FAQs

General Information

How do we contact you?

  • For support questions, you can contact us at support@chichomecollective.com or use our "Contact Us" in the footer (bottom) of this page.

Do you offer customized or group orders for the bags?

  • Yes, we do offer customized orders. We can discuss with you if you want your bags monogrammed with specific names, sayings, etc. We also cater to group or events. Please contact us at support@chichomecollective.com to discuss this further.

How do I care for my bags?

Canvas, Jute & Cotton-Linen Bags  

For better durability of our products over time, we advise applying ScotchGard Fabric and Upholstery Protector to our canvas, jute, and cotton-linen blend items before using them. This will help prevent typical stains that often occur with frequent use.

If you encounter a stain or dirt on your canvas item, we highly advise you to opt for spot cleaning. Using a washing machine for cleaning is not
recommended.

We suggest using an ice pack instead of loose ice for the insulated coolers.

Do the products have a warranty?

  • We back the quality of our products with a 1-Year Warranty, assuring freedom from manufacturing defects. If you encounter any such defects
    within this period, we will, at our discretion, replace or repair the
    item. Before contacting us, please refer to our     policy to learn more.

Orders & Shipping

What payments do you accept?

  • We accept several forms of payment (including installments). To see the most up-to-date payments accepted, scroll to the footer (bottom) of the page to review our offerings.

Do you offer free shipping?

  • Yes, we offer free shipping on all U.S. orders. Once the order is shipped, we will provide you with the tracking information. Please refer to our policy to learn more.

Do you offer payments in installments?

  • Yes, we offer installment payments through ShopPay powered by Affirm. You can pay off any order over $50 in four interest-free bi-weekly installments or interest-bearing payment plans over monthly terms. To learn more, please review the "Shop Pay Installments Customer FAQ."

Can I cancel my order?

  • We allow you to cancel your order within 24 hours of placing it without incurring any charges. Before canceling, please refer to our policy to learn more.

How long does it take to process an order?

  • Most products are made to order and are typically processed within [2-5] business days, excluding weekends and holidays. This processing time may vary during peak seasons.

When will my order ship?

  • The estimated delivery is [3-7] business days after processing the order.

My shipping has been delayed. What happens now?

  • While we strive to meet estimated delivery times, unforeseen circumstances or external factors may cause delays. We appreciate your understanding in such situations.

Why do my packages come in separate orders?

  • Items ship as they are available, from warehouses worldwide, so you may get multiple shipments.

What happens if my package is lost or stolen?

  • We are not responsible for lost or stolen packages. If you believe your package is lost or stolen, please contact the shipping carrier for assistance.  If it is not resolved with the carrier, contact support@chichomecollective.com to discuss the situation further.

Can I return my items if I am not satisfied?

  • Yes, we offer free returns and a 14-day return policy. To start the process, please refer to our return policy.