FREQUENTLY ASKED QUESTION
CONTACT US
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: +62 21 2927 2727
Email: e-shop-id@chanel.com.id
Operating Hours : Monday to Friday 09.00 WIB - 17.00 WIB (excluding Public Holidays)
ONLINE ORDER
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 e-mail.
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.
WHAT ARE MY PAYMENT OPTIONS ON CHANEL E-SHOP?
We accept payment via credit card, including Visa and MasterCard and also Bank Transfer via Virtual Account. You must be the cardholder of the credit card used for purchase.
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.
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.
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.
WHERE DO I FIND MY ORDER 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.
Unpaid 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.
Paid Orders : payment for the order has been finalized.
Preparing : the order has been proceed.
Shipped : your order has been shipped. You will receive an email confirmation with your tracking information.
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.
SHIPPING
WHERE DOES CHANEL E-SHOP DELIVER?
CHANEL E-SHOP ships to all addresses in Indonesia.
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.
Please call us at +62 21 2927 2727 or email at e-shop-id@chanel.com.id if you have further questions.
WHAT ARE MY SHIPPING OPTIONS?
We offer complimentary delivery to the address provided by you in your order(s) for order(s) of Rp2.000.000 and above. A regular delivery fee applies for order(s) below Rp2.000.000 (terms and conditions apply). We cannot ship to international addresses.
Order are shipped via a third-party service provider. Under normal circumstances please allow about 2-7 business days from the date your order(s) is accepted by us.
Delivery lead time is depending on the delivery area:
JABODETABEK : 2-3 business days
Pulau Jawa : 2-6 business days
Luar Pulau Jawa : 3-7 business days
Delivery may take longer time during marketing campaign periods, holidays, and unforeseen circumstances such as extreme weather conditions.
Please call us at +62 21 2927 2727 or email at e-shop-id@chanel.com.id if you have any questions.
WHAT IS THE DELIVERY AREA?
We deliver to all addresses in Indonesia.
An acknowledgement of receipt of the products may be requested from you by our designated shipping company to verify the products ordered.
If the quantity of products received does not match with your order, please contact our Customer Service at +62 21 2927 2727 or email at e-shop-id@chanel.com.id within 3 days after the products have been received.
The delivery service arrangement may be changed from time to time upon CHANEL's sole discretion.
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.
RETURNS
CAN I EXCHANGE OR RETURN A PRODUCT PURCHASED FROM CHANEL E-SHOP?
Exchange or return may be accepted within 3 days with original receipt and products in original packaging. If you wish to exchange or return your order(s), you may make a request or contact our customer service at e-shop-id@chanel.com.id
All exchange and return of merchandise will be subject to the final decision of CHANEL.
WHAT IF I THINK MY ORDER IS LOST?
If you suspect that your order has been lost, please call a Customer Service at +62 21 2927 2727 for assistance tracking your order.
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.
GENERAL
HOW DO I CHANGE/RESET ACCOUNT PASSWORD?
Go to CHANEL E-SHOP Account. At the login screen click “Forgot Password”, enter the email address you used to create your account, and a Verification Code will be sent through email to you to reset your password. Alternatively, contact Customer Service to assist you.
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.
WHAT INFORMATION DO YOU RETAIN?
You can find out what information we collect, how we use your information, and how you can update or delete your information via our Privacy Policy.
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 +62 21 2927 2727 between Monday to Friday 09.00 WIB - 17.00 WIB; excluding Public Holidays or by sending an email to: e-shop-id@chanel.com.id.
WHERE ARE YOUR STORE LOCATIONS?
Please check Store Locator to find your nearest CHANEL Fragrance & Beauty Boutique through Chanel.com
CAN’T FIND THE ANSWER YOU WERE LOOKING FOR?
Please contact CHANEL E-SHOP Customer Service at +62 21 2927 2727 between Monday to Friday 09.00 WIB - 17.00 WIB ; excluding Public Holidays or by sending an email to: e-shop-id@chanel.com.id