FAQ

FREQUENTLY ASKED QUESTIONS (FAQ)

1. How can I contact Chilli Beans Customer Support?

For any inquiries, please contact us at info@chillibeans.net.au. Be sure to include your full name and order number (if applicable) so we can assist you as quickly as possible.

2. What are your customer service hours?

Our Customer Care Team is available to assist you from Monday to Friday, between 9:00 AM and 6:00 PM (AWST). We aim to respond to all inquiries within 24-48 hours.

3. Is it safe to shop on chillibeansaustralia.com?

Absolutely! We take your security very seriously. All payment information is encrypted and securely stored. You can safely check out using PayPal, credit card, Apple Pay, Google Pay, or Afterpay.

4. Where is my order?

If your order is taking longer than expected, or if you have any concerns regarding shipping, please reach out to us via email at info@chillibeans.net.au. Be sure to include your order number for faster assistance.

5. Can I track my order?

Yes. Once your order has been dispatched, you will receive an email with a tracking number from our Customer Support Team, allowing you to easily track your delivery.

6. How long will it take to receive my order?

You can expect your order to arrive within 3-7 business days after receiving the shipping confirmation email with the tracking number. Standard Shipping is free for all orders within Australia.

7. What is your return policy?

  • Change of mind: We offer free returns or exchanges on unworn sunglasses and prescription glasses within 15 days of purchase. Items must be returned in their original condition.

  • Manufacturing defects: For products with manufacturing defects, you can request an exchange or a full refund within 6 months of purchase.

To initiate a return, email us at info@chillibeans.net.au with your full name and order number, and we will provide you with the necessary instructions.

8. What should I do if I haven’t received a confirmation email?

Once your order is placed, you should receive an email confirmation. If you used PayPal, please check the email address linked to your PayPal account (and don’t forget to check your junk/spam folder).

If you haven’t received the email, something may have gone wrong during the order process. Please email us at info@chillibeans.net.au with your full name and order number, and we’ll investigate for you.

9. Can I change or cancel my order?

Yes, you can! Please email us at info@chillibeans.net.au for all inquiries regarding order cancellations or changes. Don’t forget to include your full name and order number so we can process your request quickly.

10. What should I do if I receive an error message when trying to place an order?

First, ensure that all required fields (name, email, shipping address, phone number) are filled in correctly. If the issue persists, contact us at info@chillibeans.net.au and we’ll be happy to guide you through the process to complete your purchase.

11. Do you have a physical store I can visit?

Yes! We opened our first store at Westfield Carousel, WA in July 2022. Feel free to visit us and browse our range of designs in person.

Additionally, Chilli Beans has a presence in over 17 countries worldwide. You can find more information by visiting this link: https://chillibeans.com.

12. What payment methods do you accept?

We accept a variety of secure payment methods, including PayPal, credit cards, Apple Pay, Google Pay, and Afterpay. All payment details are kept secure and encrypted.

13. What happens if my order doesn’t arrive?

If your order hasn’t arrived within the expected delivery window (3-7 business days), please contact us at info@chillibeans.net.au with your order number. We will investigate and assist you in locating your parcel.

14. Can I return or exchange items bought on sale?

Unfortunately, final sale items are not eligible for return or exchange. If you have any doubts about a product before purchasing, feel free to contact our Customer Support Team at info@chillibeans.net.au.

15. How do I subscribe or unsubscribe from marketing emails?

You can subscribe to our marketing emails during checkout or via the newsletter signup on our website. To unsubscribe, simply click the "Unsubscribe" link at the bottom of any marketing email, or contact us at info@chillibeans.net.au for assistance.

16. What should I do if I receive a damaged item?

If you receive an item that is damaged, please contact us immediately at info@chillibeans.net.au with your full name, order number, and a description or photo of the damaged product. We will work quickly to resolve the issue, whether through a replacement or refund.