CHINOOO — Frequently Asked Questions (FAQ)
About CHINOOO
What is CHINOOO?
CHINOOO is a small lifestyle brand creating playful, handmade pieces that bring a little extra joy to everyday life.
From tiny decorative plants and quirky animal incense holders to personalized pet ring dishes and plenty of unexpected little creations, there’s always something new taking shape at CHINOOO. We’re constantly dreaming up new ideas and finding fresh ways to bring a little personality into your home.
Every piece is made by hand with care, from the first bit of shaping to the final details. No two pieces are exactly alike, and that’s part of the charm. We love the little quirks, textures, and imperfections that make each one feel special.
More than anything, we hope our creations find a little place in your everyday life — bringing a smile, holding a memory, or making an ordinary day feel a bit more special.
Are your products handmade?
Yes! Every CHINOOO piece is handmade with care, so each one has its own little character. Slight variations in shape, texture, color, and finish are part of the handmade process. No two pieces are exactly alike.
Will my item look exactly like the photos?
We do our best to show each product as accurately as possible. However, because our pieces are handmade, slight differences may occur. These natural variations are part of what makes each piece unique. If you have questions about a specific product, feel free to contact us before ordering.
Products & Care
Do your decorative plants need watering?
No watering needed! Our decorative plants are designed as display pieces, not live plants. They’re an easy way to add a little greenery to your desk, shelf, or favorite corner without worrying about watering or plant care.
Are your products suitable for outdoor use?
Our products are primarily designed for indoor decoration. Unless a product page specifically states otherwise, we recommend keeping them indoors and away from conditions that may cause damage.
How should I care for my item?
Handle your item with care and clean it gently with a soft, dry cloth when needed. Avoid dropping it, knocking it against hard surfaces, or using abrasive cleaning materials. We also recommend keeping it away from prolonged moisture.
Can I use your incense holders with any incense?
Please check the individual product page for the incense types and usage details recommended for that specific holder. Always place an incense holder on a stable, heat-resistant surface, keep it away from flammable materials, and never leave burning incense unattended.
Orders & Payments
Is there a minimum order requirement?
Yes. We have a minimum order requirement. All product prices are displayed on the Website in the currency shown at checkout.
The final amount payable will be displayed during checkout and may include applicable shipping charges, taxes, and other disclosed fees.
Minimum Order Requirement
At CHINOOO, we put a lot of thought into making sure each creation reaches you safely and in the best possible condition.
Because many of our handmade pieces are delicate, they need extra care when it comes to protective packaging and shipping. We invest additional time and resources in packing materials and handling to help reduce the risk of damage during transit. It’s important to us that you receive your order in the condition it was meant to be enjoyed.
Because our handmade pieces often require extra protective packaging and careful handling, we have a minimum order requirement of $59 (before discounts, excluding shipping and taxes).This allows us to maintain the care and packaging standards every order deserves. Thank you for understanding.
We truly appreciate your understanding and support. Every order helps us continue putting the same care into each little creation, from our hands to your home.
This requirement is calculated based on the original listed prices of the products in your cart before discount codes, promotional offers, or other discounts are applied.
Shipping fees, taxes, and other additional charges are not included in this calculation.
For example:
– If the original product subtotal is US$65 and discounts reduce the product subtotal to US$55, your order still meets the minimum requirement.
Orders that do not meet this minimum requirement cannot be completed. Thank you for your understanding.
What payment methods do you accept?
We accept payments through PayPal. You may also be able to pay by credit or debit card through PayPal, depending on the payment options available at checkout.
Can I change or cancel my order after placing it?
If you need to change or cancel an order, please contact us as soon as possible at support@chinooo.com. We’ll do our best to help if your order hasn’t been shipped yet. Once an order has been dispatched, changes or cancellations may no longer be possible.
Shipping & Delivery
How long does order processing take?
For ready-to-ship items, orders are generally processed and shipped within 1–3 business days after payment is confirmed.
For custom-made items, a little extra time is needed to create your personalized piece. Production usually takes 5-6 business days, and the entire process from payment confirmation to shipment typically takes 6-7 business days.
The total turnaround time may vary depending on the complexity of your order. We’ll keep you updated as your custom piece comes to life.
Please make sure all photos and personalization details are correct when placing your order, as our team will use the information you provide to create your piece.
Please note that business days exclude weekends and public holidays.
How long does shipping take?
Estimated delivery times after dispatch are:
United States: 8–14 business days.
Europe and other destinations: 9–17 business days.
These are estimates, not guaranteed delivery dates. Actual delivery times may vary depending on the destination, carrier, customs processing, and other circumstances.
Will I receive a tracking number?
When tracking information is available, we’ll provide it after your order has been shipped. You can use the tracking details to follow your package. Please allow some time for the carrier’s tracking system to update after dispatch.
Will I have to pay import duties or taxes when my package arrives?
For orders shipped using our DDP service to the destinations listed below, applicable import duties and import taxes are covered by CHINOOO. You should not be asked to pay additional import duties or import taxes upon delivery.
Eligible destinations currently include:
United States, Canada, United Kingdom, Australia, Germany, France, Italy, Spain, Hungary, Slovakia, Czech Republic, Netherlands, Denmark, Sweden, Austria, Poland, Portugal, Finland, Slovenia, Croatia, and Bulgaria.
If your destination is not listed, please contact us before placing your order to confirm the applicable shipping arrangements.
Returns & Refunds
Can I return an item or get a refund if I change my mind?
At CHINOOO, every piece is made and selected with care. Because of the handmade nature of our products and the limited quantities we work with, we generally do not accept returns or exchanges simply because you’ve changed your mind, no longer want an item, or have a change in personal preference.
For ready-to-ship items:
All sales are generally final once an order has shipped. We encourage you to review product photos, descriptions, dimensions, and details carefully before placing your order.
However, if your item arrives damaged, defective, or different from what you ordered, please contact us so we can make things right. Any return or refund rights required by applicable consumer protection laws will also be respected.
For custom-made and personalized items:
Because each custom piece is made specifically for you, a separate cancellation policy applies:
Within 24 hours of placing your order: You may cancel your order for a full refund, with no reason required.
After the first 24 hours – once work has begun: If our team has already started working on your custom order, cancellations are eligible for a 70% refund. The remaining 30% covers the time and work already invested in your order.
Once production is complete: Your custom order can no longer be canceled or refunded simply because you change your mind.
Please make sure all photos, personalization details, and options are correct before submitting your order. Our team will use the information and images you provide to create your custom piece. As each item is made by hand, the finished piece may have natural variations and artistic differences.
Please note that custom-made and personalized items are generally final sale once work has begun. We do not accept returns or refunds due to personal preference, incorrect photos or options submitted by the customer, or dissatisfaction with a custom piece that has been made according to the information provided.
If you’re not satisfied with your custom piece for personal reasons, you may request a one-time remake at 30% off the original price (you pay 70% of the original price). Shipping costs for the remake are your responsibility. This is an optional goodwill service, not a guaranteed entitlement.
For more information, please read our Return & Refund Policy.
What should I do if my item arrives damaged?
We’re sorry if your order arrives damaged. We’ll do our best to make things right.
If you notice any damage when your package arrives, please contact us at support@chinooo.com within 48 hours of delivery and provide the following:
Your order number.
A clear photo of the outer shipping box.
A clear photo showing the damaged item inside its transparent inflated protective bag.
Important: Please do not open the inflated protective bag if you can already see that the item is damaged through it. Leave the item inside the bag and take a clear photo showing both the damaged item and its protective packaging together. This helps us document the condition of the item as it arrived.
If you have a video of the unboxing process, that’s even better! It can help us understand what happened during delivery. Please include it with your email if possible.
Please keep the damaged item and all original packaging, including the outer box and protective materials, until the issue has been resolved.
Once we’ve reviewed the information and confirmed the damage, we’ll arrange a replacement, depending on the circumstances.
The 48-hour reporting period helps us investigate shipping damage and does not limit any rights you may have under applicable law.
How will I receive my refund?
Approved refunds will be issued to your original payment method. The time it takes for the refund to appear in your account may depend on your payment provider or bank.
For details about return eligibility, return shipping costs, and refund conditions, please refer to our Return & Refund Policy.
Contact Us
How can I contact CHINOOO?
If you have any questions about our products, your order, or anything else, we’d love to hear from you.
Email: support@chinooo.com
Please include your order number when contacting us about an existing order so we can help you more efficiently.
Can I use your products for food or drinks?
Our products are designed for decorative use and are not intended for serving or storing food or drinks.
Are your products made in-house?
Yes. Our pieces are handcrafted by the CHINOOO team. We take care of the making process ourselves, from shaping each piece to finishing the details. This allows us to pay close attention to every creation and keep our designs personal and distinctive.
Gifts & Packaging
Do packages include pricing receipts?
No. Our packages do not include printed receipts or pricing information. A digital receipt is sent to your email after purchase.