Frequently Asked Questions
Welcome to ChessTom’s FAQ! Here you’ll find answers to our most asked questions. Still can’t find quite what you’re looking for, or have something we should know? Send us an email, we’re happy to help!
Do you ship to my country?
Most likely, you can see what countries we ship to in the drop-down at the checkout.
How much do I pay for shipping?
The shipping charge will be added to your order and visible on your receipt before you check out. The shipping is based on the destination country. You’ll get free shipping on orders above a certain amount.
What are the accepted payment methods?
We accept online card payment with MasterCard, VISA or via PayPal. Residents within UK are also offered the option to pay by invoice.
What currency do I pay in?
The currencies used are USD, GBP, EUR. The currency is chosen automatically depending on your shipping country. UK and EU VAT is included in all our prices within the EU.
When do I receive my order?
We dispatch all orders in 1-2 business days with FedEx and DHL, delivery time will depend on the shipping country and address.
Do I have to pay international taxes and duties?
Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. We cannot control and is not responsible for any duties/taxes applied to your package upon delivery. You will be responsible for paying additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information.
Can you send my delivery quoted in custom purposes as a gift?
No. We have to state that all price facts have to be declared correctly on our parcels. If an item is on sale we will declare the sale price and not the suggested retail price of the item.
Can I track my order?
Yes, you will receive a tracking number in your shipping confirmation e-mail.
Can I change my order?
We start working on your order as soon as it is placed, so there is a very limited time-frame in which you can amend or cancel it. So, if you would like to make any changes, please contact the customer service team as soon as possible by email. If your order has already been dispatched from our warehouse you can return it to us for a refund.
Can I add items to my order?
Unfortunately we cannot add items to an existing order. Please place a new order for the item and contact us. We’ll be happy to waive shipping on this additional order if it was placed within 24 hours of the original order.
Did my order go through?
An order confirmation is sent to your email immediately after the order is placed. Check your inbox and junk mail. If it is missing, chances are that your order did not go through correctly. Please contact our customer service and we’ll sort it out!
I did not receive an order confirmation.
As soon as your order is placed, an order confirmation goes to the email address you entered in the checkout. If it is missing, double check your spam folder and add firstname.lastname@example.org to your contact book for future purchases. If it’s still missing, chances are there was something wrong with the order. Contact our customer service team and we’ll sort it out for you.
My order is missing.
Contact email@example.com and we will sort it out for you.
Some pieces are missing from my order.
If pieces are missing from your order, contact firstname.lastname@example.org as soon as possible to send you the missing pieces free of charge.
What is your returns policy?
You have the right to cancel your purchases without giving any reason within a period of 30 calendar days after the day of delivery of the goods. We only want the goods in the same condition as you received them: unworn and with original labels still attached. All items returned should include the completed returns note with an order reference number and your contact details. Unidentified returns may not be eligible for a refund.
I cannot find the style, color or size I’m looking for.
The colors and sizes available in the online shop reflect what we currently have in stock but we might re-stock popular products.
How do I find the right size?
There is a size chart on each garment with body measurements.