, we can rearrange the delivery.
If the quantity of products received does not match with your order, please contact our Customer Service at +6019-613 2988 within 7 days after the products have been received.
For health and safety concerns, if there are confirmed or probable COVID-19 cases at the building at which the delivery address is situated, the delivery service will be suspended and re-arranged at the sole discretion of CHANEL. Our Customer Service will contact the customer accordingly.
The delivery service arrangement may be changed from time to time upon CHANEL’s sole discretion.
14. CAN I CHANGE MY SHIPPING ADDRESS AFTER PLACING AN ORDER?
We truly apologize, but we are unable to allow any shipping address changes once an order is placed.
15. CAN I EXCHANGE OR RETURN A PRODUCT PURCHASED FROM CHANEL E-SHOP?
Exchange or return may be accepted within 7 days with original receipt and products in original packaging. If you wish to exchange or return your order(s), please contact our Customer Service at +6019-613 2988 (Monday to Friday between 10.00am – 7.00pm excluding Public Holidays) or by sending an email to: email@example.com to make a request for return. CHANEL Customer Service will assess the issue and assist you with the return.
All exchange and return of merchandise will be subject to the final decision of CHANEL.
16. WHAT IF I THINK MY ORDER IS LOST?
If you suspect that your order has been lost, please call a Customer Service at +6019-613 2988 for assistance tracking your order.
17. HOW DO I CANCEL MY CHANEL E-SHOP ORDER?
Regretfully, we are unable to modify or cancel your Chanel E-SHOP order once placed. We apologize for any inconvenience this may cause you.
18. HOW DO I CHANGE/RESET ACCOUNT PASSWORD?
Go to the CHANEL E-SHOP Account. At the login screen click “Forgot Password”, enter the email address you used to create your account, and a Reset Password email and link will be sent to you to reset your password. Alternatively, contact Customer Service to assist you.
19. WHAT ARE YOUR TERMS AND CONDITIONS OF SALE?
We invite you to view our Terms and Conditions of Sale. They are accessible at the bottom of the website page and must be accepted before an order is finalized.
20. WHAT INFORMATION DO YOU RETAIN?
If you have any questions or concerns about how we collect, process and use your personal data, or would like to exercise any of your rights above, please contact our Customer Service at +6019-613 2988 between Monday to Friday 10.00am – 7.00pm; excluding Public Holidays OR by sending an email to: firstname.lastname@example.org.
21. WHERE ARE YOUR STORE LOCATIONS?
Please view the Store Locator https://www.chanel.com/my/storelocator/ to find your nearest CHANEL Fragrance & Beauty Boutique.
22. CAN’T FIND THE ANSWER YOU WERE LOOKING FOR?
Please contact CHANEL E-SHOP Customer Service at +6019-613 2988 between Monday to Friday 10.00am – 7.00pm; excluding Public Holidays OR by sending an email to: