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If your order was expected to arrive but has not yet been delivered, please assist us by doing the following before contacting us:

• Check the tracking information: Use the provided tracking number to check your shipment's status. Occasionally, there may be delays or issues with the carrier beyond our control. If the tracking information shows that the package has been delivered but you have not received it, contact the carrier for further details.
• Verify your shipping address: Ensure that the shipping address you provided is accurate and current. It is possible that the carrier attempted delivery to the wrong address or that the package is being held at a local post office or delivery center.
• Ask your neighbors if the courier left the parcel with them.

If the delivery address was correct and the parcel was not left at the post office or with a neighbor, please contact us at support@personalhouse.com and provide your order number.

If you find an error in your delivery address, we can send a replacement, but the new order would be at your own expense.

If your tracking number is not functioning, it could be due to various reasons. Here are some steps to help you resolve the issue:

• Check for typos: Ensure that you have entered the tracking number accurately. Verify if there are any typos or errors in the number.
• Wait a bit longer: Tracking information may take a few hours or even a day to update after your order has been shipped. Additionally, order status will only be updated upon arrival at the warehouse or transshipment location. If your tracking number does not work immediately upon receiving the email confirmation, please wait 24 - 48 hours for it to update and check again.

If the issue persists after 48 hours, contact our Customer Service, Live chat section at the bottom right corner of the screen, or via support@personalhouse.com so that we can provide prompt assistance.

In some instances, there may be delays or problems with the shipment beyond our control. If you are concerned about your order's status or have any other questions or concerns, please do not hesitate to contact our customer service team for help.

There are several reasons why your items might be shipped separately, including:

• Availability: Occasionally, items in your order may be sourced from different warehouses. In such instances, each item may be shipped separately to ensure timely delivery.
• Shipping method: Various items may necessitate different shipping methods. For instance, some items may require special handling or packaging, while others may need to be shipped separately due to size or weight limitations.
• Timing: At times, items in your order may be ready to ship at different intervals or may be divided during the manufacturing process, resulting in separate shipments. In such cases, each item may be shipped individually to prevent delays for the entire order.

Nonetheless, during checkout, you will be charged a single combined shipping fee for all items in your order. Each shipment of your order will be accompanied by a shipping notification. If the second package does not arrive within 5-7 business days of the first, please contact us, and we will provide immediate assistance.

We recognize that you may occasionally need to change your shipping address after submitting an order. At Custom Chic, we strive to ensure that your order is delivered as swiftly and efficiently as possible. Hence, we permit customers to alter their shipping address within the first 2 hours of placing an order through our Live chat feature on our website, Customer Service, or via support@personalhouse.com.

Please note that changing your shipping address after the initial 2 hours may not be feasible, as your order might already be in production.

Additionally, some orders might not be eligible for address changes due to security reasons or other factors.

Also, keep in mind that altering your shipping address may result in a longer delivery time than initially anticipated. Please allow some extra time for your goods to arrive.

Shipping fees depend on various factors, including package weight and size, chosen shipping method, and destination address. Shipping costs are determined during the checkout process.

If the total order amount is $80 or more, shipping fees will not be applied.

Please be aware that shipping fees may change based on promotions, discounts, or special offers. Some items might also qualify for free shipping or reduced shipping fees.

If you have any questions or concerns regarding shipping fees or options, please reach out to our customer service team for support. We are here to assist you in finding the best shipping solution for your requirements.