Frequently Asked Questions

Account Information
• What are the advantages of creating an account online?
By creating an account at our website, you will be entitled to the following advantages:
Newsletter - If being a subscriber, you will be updated with the latest news on New Products Distribution, Sales Promotional Discounts and more. You have right to enable or disable the newsletter subscription feature at My Account.
Address Book – There is No need to input again all your address information for multiple orders. We can now even transport your products to another address other than yours! You will find this is wonderful for sending gifts direct to your lover, friends and family members
Order Progress - Check through the progress status of your current order at My Account.
Order History – Browse all your history of purchases at My Account that you have made with us.
Products Reviews - Remark your opinions on products with our other customers.
Promptly Processing - Online orders will be received immediately for promptly processing.

Product Information
• In what products are you engaged ?
We are engaged in a large collection of Chinese featured and unique silk scroll paintings, Liuli or Glazed class products, gifts, wax printings or batiks and Chinese calligraphy and relevant Chinese culture products. All are made by hands of Our masters. Please click here for full product category listing.

• Can you send me a product catalog?
We are sorry not to have one to send to our customers. For we update our products and their prices from time to time, a printed catalog will soon be outdated. In order to solve this problem, we are planning to set a Printable Catalog feature which will be a compromise of both sides but needs some effort from your side.

Order Information
• When will my order be shipped?
All stock merchandise will be dispatched for shipment within 2~4 working days of receipt of order. Please allow an additional 4~6 working days for custom-made or alteration service. You will be notified via email of any back orders, or other delays in shipping your order. All shipments are sent via China Post. As for other shipping channels, you can email to us your favorite depending on type and weight of merchandise and your location. The related tracking number will be sent to your registered email address as soon as your package is shipped out from our warehouse.

• How long would it take to receive my items after placing order?
The total time required would be order processing time plus shipping time. A rough estimated time for delivering to any major city in the world would be as below:
Stock Orders with Air Parcel Shipment: ~ 12 to 14 working days
Stock Orders with Express Shipment: ~ 6 to 8 working days
Alteration or Custom-made Orders with Air Parcel Shipment: ~ 17 to 21 working days
Alteration or Custom-made Orders with Express Shipment: ~ 10 to 14 working days

NOTE: For urgent delivery request, please specify when placing an order and we might be able to shorten the lead time if condition permits.

• What about out-of-stock items?
We try our best to keep a good stock of all the items on our site. Occasionally, a best selling item may go out-of-stock. If we are out-of-stock of an item you ordered, we will notify you via email. You may cancel any unavailable merchandise or have a back-order entered at that time.

• Do you accept mail order?
Yes. You maybe feel uncomfortable of creating an account at our website regardless of the obvious benefits and speedy processing for online ordering for some reasons. You now can have the option to place a mail order to us. Just add item(s) to your shopping cart, then checkout via the email without creating an account online.

• Do you accept custom-made order?
Yes, we accept custom-made order for a wide variety of products. Please email us your details.

• Do you accept wholesale order?
Yes, we accept wholesale order. Please click WHOLESALE for details.

• Can I cancel my order?
For Chilture.com Customer satisfaction is extremely significant to all of us. We will ship your merchandise as quickly as possible. If your order has not yet delivered, we can cancel it for you. A 5% cancellation charge will be imposed to offset the charges of online payment gateways. However, we shall not be able to handle a cancellation once your order has been shipped.
Note: All tailored orders including custom-made and personal name imprinted items must be paid in full at time of order and may NOT be cancelled once we have ordered your merchandise.

Shipping Information
• What countries do you ship to?
We ship to virtually all major countries with most buyers come from USA, Canada, UK, Sweden, France, Spain, Netherlands, Germany, Australia, etc.

• When will my order be shipped?
All stock merchandise will be dispatched for shipment within 2~4 working days of receipt of order. Please allow an additional 4~6 working days for custom-made or alteration service. You will be notified via email of any back orders, or other delays in shipping your order.

• What shipping options are available?
We use the service of China Post due to minimizing the shipping cost of our customers. Other logistic suppliers like UPS, DHL and Fedex are also available at your request emailed to us.

• How to track my shipment?
Expedited - Air Mail by China Post: Not trackable online.( Except US / Canada, USPS: http://www.usps.com / https://em.canadapost.ca/emo/basicPin.do?language=en)
Once your order has been shipped by express, we will provide you a tracking number, please enter this tracking number at relevant site below to track your shipment:
EMS: http://www.postoffice.com
DHL: http://www.dhl.com
FedEx: http://www.fedex.com
UPS: http://www.ups.com
Note:
1. Expedited-Air Mail by China Post: En-route tracking service is not provided but delivery information only when your local post office dispatched the parcel. Please be patient as the delivery might take 10 or more working days for its arrival. Actually 95% of our art shipments arrive within two weeks. After that, about 4% of our art arrives in under three weeks. About 1% arrives within a month.
2. EMS: En-route tracking information is available once the parcel arrives at destination country.

Wrapping Service Information
• What kinds of wrapping service do you provide?
three kinds of wrapping service are provided: $0 Standard Wrapping, $2 Gift-Paper Wrapping and $5 Gift-Box Wrapping.
$0 Standard Wrapping: The item is carefully wrapped with combination of packaging materials such as bubble paper, Styrofoam and corrugated cardboard boxes to ensure its safety during delivery.
$2 Gift-Paper Wrapping: This is specially applied to non silk-painting and batik items. With a well-select gift card offered free of charge to carry your message if any, we will carefully wrap your specified item with beautiful paper, or put it in a nice carton box. Your merchandise will then be packed in the way of our standard wrapping service.
$5 Gift-Box Wrapping: This is specially applied to silk-painting and batik items. A well-select gift card is offered free of charge to carry your message if any, we will carefully wrap your specified item in the elegant gift box with neat voile tied outside or in a beautiful gift bag. Your merchandise will then be packed in the way of our standard wrapping service.

Payment Information
• What online payment channels do you use?
We use PayPal as our online real-time payment channel, who is one of the leading online payment processing companies in the world with over 50 million account members worldwide. We ensure that the payment transactions are processed in a secure environment of Secure Sockets Layer (SSL) between you and PayPal directly and we are not informed of any of your credit card details. We only receive an ok/not ok message from PayPal indicating the final result of your payment. For further information about PayPal, please visit them at www.paypal.com.

• What credit cards do you accept?
We accept  VISA, MasterCard, and AMEX by paying through PayPal or Moneybookers, this transaction is completely secure.

• Can I pay online but without using credit cards?
Yes, you can transfer funds from your US, European and Australian bank account to your PayPal account using Electronic Funds Transfer to pay us online.

• What offline payment methods are available?
We also accept Wire Transfer, West Union and Money Order payments. If you want to use any of these offline payment methods in placing your order, please tell us in advance and we will activate this payment feature for your account.
To pay by Wire Transfer, please remit your payment to:
Account Holder: LI DUANSHAN
Account Number: 6013820100007030862
Bank Name: BANK OF CHINA (BEIJING BRANCH)
Bank Address: 19 DONG AN MEN STREET, 100006 BEIJING, CHINA
Swift Address: BKCHCNBJ110
Note: The customer shall be responsible for the bank remittance charges. Please timely email to chilture@gmail.com or click contact us. the payment details for us to check your remittance.
Check/Money Order: This can be sent to our payment address in China.
Western Union: If you live in a country where you don't have access to anything else, and you really want some artwork from us, you can use standard Western Union. This seems to be the choice to those living in the Middle East, and also parts of Eastern Europe. At about $12 per transaction, we think the cost is high, but if it is the only way, we gladly accept it. Please timely email to chilture@gmail.com or click contact us after you have send the money to give me the Western Union payment details.

• How to convert US$ into my local currency?
You may convert the currency at http://www.xe.com/ for reference. Your credit card will pay us in US$ and charge you in your local currency with a slightly different exchange rate at time of transaction.

Custom Duty Information
• Who pays for export custom duty?
All export custom duty will be to be borne by our side.

• Who pays for import custom duty?
The customer is usually responsible for import custom duty. However, by shopping at Chilture, we will charge a 1.5% tax of the total order amount as an insurance fee for input custom duty. In the very rare case, if your package is held by customs and liable for import duty, Chilture will be responsible for paying the import duty for you!

Return Information
• What products can be returned?
All merchandise is guaranteed to be of the kind and quality displayed. We accept returns with NO reasons, except the followings are not subject to return:
Personal name imprinted items;
• Custom-made and alteration items;
• Discounted and bargain items;
• Exchange and replacement items;
• Items purchased over 30 days from date of shipment;

• What is your procedure for returns?
Please Contact Us and fill in the Return Application Form before you plan to return; our customer service will give you full return instruction and might also give you some useful suggestions. No returns without prior approval. All returns must be carefully packed in the original packaging and shipping cartons with all shipping charges prepaid. We will handle your return once received, but you are responsible for any misfortune during shipping.

NOTE: All unauthorized, "freight to collect" or surface mail returns will be refused and no credit will be issued.

• What should I do if the goods received are damaged?
We try our best to have all products carefully wrapped to ensure a safe delivery to its destination. In case of damage during shipment, please file your damage claims to the delivering carrier immediately, and notify us within 72 hours of receipt of damaged merchandise by you.

• Can I request for exchange?
If you request for exchange, we will only replace you the new item upon receipt of your returned unit and the replacement shipping charge. All replacement items are not subject to further exchange or refund.

• What is your refund policy?
Cash refund for any authorized return other than for damage or error on our part will be subject to a 15% re-stocking fee to off-set handling and banking costs. Shipping charges and taxes are not refundable other than error on our part.
NOTE: All unauthorized, "freight to collect" or surface mail returns will be refused and no credit will be issued.

Chilture Return Application Form

Return Notes:
We accept returns with NO reasons, except the followings are not subject to return:
Custom-made and alteration items;
Personal name imprinted items;
Discounted and bargain items;
Items purchased over 30 days from date of shipment;
Exchange and replacement items;
Items not in original condition as when purchased.
All unauthorized, "freight to collect" or surface mail returns will be refused and no credit will be issued.