FAQS
Got questions? We've got you covered. Find everything you need to know about orders, shipping, sizing, and more below.
Contact Us
How do I contact Chaiya Co?
Our Customer Care team is here to help. You can get in touch by emailing hello@chaiyaco.com, and we'll aim to respond within 1–2 business days.
What are your customer service hours?
Our team is available Monday to Friday, 9:00am–5:00pm (GMT/BST), excluding UK public holidays.
Shipping & Delivery
Where do you ship?
We currently ship worldwide from the UK. Shipping options and costs are calculated at checkout based on your location.
How long does delivery take?
Orders are typically processed within 1–3 business days. Estimated delivery times are:
- UK Standard: 2–5 business days
- UK Express: 1–2 business days
- Europe: 3–10 business days
- International: 5–15 business days
Please note that delivery times are estimates and may vary during busy periods.
Do you offer express shipping?
Yes. Express delivery is available for selected UK orders and can be chosen at checkout.
How can I track my order?
Once your order has been dispatched, you'll receive a confirmation email containing your tracking details. Please allow up to 24 hours for the tracking information to become active.
Orders & Payments
Can I cancel my order?
Once an order has been placed and processed, it cannot be cancelled due to the nature of our products. If you need to make a change to your order, please contact us as soon as possible at hello@chaiyaco.com. While we cannot guarantee changes after processing, we’ll always do our best to help where possible
Can I amend my order?
If you need to change your shipping address or order details, please contact us as soon as possible. While we'll always do our best to help, we can't guarantee changes once processing has begun.
What payment methods do you accept?
We accept all major debit and credit cards, along with a range of secure payment options available at checkout, including Shop Pay, Apple Pay and Google Pay where supported.
Returns & Exchanges
What's your returns policy?
At Chaiya, we are unable to accept returns, exchanges or refunds once an order has been processed.
• All made-to-order, pre-order and made-to-measure garments are created specifically for you and are therefore non-returnable and non-refundable.
• We are unable to accept returns due to a change of mind, incorrect size selection or personal preference.
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Please refer to our Refund Policy for information regarding faulty or incorrect items.
How do I start a return?
Simply email hello@chaiyaco.com within 14 days of receiving your order, quoting your order number and reason for your return.
Once your return has been authorised, you'll have 14 days to send the item back to us. We recommend using a tracked postal service, as Chaiya Co cannot accept responsibility for items lost in transit.
When will I receive my exchange?
Once your return has been received and inspected, we'll process your exchange or issue your store credit within 5 working days.
Can I return a sale item?
No. All sale items are final sale and cannot be returned or exchanged.
Sizing & Fit
How do I choose my size?
Each product includes a detailed size guide to help you find your best fit. As sizing may vary between styles, we recommend referring to the size guide on the individual product page before placing your order.
If you’re unsure, our Customer Care team is happy to help before you purchase.
Are measurements accurate?
We take great care to ensure all garment measurements are as accurate as possible. As many of our pieces are handmade and feature intricate embellishments, slight variations may occur.
Depending on your preferred fit, tailoring may be required. By placing an order, you acknowledge that alterations may be necessary to achieve your desired fit.
What do I do If I'm between sizes?
If you’re between sizes, we generally recommend selecting the larger size. This provides additional comfort and allows for tailoring if required.
If you’d like personalised sizing advice, please contact us before placing your order.
DO YOU OFFER ALTERATIONS AND TAILORING SERVICES
Chaiya does not currently offer alteration or tailoring services. Any alterations required after purchase will need to be arranged by the customer.
Products & Care
Are garments lined?
Lining varies between styles. Product pages will always specify whether a garment is fully lined, partially lined or unlined.
Will colours vary?
We do our best to ensure colours are represented accurately. However, slight variations may occur due to photography, lighting and individual screen settings.
How should I care for my garment?
To keep your garment looking its best, we recommend dry cleaning only unless otherwise stated on the care label. Store embellished pieces carefully and avoid excessive friction to preserve delicate detailing.
WILL COLOURS VARY?
We do our best to ensure colours are represented accurately. However, slight variations may occur due to photography, lighting and individual screen settings.
Bridesmaids & Group Orders
Can bridesmaids wear different styles?
Absolutely. Our bridesmaid collection has been designed with mix-and-match styling in mind, allowing each member of your bridal party to choose the silhouette that suits them best while maintaining a beautifully coordinated look.
Do you offer group ordering?
Yes. If you're purchasing multiple dresses for a bridal party or special event, we'd love to help. Please contact us before placing your order so we can assist with availability, sizing and timelines.
Can you help with colour coordination?
Of course. If you're planning a wedding or event and would like advice on coordinating colours or styles, simply get in touch. We're always happy to help create a cohesive look for your group.
International Orders
Will I pay customs fees?
Depending on your country, import duties, taxes and customs fees may apply. These charges are determined by your local customs authority and are the responsibility of the customer.
How long do international orders take?
International delivery usually takes 5–15 business days, depending on your location and customs processing. You'll receive tracking details once your order has been dispatched so you can follow its journey.