Frequently Asked Questions
Why are some items marked as final sale or non-returnable?
Lingerie and/or swimwear, and discounted items cannot be returned or exchanged, due to transport restrictions or the nature of the items.
Can I change or cancel my order?
It's possible to cancel your order or change the size, color, etc., but it will depend on the status and availability of stock. Please contact our customer service team at customerservice.man@chapeauvalencia.com as soon as possible and we'll see if we can assist you. If the order has already been shipped, we won't be able to make changes and all shipping, return, and customs charges will apply.
The items from Chapeau are authentic?
Chapeau is an official distributor of all the brands it offers, and all the products on this website as well as in our stores are 100% authentic.
Our products are brand new and come from some of the best luxury and emerging brands worldwide, selected by our team of experts.
We ship items in the packaging provided by the brand. Authenticity cards and protective bags are always included if supplied by the brand.
When will my order be processed?
Orders are packaged and processed daily, except for Spanish holidays.
Any orders placed on Friday after 16:00 CET will begin processing the following Monday.
Chapeau will contact you with a tracking email if the item you selected is out of stock, and a full refund will be issued.
What should I do if I believe the item I purchased on your website is defective?
Please send us an email to customerservice.man@chapeauvalencia.com, and we will investigate it for you. Provide your order number and photos of the item. Items that have been damaged as a result of normal wear and tear, accident, or misuse will not be considered defective.
Can I change the shipping address of an already placed order?
Unfortunately, it's not possible to change the address once the order has been placed. Please send us an email to customerservice.man@chapeauvalencia.com as soon as possible if you believe you've made an error with your shipping address.
What happens if I refuse a delivery at the time of arrival?
If you refuse a Chapeau order, you will be responsible for the shipping costs, any import fees, and the cost of returning it to Chapeau. This amount will be deducted from the refund to be issued.
Can I use my in-store credit at the online store?
Unfortunately, it's not possible due to system incompatibility. In-store credit can only be used at our physical stores.
Can I return items purchased online at your physical store?
Items purchased online can be returned in-store, Monday to Friday from 10:15 to 14:15 (Madrid time) so that our ecommerce team can handle all requests.
The refund process may take between 7 and 10 days.