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Frequently Asked Questions
PRODUCT DETAILS
Are your items authentic?
Are your items authentic?
Absolutely. At CHENNY, your trust is our highest priority. We are committed to ensuring that every item in our collection is 100% authentic. Each piece undergoes a meticulous authentication process not once, but twice—first in-house by our expert team, and then verified by our trusted partner Entrupy using cutting-edge AI authentication technology. Every order comes with an electronic certificate of authenticity and our money-back guarantee for complete peace of mind.
What condition can I expect from a vintage item?
What condition can I expect from a vintage item?
We carefully inspect and describe each item, providing clear, high-quality images so you know exactly what to expect. Every pre-loved piece has its own unique history, which may be reflected in small imperfections that add to its charm.
At CHENNY, we believe in giving luxury a second life. By choosing pre-loved items, you’re not only making a stylish choice but also an eco-conscious one. We note any significant flaws in the product description for full transparency.
All our items are Pre-Loved, and pieces over 20 years old are classified as Vintage. We clearly indicate whether an item is Pre-Loved or Vintage so you can make an informed decision.
Where are your products sourced?
Where are your products sourced?
At CHENNY, sourcing is our specialty—and Japan is at the heart of it. Many of our bags come directly from reputable Japanese auction houses and trusted private owners in Japan. Japanese owners are known for their exceptional care and meticulous maintenance, meaning the items we acquire are often in outstanding condition.
Beyond Japan, we also source from respected consignment stores, verified clients, and our global network of luxury vendors. Every supplier is carefully vetted, and each item undergoes our strict authentication process to ensure it meets our high standards.
Our team handpicks everything from contemporary classics to rare vintage gems, always guided by current fashion trends and feedback from our community—while holding true to our philosophy: "If we wouldn’t carry it, we won’t sell it."
Do you offer personal sourcing services?
Do you offer personal sourcing services?
While we don’t source items specifically for individual requests, we love hearing from our community about what they’re searching for. Your preferences and suggestions help guide our buying team, allowing us to look out for those styles during future sourcing trips and product drops. If there’s a bag style you’d love to see in our collection, let us know—it might just be in our next release!
SHIPPING & DELIVERY
How do I track my order?
How do I track my order?
Once your order is placed and processed, you’ll receive a confirmation email with your order details, including a tracking number and a link to track your shipment.
You can follow your package by clicking the tracking number in the email or entering it directly on the carrier’s website.
Please note: Tracking updates may take up to 24 hours to appear after your order ships. If you don’t see movement immediately, don’t worry — your package is safely on its way from Japan.
What is your shipping policy?
What is your shipping policy?
We process orders within 3–5 business days (Mon–Fri, excluding Japanese national holidays).Most orders ship from Japan via DHL Express and arrive in:
- United States: 2–5 business days after shipment
- Other countries: Varies by location & customs clearance
To help optimize customs duties, some orders may be routed through Hong Kong before final delivery.
Once shipped, you’ll receive a tracking number via email.
Customs duties, taxes, and import fees are the customer’s responsibility.
We are not responsible for delays, lost, or stolen packages after shipment, but we’re always happy to assist you.
For full details, please see our Shipping Policy.
How long does delivery take?
How long does delivery take?
Please allow 3–5 business days for your order to be processed before shipping.
All orders are shipped from Japan, and in some cases, to reduce customs duties, we may route packages through Hong Kong before final delivery. Due to the value of our items, all orders over $100 USD are shipped with signature-required insurance. If you are unable to sign for your package, you can request it to be held for pickup at the courier’s location.
Delivery times vary by destination. While we do our best to ensure timely delivery, we cannot guarantee an exact arrival date as delays may occur due to weather, customs, or other factors beyond our control. For more details, please refer to our Shipping Policy.
My order is marked as delivered but I haven’t received it
My order is marked as delivered but I haven’t received it
Sometimes carriers may mark a package as “delivered” before it actually arrives. If this happens:
- Check around your home, with neighbors, or your building management in case someone accepted it on your behalf.
- Confirm the shipping address in your order confirmation email to ensure it’s correct.
- In rare cases, the package may arrive a few days after the “delivered” scan.
If you still can’t locate your order, please reach out to the carrier first. If further assistance is needed, contact us at support@chennyofficial.com — we’ll do our best to help.
What should I do if I receive the wrong item?
What should I do if I receive the wrong item?
If you receive the wrong item, please contact us at support@chennyofficial.com with:
- A clear photo of the item you received
- Your order number
Before contacting us, please check your package for any notes or packing slips that may indicate your other item(s) were shipped separately.
While we cannot always guarantee a replacement for the exact same item due to stock limitations, we will do our best to provide a suitable solution — whether it’s a replacement, exchange, or refund.
Do you ship worldwide?
Do you ship worldwide?
Yes! We offer international shipping to most countries via trusted carriers like DHL and FedEx. Shipping costs are calculated at checkout, and while most orders do not incur customs duties, any duties or taxes assessed by your local customs office will be the responsibility of the customer. Please note that delivery times may vary depending on your location.
LIVESTREAMS & NOTIFICATIONS
Why haven’t I received the Sneak Peek Password?
Why haven’t I received the Sneak Peek Password?
We send out our exclusive Sneak Peek password 24 hours before each live stream event. If you haven’t received it, please check your Spam or Junk folders, as sometimes the email might be filtered there. Make sure to add our email address to your safe sender list to ensure future updates reach your inbox.
Why is the password from my Sneak Peek email not working?
Why is the password from my Sneak Peek email not working?
The password is used to preview our Sneak Peek collection 24 hours before our livestream starts.
If you visit the Sneak Peek page during this preview period and encounter errors while inputting your password, please double-check for any typos. Also make sure that you are using the correct Sneak Peek email for the right preview date.
Once our livestream begins, the items will be available for purchase immediately, and no password will be needed.
Why can’t I see the items in our Sneak Peek?
Why can’t I see the items in our Sneak Peek?
We send an exclusive password to our Sneak Peek Email subscribers 24 hours before our live show, allowing early access to preview the items. The products will be available for purchase once our live stream starts.
ORDERS & RETURNS
Can I return, exchange, or cancel my order?
Can I return, exchange, or cancel my order?
All sales are final.
Because our items are carefully sourced and released in limited drops, we do not accept cancellations, returns, or exchanges once an order is placed.
Please review all photos, condition notes, and measurements carefully and ask any questions before purchasing (DM or email: support@chennyofficial.com).
This does not affect our authenticity commitment. In the extremely unlikely event of an authenticity issue, we will make it right.
For full details, please see our Refund Policy.
Can I edit or add anything to my order?
Can I edit or add anything to my order?
You have a 12-hour window after placing your order to make changes, such as updating your shipping address or contact information. To request changes, please contact us immediately after placing your order.
In principle, if your order has not yet been shipped, we can modify it. However, once an order has been shipped, we are unable to make any modifications.
Unanswered questions?
We're here to help! Please reach out, and one of our team members will get back to you with more details.
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