Question 1

How quickly does the Cholby customer concierge respond to inquiries?

Accepted Answer

Our concierge team reviews and responds to all customer messages within 24 business hours (Monday through Saturday, 9:00 AM – 7:00 PM PKT). If your inquiry pertains to an active order or delivery in transit, please include your Order ID in the subject field for expedited triage.

Question 2

Can I modify or cancel my order after it has been placed?

Accepted Answer

Yes, provided the order has not yet been processed for dispatch by our fulfillment warehouse. You have an immediate 24-hour window from the moment of placement to email support@cholby.com with requested address corrections or order cancellations.

Question 3

How do I request a size exchange for athletic footwear or outerwear?

Accepted Answer

We offer a 14-day complimentary exchange window. Simply contact us with your Order ID and the replacement size needed. Our concierge will issue return authorization instructions. Items must remain brand new, unworn, with all manufacturer tags and packaging intact.

Question 4

How can I track the live status of my parcel?

Accepted Answer

As soon as your package is dispatched with our courier partner (TCS, Leopards, M&P, or DHL), you will receive a tracking link via SMS and email. You can also monitor real-time checkpoint updates on our dedicated Track Order page using your Order Number.

Question 5

What should I do if my shipment arrives damaged or items are missing?

Accepted Answer

Please report damaged parcels, missing accessories, or incorrect items within 7 days of delivery. Send photos of the outer shipping box, courier label, and product condition to support@cholby.com so our quality control team can dispatch a priority replacement.

Question 6

What payment methods are supported, and how is payment confirmed?

Accepted Answer

We support secure online card payments via Stripe (Visa, MasterCard, American Express), Apple Pay, and Google Pay. All orders are processed in a cashless environment with instant 3D Secure verification; Cash on Delivery is not supported. Digital receipts and VAT invoices are issued via email.

Question 7

Do you offer corporate, athletic team, or wholesale volume orders?

Accepted Answer

Yes. Cholby partners with sports academies, marathons, athletic clubs, and corporate organizations for bespoke gear, uniforms, and bulk orders. Select 'Wholesale & Corporate Inquiry' in the contact form or email concierge@cholby.com directly.

Question 8

Can I pick up my order directly from a physical location?

Accepted Answer

Currently, Cholby operates an automated central logistics and fulfillment hub to provide the fastest door-to-door courier transit nationwide. All orders are safely dispatched directly to your residential or office shipping address.

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