FAQ


Frequently Asked Questions (FAQs)

Shipping

 

Where is my package?

If you have not received a notification that your product has shipped, the order is still being processed. Once it has been processed, a notification will be sent with a tracking number. Please keep in mind, that once your package leaves our dock, it is in the hands of DPD or POSTNL and the carrier is responsible for delivery. Because of high volume during the COVID crisis, shipping delivery dates may be delayed. 

 

How do you ship and calculate shipping costs? 

We ship primarily via DPD and POSTNL.

Shipping and handling costs may vary depending on the rates offered by our shipping carriers and the promotions we may run. We do our very best to provide fast, economical shipping to our customers! Chinar reserves the right to change its shipping policies at any time.

What payment methods do you accept? 

We accept Visa, MasterCard, as well as debit cards, Ideal, Bancontact. You can also pay for your orders directly via Apple Pay or PayPal.

Orders & Returns

How can I check the status of my order? 

Once your order ships, you will receive a shipping confirmation e-mail with tracking information.

I'm having trouble placing my order or checking out. Help!

We're so sorry to hear that! Email us at info@chinar.eu and we’ll assist you promptly.

May I cancel my order?

As long as your order hasn’t been ship yet, you can contact us to check the possibility for cancellation. Once your package has left our warehouse, the shipment can not be cancelled or refunded.

What is your return policy? 

Within 14 days after receiving your order you have the right to cancel the order. After cancelling you have to send the goods back withing 14 days. The order value, including shipping costs will be refunded. The shipping costs for returning the products should be covered by yourself. When making use of right of  withdrawal, the products should be returned in their original packaging. Please note that only unopened product can be returned. Please let us know through info@chinar.eu in case you want to return a product. We will refund the order amount after receiving the products in their original packaging and undamaged.

Accessibility

I'm having problems accessing features on the site. Help!

If you have accessibility issues, other issues with the site, or need assistance placing an order, please contact Chinar at info@chinar.eu.

Payments & Privacy

What security do you offer for payment and privacy?

Please see our privacy policy.

Promotions

How can I receive promotions?

Sign up for our newsletter and make sure you opt in to receive Chinar emails.

How do I apply a promotion code I received?

Promotion codes (sometimes referred to as “promo codes”) may be redeemed at checkout. After filling your cart, simply click into checkout from the navigation bar at the top of any screen or within your cart. Look for the field labeled Have a Promotional Code? Enter here. Just type the promo code into that field and click the green Apply button to add the promotion code to your order.

Can I use multiple promotion codes on a single order?

No. Promotional offers may not be combined; however, we encourage you to use all of the promotional codes for which you are eligible. Simply use one promo code per order and make sure you use each promotion code prior to its expiration date.

Why isn't my promotion code working?

Please ensure that you've correctly typed or copied it into the promotion code field, and make sure that it hasn't expired. Keep in mind that only one promotion code can be used on each order.

Why is my product out of stock?

Many of our products come from Azerbaijan or from small artisan producers. Because of the pandemic, there are supply chain and logistics issues and many products are no longer available or are back-ordered. We're doing our best to keep your products in stock. 

Contact & Referrals

What is the contact email for general questions?

Please email us at info@chinar.eu.

I'd like to suggest some products. Who should I contact?

We’d love to hear from you. Email us at info@chinar.eu to share your suggestions.

How can I refer friends and family to Chinar?

Use the Facebook and Instagram plug-ins to hit up your pals on social sites. It's what friends are for.

Do I need to refrigerate condiments?

When sealed, our bottled and jarred condiments, such as pommegranate sauce, fruit preserves, juices and fruit compotes do not require refrigeration. Please do so after opening, this will prolong their peak flavor.