SHOP CHILL FAQ

ORDER INQUIRIES

Who should I contact with questions about my order? 

We’d love to chat with you at lovenotes@chillhouse.com. We do our best to reply to all inquiries within 24 hours, and will prioritize any urgent inquiries related to editing an order or shipping address. Please note we are a small team who puts care into each inquiry and our response time may reflect that. We appreciate your understanding and patience! 

When will my order ship? 

We try our hardest to ship all orders within 48 hours after receiving them (unless you selected overnight or 2-day shipping, in which case yours will be sent out even quicker!). You will receive an email with a tracking number to follow your package’s journey to your chillhome. 

May I change or cancel my order after placing it?

Should you need to edit or cancel your order for any reason, please reach out to lovenotes@chillhouse.com as quickly as you’re able to. We do our best to accommodate any changes, and will work to determine the best solution for you if your order has already shipped. 

 

RETURN POLICY

All return inquiries are handled on a case by case basis. That being said, we strive to provide products and services for a chiller you, and we know that order satisfaction is a large part of that. 

We put love and care into everything we do and want all to have the utmost positive experience, not only with our goods, but also with our team. Each request is handled fairly and thoughtfully, so we ask you to note that it may take up to 1 business day for a response in periods of high volume, and to please inquire fairly and thoughtfully as well. 

In that event that your order arrives damaged or defective, we are here to sort that out as quickly as possible for you! Please reach out to us at lovenotes@chillhouse.com - we sincerely apologize for the inconvenience. 

  

SHIPPING AND DELIVERY INQUIRIES

Do you offer international shipping?

Currently, we only offer shipping within the United States, but plan to expand our shipping zones very soon! Don’t hesitate to reach out to lovenotes@chillhouse.com to tell us where in the world you’d like chill goods.

What should I do if my package is missing? 

We kindly ask that you monitor the delivery notification and tracking link for your order so you are able to retrieve your package in a timely manner upon delivery. That said, we often hear of packages being delivered up to 24 hours after a delivery notification is received (particularly with USPS), or delivered to a neighbor’s address. If after 24 hours your package is still MIA, please email us at lovenotes@chillhouse.com and we’ll happily find the best resolution for the issue at hand! 

 

PRODUCT INQUIRIES

Chill Tips 

How long do Chill Tips last for? 

Chill Tips typically stay on for 7-10 days, though the length of wear is greatly determined by the amount of glue used. The more glue used, and pressing and holding each tip to your natural nail for at least 30 seconds, will ensure longer wear time. We also recommend lightly buffing or filing your natural nail prior to application to really extend wear time! 

Can the tips be trimmed with nail clippers? Can they be filed down? 

Yes! Our tips are easily customizable so you’re able to find your best fit, using nail clippers, nail files, and buffers. We recommend trimming the tips little by little to avoid cutting them too short in one go. 

How do I remove Chill Tips?

For the tips to be reusable, we recommend waiting until they naturally pop off once the glue bond weakens. To speed up this process, you can soak nails in warm water with a dash of mild soap or olive oil. The cuticle stick included in the kit is a helpful tool to wiggle them off, or using a thin credit card or metro card can be very helpful to lift them.

Please note the more glue you use at the time of application, the longer the tips will last. They are intended to stay on for 7-10 days and we don’t recommend removal prior to that!

Kindly note the tips may not be suitable for reuse if you remove with acetone. This could damage and break down the tip too much, but it is the recommended method should you need immediate removal. 

Chill Oils

Do the oils feature "clean" ingredients?

Yes, we strive to make our formulated goods as clean as possible. We employ best in class ingredient sourcing with our trusted team of partners, based in Australia. Our goods are free of formaldehydes, parabens, sulfates, alcohols, phthalates, and synthetic fragrances and dyes. 

Are the face and body oils safe for sensitive skin? Acne prone skin?

Both face and body oils are safe for both sensitive skin and acne prone skin. Thoughtful ingredients such as Hemp Seed Oil, Borage Seed Oil, Rose Hip Seed Oil, and Vitamin E all promote anti-inflammatory benefits to soothe damaged skin.

May I use the oils during pregnancy? 

Because the oils blends include various essential oils, it is recommended to err on the side of caution, particularly during the first and second trimesters. There is a lack of controlled studies in this area, but some evidence has been found that cinnamon and rosemary essential oils may result in pregnancy complications. As these oils are designed for daily use, they are best avoided during pregnancy. 

For any specific questions about any of our oils, please don't hesitate to reach out to lovenotes@chillhouse.com! A licensed esthetician can chat with you there about the best way to incorporate these products into your routine. Please discontinue use should irritation occur and contact a licensed professional.