We respond to messages and emails in the order they are received. We strive to address inquiries within 24 hours.

If you need to update your shipping address, please email us immediately at contact@chaletroan.com with your name and order number. While we’ll do our best to process your request, we cannot guarantee changes once your order has been packed or shipped.

Our processing time is 2–3 business days. Orders are processed Monday through Friday, excluding major holidays.

Items are typically delivered within 4–7 business days after the order has been processed. Tracking information will be provided via email once your order has been shipped.

Depending on the size and contents of your order, items be shipped in multiple packages. If this happens, you will receive tracking information for each package.

If any items in your order are out of stock, we will notify you via email with an estimated restock date. If restocking will take longer than 2 weeks, we will issue a refund for the unavailable item(s).

We apologize for any inconvenience caused by receiving a damaged item. Please email us at contact@chaletroan.com with your name, order number, and photos of the damaged product so we can assist you.

If you received a damaged item or are missing an item from your order, please contact us within 30 days of delivery at contact@chaletroan.com. We’ll work with you to resolve the issue.

If you wish to cancel your order, please contact us immediately at contact@chaletroan.com. Cancellation requests are only possible before the order has been processed or shipped.