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Customer Service

For online orders, warranty and general inquires

Email:  info@chen-peng.com

Hours of operation:

Monday – Friday (10:00am to 18:00pm EST+8)
Saturday (12:00am to 18:00pm EST+8)
Sunday: Closed

Social

Instagram: CHENPENGSTUDIO            

Weibo: CHENPENGSTUDIO

Shipping Information

Enjoy Standard shipping for free when your order price over 1500 dollar. For orders under 1500 dollars, a 100 dollar shipping fee is added to the final price. All addresses within the P.R.C(including HONG KONG, MACAO and TAIWAN)use S.F express delivery. All address from other countries and districts use EMS delivery. Our down are high quality and we have test report by IDFL every year, some countries may need sanitary certificate for the import and custom though, we may charge an extra fee for the applying for additional sanitary certificate and this also takes more time. Please contact the customer service for further details.

Standard Shipping

Please allow 7-10 business days for delivery of your order.

Please note:

Delivery timelines commence one business day following the date of purchase.
All orders are processed and delivered Monday through Friday, excluding holidays.
Some rural addresses may take longer for delivery.

 

Returns And Exchanges
We are committed to the quality of our products and the satisfaction of our customers. Defective returns are available within 15 days of your received date provided the item(s) meet the return conditions:

    •       Unwashed

    •       Unworn

    •       Original tags still attached

    •       In the original packaging

Any shipping fees due to the defectiveorderwill be refunded.

How to return your purchase:

    1.     We are happy to process your return over the email. Please contact us at @.com.

    2.     Please allow up to 10 business days for your return to be processed after delivery.

 

Exchanges

We manufacture every product after the confirmation of each order. We are unable to offer direct exchanges. However, contact us at @.com and customer service will place a new order after we received your return goods.Please allow up to 7 business days for your exchange to be processed after we received your return delivery.

Product Care


How to Store Your Puffer

To help preserve your CHENPENG jacket for years to come, it’s important to store it away during the warmer months. Here’s some guides on how to keep your puffer for the off-season.

    1.     Make sure you store your products in a possible cleanest condition. Dirt, sweat, oils and other chemistry elements will degrade the fabrics over time. Refer to the wash label on your garment for specific care instructions.

    2.     Hang the puffer freely on a wide hanger. Store it in a dark, moisture-free environment for best results.

    3.     Use a breathable garment bag for protection.

    4.     Avoid over compressing your products. We suggest tumble-drying the garment on low heat with a couple of clean tennis balls after a long season of hibernation. This will help to fluff up the down for a fresh effect.

 

Warranty
 

CHENPENG products are made with the high quality materials and craftsmanship to protect you in some of the most extreme weather conditions. If a product fails due to a manufacturing defect, we will repair the product free of charge. If the exact style is not available for replacement, a product of equal value and similar style will be provided. Please note, knitwear, accessories and collaborations are excluded from the warranty program, unless otherwise stated.

This warranty does not cover any repairs needed due to accidents, improper care, negligence, or normal wear and tear. This warranty is void if the inside garment tags are removed. For any damage not covered under the warranty, we may offer to repair the damage for a reasonable charge. For inquiries regarding our warranty, please contact the customer service first to check the further information.

Note: In accordance with Health & Safety Practices, in order for us to service your claim your item must be freshly cleaned for the protection of our staff. If your item has not been cleaned before it arrives we will be happy to clean it for you for a nominal charge, which we’ll confirm with you first and this will also delay the processing of your claim.

What is “normal wear and tear”?

We manufacture every product to meet our superior standards, but no matter how carefully you use and care for your CHENPENG product, nothing lasts forever. Products used every day in the harshest conditions will degrade faster than someone who only wears their product once or twice per year. Eventually every product will begin to show signs of age and wear such as faded fabric or frayed cuffs, and we take this into consideration when assessing your warranty request. It may be that your product has simply reached its practical lifetime and is time to be replaced, and we hope you will continue to choose CHENPENG to enjoy you and protect you for your furure.

What isn’t covered under warranty?

We recognize that accidents can and do happen through everyday life. Although not covered under warranty, tears, rips or other damage to your CHENPENG product can be repaired for a reasonable cost. Improper care or negligence will result in damages that are not covered under warranty. We will always do our best to repair them or notify you and discuss options.Our company is based in China only, so any repair not covered under warranty may cause a delivery fee. We recommend using the service of a tailor that is familiar with down-filled product, however we do not have a recommended facility at this time.

Please note that you should never remove the tags from inside the garment as it will void the warranty because valuable information is located on these tags.

If you need custom alterations or modifications, please contact customer service when you place the order and this cost an extra fee due to a different style.

If your purchase was made in a boutique shop which sells CHENPENG products, please contact them for warranty. We are only responsible for the products sold from our official website.

If our product fails due to a manufacturing defect, we will repair the item at our expense. If the product is not repairable, or the cost of the repairs exceeds the value of the product, at our discretion, we may choose to replace the product instead or refund.

We aim to have your product back to you as quickly as possible. Our typical turn-around time is 30 business days from the time we receive your product to the time we ship it back to you. We promise to keep you updated with more accurate estimates throughout the process.

Who handles shipping costs?

If the delivery is under the warranty, we will responsible for the delivery fee.Otherwise, customers are responsible for the cost of shipping items to us and the return shipping costs. Please ensure that you ship the product using a carrier that can provide you with tracking information and proof of delivery. You are responsible for your product until we sign for its delivery.