Contact Us
Need assistance? Our customer care team is here to assist you with any type of question about our products, need assistance with an order, any other inquiries, issues or concerns.
WhatsApp For Help
11:00 AM to 07:00 PM
(MON - SAT)
+918510071051
Mail For Help
11:00 AM to 07:00 PM
(MON - SAT)
help@chillgoza.com
FAQ
Need help purchasing at Chillgoza?
How to place an order at Chillgoza.com?
What are the benefits of registering at Chillgoza?
On registering with Chillgoza, you will get ₹100 extra off on your first purchase (Limited Period Offer). You will also get the benefits of whatever discounts and deals promotions that will come in the future.
Special Discounts and Deals at Chillgoza
Does Chillgoza provide discounts and deals on occasions?
Yes, we provide several attractive deals and discounts on occasions. You can check the active deals and discounts on the offers page of the website.
Orders
I am unable to add to cart the product
Please check whether all the products you wish to add to the cart are in stock and that you have selected the available variations of the product such as size, color, etc.
Please reload the page, clear browser history, cache, cookies.
If the problem persists, you can mail us at help@chillgoza.com. We will resolve this problem as soon as possible.
Can I place an order on cash on delivery?
You can place orders with Cash on Delivery (COD) payment option for which you will have to pay additional 10% of the total bill value as COD charges.
For some pin codes, we are currently unable to provide Cash on Delivery payment option. However, you can choose to use any other prepaid payment method such as debit card, credit card, online wallet etc.
Apart from this, below mentioned are some cases due to which we are unable to provide COD payment option:
- If user has applied a coupon on cart that is applicable only on prepaid orders.
- If a user has previously cancelled/returned/rto two COD orders, we have put in guard rules to stop them from using COD as an option.
- If the user has already placed an order through COD payment option and it is not yet completed, then that user is not allowed to place the next order through COD payment option but they can still place the order by choosing any other prepaid payment method like debit card, credit card, online wallet etc.
Chilgoza reserves the right to set COD limits for each customer and/or order. The COD limit for one order is ₹2000.
How will I know that my order has been successfully placed?
Once you have placed your order, you will be directed to the order confirmation page.
You will receive an e-mail confirmation to your registered email id.
You can find the details of your successfully placed orders on My Account page.
How will I know if my order has been dispatched?
You will receive an e-mail as soon as your order is dispatched.
If any unexpected circumstances arise that cause a delay in processing your order, you will be notified.
How do I track the progress of my order?
Once your order is shipped, you will receive an email providing the tracking ID of your order. After the shipping date, it could take up to 24 hours for your tracking ID link to become active.
You can also track your order by clicking on “Track Order” option on the main website page or click on the shared link: https://chillgoza.com/track-order
Are there any charges applicable to my order?
Currently, we are not charging any shipping charges on almost all products except if you choose express delivery which is ₹40 per product and cash on delivery charges which is 10% of the total value of order.
Taxes are included in the price of the products.
Delivery
Does Chillgoza deliver outside India?
Currently, we only offer shipping within India. However, you can still place an order from anywhere in the world, as long as the delivery address is within India.
What is the estimated delivery time for my order?
Orders typically take 5-6 business days for standard delivery and 3-4 business days for express delivery to metro and Tier I cities. However, delivery to some pin codes may take a bit longer. If you experience any delays, please contact us at: help@chillgoza.com
My order has been shipped, but it hasn't arrived yet.
Once the order is dispatched from us, normally it takes 5-6 working days to reach you. Till then please wait.
It may get delayed due to some unavoidable circumstances faced by the delivery partner.
You can check the current status of your order by clicking on “TRACK ORDER” option or on “My Account” option, on Main Website page or click on the shared link: https://chillgoza.com/my-account/orders.
If the problem persists, you can email us the issue along with order details through your registered email at help@chillgoza.com. We will resolve this problem as soon as possible.
The status of my order shows delivered but I haven’t received yet.
Please check if someone else has received your order on your behalf.
Please check with your family members/neighbour/security guard/reception etc.
If it is not so, send us the issue along with order details through your registered email at help@chillgoza.com.
I want to change my order shipping details.
To change any order shipping detail, send us the updated detail along with the order details through your registered email at help@chillgoza.com.
Once an order has been shipped, we will be unable to change the order shipping details.
Is it necessary for me to make a parcel opening video?
It is very much necessary to make a parcel opening video as for any reason if there is any issue in the product, you can send that video to us. This will make it easier for us to resolve the issue.
There is an issue with the order I received.
We apologize for the inconvenience caused.
Send us the picture/video of the product and neck label along with the order details through your registered email at help@chillgoza.com. We’ll get back to you within 24 hours.
Payment
What are the various payment methods?
We offers you multiple payment options ranging from Credit Card, Debit Card, Net Banking and e-Wallets from all major banks.
We accept payments made using Visa, MasterCard, Maestro, Rupay and American Express.
Cards issued by only Indian banks are supported at present.
For Non-Indian customer we provide PayPal option as well.
Is my transaction safe & secure?
Chillgoza’s trusted payment gateway partners use safe & secure encryption technology to keep your transaction details confidential at all times.
Can I pay with Chillgoza Wallet?
Yes, if you have more credit than the total bill amount then you can pay 100% of the total bill through Chilgoza Wallet. And if the balance in your Chilgoza Wallet is less than the total bill amount then you have to pay the remaining part of the total bill amount through other payment methods.
Can I transfer Chilgoza Wallet credits to my bank account?
You have earned Chilgoza Wallet credit through our promotional campaigns and it is related only to the Chilgoza account. It cannot be en-cashed or transferred to other accounts.
What if the transaction fails and amount was deducted from my bank/card?
If the amount is deducted from your bank or card, in most cases, the payment gets automatically credited back to the same account within 2-4 working days.
In case it does not, mail us the details of your transaction through your registered email at help@chillgoza.com. We will verify and get back to you at the earliest.
In the meantime, you can try again with the same or with another payment method.
What if the transaction fails and credit was deducted from my Chillgoza Wallet?
If the credit is deducted from your Chillgoza Wallet, Inform us the details by sending email through your registered email at help@chillgoza.com. It will be credited back to your Chillgoza Wallet within few hours.
Will an employee of Chillgoza.com request my confidential information?
Chillgoza.com employees will never ask for your credentials like Password, OTP, Credit/Debit card expiry and CVV or any other confidential information except for your name, address, e-mail id and mobile number.
Cancellation, Return / Exchange & Refund
How can I cancel an order once it's placed?
You can cancel your order within 6 hours of placing the order. You can opt to cancel the order by clicking the Cancel button next to your order details in your account’s My Orders section.
Your order remains in the Order Placed status for 6 hours and after that your order starts processing. You cannot cancel an order when your order is Under Processing.
How can I receive a refund for cancelled prepaid orders?
For prepaid orders, the mode of refund depends on the mode of payment for the order. The amount will be credited to your account within 3-4 business days. If it doesn’t, please contact your bank for further assistance.
Please note that if a promotional or coupon code was used during your purchase, the full refund will be issued as store credit. For non-promotional purchases, the full amount will be refunded to the bank account.
How can I return or exchange a product?
To raise a return/exchange request for your order, please visit your account’s My Orders section and click the Return/Exchange button next to the order you want to return or exchange, select Return Request or Exchange Request and mention the reason for order return/exchange request.
Please note that return or exchange requests must be made within 72 hours (3 days) after the delivery. We will arrange for reverse pickup within 2-3 business days. Once we receive the product and the QC is done, we will update you to confirm your request.
Additionally, all returned products must be unused, unwashed, and undamaged, and should be returned with their original packaging and tags. Items without tags will not be accepted.
How many days after purchase can I return or exchange my order?
Return/Exchange requests must be made within 72 hours (3 days) of delivery.
Can I withdraw my return or exchange request?
You can cancel your return or exchange request within 6 hours of placing the order request.
You can choose to cancel the return or exchange request by clicking the Cancel Return/Exchange button next to your order details in the My Orders section of your account.
Are there any extra charges for returns or exchanges?
What steps should I take if I receive an item different from what I ordered?
While we make every effort to deliver the correct products on time, there may be rare instances where you receive the wrong item. If this happens, please visit your account’s My Orders section and click the Return/Exchange button next to the order, select Exchange Request and mention the reason for order exchange.
I requested an exchange. When will I receive it?
For exchanges, the reverse pickup will be arranged within 2-3 days after your request is placed. It typically takes 7-10 days for the product to reach our warehouse, where it will undergo a quality check. Once the item passes the QC, we will initiate the exchange process within 72 hours. After the product is dispatched, it will take 7-10 working days to reach you. For further assistance, please contact us at: help@chillgoza.com
What should I do if the product I ordered was received in a defective condition?
We are committed to delivering the highest quality products. However, if you receive a damaged or defective item, please notify us within 24 hours of delivery. We request you to email or WhatsApp us a video/photograph of opening the parcel and the damaged or defective product to the following contacts:
Email: help@chillgoza.com
WhatsApp: +918510071051
Please note that if we are not informed within this timeframe, the exchange will not be processed.
When will I receive my refund?
After the reverse pickup is completed, it typically takes 7-10 days for the product to reach our warehouse. Once received, the product undergoes a quality check. If it passes inspection, we will initiate the refund process within 72 hours.
Please note that if a promotional or coupon code was used during the purchase, the full amount will be refunded as store credit. For non-promotional purchases, the full amount will be credited to your bank account.
How can I receive a refund for discounted items?
If an order placed with a discount is returned, the discount will be waived off and the remaining amount will be refunded as store credit.
How can I receive a refund for orders paid with cash on delivery?
Once the product reaches us and passes quality check, a refund in the form of store credit will be initiated and the same will be informed to you through your registered email.
How can I check the status of my exchanged order?
We will notify you on your registered email. For more information about your exchanged order, you can log in to your account or contact us at:
Email: help@chillgoza.com
Whatsapp: +918510071051
Sizing Help
How can I find the correct size for myself?
When placing your order, you’ll find a SIZE CHART option on the product page with detailed information on sizes and fit. Click on it to determine your perfect size.
Should you encounter any bugs, glitches, lack of functionality, delayed deliveries, billing errors or other problems on the website, please email us on help@chillgoza.com
