FAQs
ORDERS
Are you a retail store?
We are not a traditional brick and mortar but are partnered with various GTA boutiques and creative collectives for in store shopping; explore stockists.
Can I cancel, change or add to my order?
Yes you can. As long as the order hasn't been shipped you can make changes. Just email your request to orders@rochellechongdesigns.com.
Why was my order cancelled?
We normally send an explanation when we initiate a cancelled order. We will cancel any order where the product has been discontinued and/or we will not be able to get it shipped out to you within 10 business days. We will also cancel any order deemed fraudulent immediately.
DISCOUNTS/PROMO CODES
Where do I enter the coupon code during the checkout process?
Once you've added all the items to your cart, click the 'checkout' button. You'll then be directed to the 'Customer Information Page'. On the right side of this page, all of the items in your cart will be displayed. Below the items in your cart, there is a section labelled 'discount'; this is where you would enter your coupon code.
SHIPPING
When will my order be shipped?
Orders are shipped out within 1-2 business days after order verification; under normal business climate. For busier periods please allow for 1 additional business day. If you need an item right away please indicate that in the "Notes" section of your order when you check out.
How long does it take for my order to be delivered?
Orders will be shipped with 1-2 days with shipping to vary depending on area. Please refer to our "Shipping Policy" page for more information. Delivery estimates are provided by the carrier at the checkout. Please note delivery times are based on when the order is shipped not on when the order was placed.
What shipping methods do you offer?
We currently offer shipping via Canada Post and UPS.
Can I cancel my order after it has been shipped?
Orders cannot be cancelled after they have been shipped.
My item(s) arrived damaged. What can I do?
We apologize for the inconvenience of receiving a damaged item. Please contact us immediately with a corresponding picture and/or video if requested. Assessment to be done and case opened with shipping provider by buyer for insurance purposes prior to any processing of replacement items. Please email us at orders@rochellechongdesigns.com.
Alternative Payment Methods: At Rochelle Chong Designs, we offer an easy and secure purchasing experience. We have also set up the following alternate methods of payment for individuals throughout Canada:
- Cash on Delivery
- Email Funds Transfer
*Please note that some options only apply for in person pick-ups or drop offs throughout the Greater Toronto Area (GTA).