Frequently Asked Questions

Order(s) questions

The default pricing on our site is in USD, the conversion rate depends on your issuing credit card company used on the transaction. Please see our currency converter located at the bottom of our website to change currency on the site. The site will default US Dollars on the checkout page.

We know how important your order is, so we aim to fulfil orders as quickly as possible! Unfortunately we cannot change or cancel an order once it has been placed.

If you have received damaged item(s), we offer money-back guarantee within 30 days as per our Refund Policy.

There are several reasons why your order may have been cancelled:

- The item(s) sold out.

- There is a delay in replenishment for your item(s).

- We are unable to verify your billing information and/or your billing address does not match the credit card on file for the order. If the billing address stated on the order does not match with what the credit card issuer or bank has on file, please contact your credit card issuer or bank to verify that the billing information is correct. Once updated, you may create a new order using the correct billing address.

If your order is cancelled for any of the reasons above, you will receive an email confirming your order’s cancellation. The full amount of the order will be refunded back to the original form of payment used. Refunds can take up to 2-5 business days to clear and additional 7-10 business days for the amount to post to your account, depending on your financial institution.

If you do not receive an email from us within a few hours of placing your order, be sure to check your personal Spam folder.

Alternatively, to check your order(s), log into your chilloutshop.com account and select the “Order history” option to review your order history.

If you ordered without creating an account and you are still unable to locate the confirmation email for your order, please contact our team as soon as possible!

Depending on the item(s) and shipping method selected, most orders leave our distribution center within 1-10 business days after the order is placed (excluding Saturdays, Sundays, and public holidays). To be absolutely accurate, 97.66% of our orders are shipped within 5 business days. More than a half of our orders are shipped within 3 business days or less. Thank you for your patience.

To report a damaged item, please use the following process before returning:

Take a photo of the item which clearly displays the damage and email the photo to our team support@chilloutshop.com along with a description of the damaged item and your order number.

Once we receive your email and assess the damage, we will be in contact with you to determine the needed outcome.

Returns are processed within 7-14 business days after your item(s) are delivered to our distribution center. Depending on the shipping method and carrier that was selected to return, your return package may take several days to reach us. Please hold on to your return tracking number for your records as we are not responsible for packages being lost.

Once your return has been processed, you will be issued store credit in the form of a chilloutshop.com discount code. The discount code will be sent to the email used and you can use it to purchase a new order.

During holidays and times of high volume, returns are subject to delays. Thanks for you patience.

If you are still waiting to receive store credit for your return, please write an email to our team support@chilloutshop.com with your order number and the name of the item(s) returned along with:

- Proof of postage / Return postage receipt

- A return tracking number

Yes we do! Order products for your team, event, or organization and save up to 30%.

You're eligible for a discount if you order at least 25 of the same product or make an order greater than 500$. Feel free to mix product sizes, colors, and designs! The discount is not applied automatically at checkout, you need to contact our support team before you make an order, we will generate a discount code customised for you. Bulk orders can't be combined with other discounts (e.g. returning customer discounts). The % off depends on the product and the amount you order, the bigger the order, the greater the discount.

To learn more about the bulk discounts please write an email to our team support@chilloutshop.com.

If you have received damaged item(s), we offer money back guarantee within 30 days as per our Refund Policy.

We are unable to accommodate exchanges as per our Refund Policy.

It’s important to note that printed colors may look slightly different on the real product than what you see on your computer monitor. Even if you have calibrated your monitor to a specific color profile, there are various factors that influence the final appearance of colors on a printed product. Because of this, we can’t guarantee color accuracy 100%.

DTG printing process is best suited for garments that are 100% cotton. So if you’re looking for the most opaque result, 100% cotton clothing is your best bet. This fabric generally has a better result due to its tight weave.

We also offer printing on poly blends and tri-blends. Our fulfillment team has worked hard to develop a system that allowed us to print on such garments without compromising print quality. Due to the looser weave and combination of fabrics, these garments will have a faded/vintage outcome with DTG printing. This is a pretty cool effect, but may not be ideal for you if you want a more opaque outcome.

Shipping questions

We ship almost everywhere worldwide! All our shipping methods have tracking included, with the exception of domestic carriers in some countries.

Our shop isn't available in some countries because of legal restrictions or shipping carrier limitations. For now we are not available in and don't ship to Cuba, Iran, Crimea, Syria, and North Korea. This list may change periodically.

We have multiple distribution centers across the world as we aim to provide best experience and deliver orders as quickly as possible. At the moment, most of the USA orders will be sent from our USA distribution center while most of the Europe orders will be sent from our Europe distribution center.

From time to time when stock becomes unavailable in one of our distribution centers we will ship your order from a different one. All other countries will be served based on stock availability and distance.

In some instances, delivery may be delayed depending on your country's customs. We and the carrier do not have control over how long customs deem fit to hold a package. In addition, certain countries may apply tariffs after the package is accepted. Although we do our best to ensure you will not need to pay extra for tariffs, we suggest checking with your local post office to find out if that applies to you as we do not cover additional customs fee charges.

We are not responsible for applicable customs fees, import duties, taxes, or any other charges.

At the moment we offer free shipping for orders above 25$ to the following countries:

Albania, Andorra, Austria, Belarus, Belgium, Bosnia And Herzegovina, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Moldova, Norway, Republic of Monaco, Montenegro, Netherlands, North Macedonia, Poland, Portugal, Romania, San Marino, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Ukraine, United Kingdom, Holy See (Vatican City State) and United States

Our average free shipping time is 4 business days depending on the order's destination, although it can take up to 3 weeks until you receive your item(s).

If you need faster shipping then you should choose an express shipping option.

All our shipping methods have tracking included, with the exception of domestic carriers in some countries. We want your customers to get their orders on time and lower the risk of getting their shipments lost. So we're offering our most reliable shipping methods!

Based on current processing times, please allow up to 3-7 business days for your tracking information to be updated and available. You will receive an email with tracking information as soon as your order ships from our distribution center. Thank you for your patience.

When your order is placed, you will receive an automatic confirmation email. Your order will process, and when it's ready to leave our distribution center you will receive a second email with tracking information for your shipment.

Receiving a shipping confirmation email does not necessarily mean that the carrier has picked up your package from our distribution center. Depending on the shipping method selected, please use the carrier’s tracking features to determine when your package is picked up, in-transit, and delivered to your door.

Technical questions

Don’t worry! Simply click the “Forgot?” link next to the login button and follow the instructions provided. Please don’t hesitate to contact our team if you continue to experience any problems logging in.

Shopping on our website is always safe and secure as per our Privacy Policy.

In order to unsubscribe, simply click on the "Unsubscribe" link located at the bottom of your email. Doing so will allow you to manage your preferences, including (but not limited to) unsubscribing from our mailing list.

Still need help?

Contact our team or alternatively write us an email at support@chilloutshop.com.