Refund policy

We want the return process to be understandable before you order. This policy applies to CHOUOL purchases delivered within the United States.

Your return window

You may request a return within 30 days after your item is delivered. For a change-of-mind return, shoes should be unworn and unused, with their tags and original packaging. Please try footwear on indoors and handle the shoe box with care.

Request a return first

Email NATALIEARCE@chouol.com or call +1 (562) 415-3440 during our customer-service hours. Please have your order number ready and explain which item you would like to return. Contact us before sending a parcel back so that we can review the request and provide return instructions.

After your return is approved, we email a prepaid shipping label for you to print. CHOUOL pays the return postage for eligible returns. Restocking fee: $0. Use the label and packing instructions provided for your return.

Return address

CHOUOL / NATALIE RACHEL ARCE
12143 Bonwood Rd
El Monte, CA 91732-3808
United States

Please arrange the return with us before shipping to this address. Protect the original shoe box inside suitable outer packaging.

Wrong, damaged or defective items

If something arrives damaged, is defective or does not match your order, contact us with your order details so we can help. The unused-condition requirement for change-of-mind returns does not remove your rights relating to faulty or incorrectly described goods.

Refund amount and timing

For an approved return, including an eligible change-of-mind return, we refund the merchandise price and the original shipping charge you paid. The prepaid return label is free, and no restocking fee is deducted.

We will inspect the returned item and let you know the outcome. An approved refund is issued to your original payment method within 7 business days after we receive the returned item. Business days are Monday–Friday. Your bank or payment provider may take additional time to post the credit.

If 7 business days have passed since delivery of your return and you have not received a refund update, email or call us with the order number and return tracking details.

Exchanges

We do not offer direct exchanges. Please return the original item through this process, then place a separate order for your preferred size or pair.

Contact and consumer rights

CHOUOL
Operated by NATALIE RACHEL ARCE
12143 Bonwood Rd
El Monte, CA 91732-3808
United States

Email: NATALIEARCE@chouol.com
Telephone: +1 (562) 415-3440
Customer service: Monday–Friday, 9:00 AM–5:00 PM Pacific Time.

This policy does not restrict any rights that cannot be excluded under applicable consumer-protection law. Our contact details are also available on the Contact page.