FAQ

Pricing and Currency BACK TO TOP ↑

  • Q. Do your prices include tax?
    A. Chrome is required to collect VAT tax. Therefore, we charge VAT on all orders shipped to European countries. Product prices reflect VAT included (cart prices break VAT into a new line item).

Out of Stock BACK TO TOP ↑

  • Q. When are products coming back into stock?
    A. As soon as Chrome has an estimated date of delivery it will normally be posted on the specific product page.
  • Q. I’d like to order a product, but it does not allow me to put it in the basket.
    A. If it is not possible to select an item this means that it is not available. Please use the ‘inform me when back in stock’ feature on the product page to find out when items come back into stock.

ORDERING BACK TO TOP ↑

  • Q. Can I add something to the order that I just placed?
    A. We are unable to do this after a sale. If you would like to add something to an order then we can cancel the first order and void the credit card transaction and then you would be free to place a new order with all the items that you are looking for.
  • Q. Why didn't I receive my order confirmation/tracking?
    A. We're sorry that you didn't receive your order confirmation. Sometimes they end up in SPAM folders. We can certainly send you a copy of that confirmation along with your tracking number. Just call us, chat us, or email us.

SHIPPING BACK TO TOP ↑

  • Q. How long does the shipping take?
    A. Please refer to the shipping section for estimated Express ad Standard delivery times.
  • Q. When will my order be sent out?
    A. We ship all orders within 72 hours via DPD free of charge. Depending on your location in Europe, shipping time can be 1-6 business days.
  • Q. How are products shipped?
    A. Orders are shipped via DPD.
  • Q. How much will shipping cost to my address?
    A. Shipping is always free.
  • Q. How do I change my shipping/billing info on my new order?
    A. If you have entered billing/shipping information incorrectly please email the correct information or call us.
  • Q. Do you ship internationally? Rates?
    A. If you are in another country than the European countries we list in our country picker, please change your store view to USA where we are able to ship products to most other nations at a nominal cost.

Returns BACK TO TOP ↑

  • Q. What is your returns policy?
    A. You can return any product you receive from Chrome within 30 days of receipt, as long as the item is unused and unwashed. For more information, please visit the returns section of the website.
  • Q. I do not like the product I ordered, what can I do?

    A. If the product is new and unused you can return it to us for an exchange or refund within 30 days of receipt. Please visit our returns section for more information on how to return a product.
  • Q. How do I return a product?
    A. Please visit the returns section of the website for full instructions on how to return a product.
  • Q. I want to return a product, but I don’t have the original packaging?
    A. You can always send the products back to Chrome in another package but please pack securely and follow the instructions in the returns section of the website.
  • Q. I would like to return an item for a size exchange, but the size is not showing up on the website. How should I proceed?
    A. Unfortunately this does mean that Chrome are out of stock of this size and colour. It is possible to return the item for an exchange for another item or a refund. Additional payment will be required or the difference will be refunded if the exchange item is not the same amount as the item returned.

Products and Sizing BACK TO TOP ↑

  • Q. How can I get a right shoulder messenger bag?
    A. We have a few bags with Right Shoulder Options in the Citizen and Mini-Metro lines. You can also create a custom Citizen with a Right Shoulder Option.
  • Q. I am not sure which size to order?
    A. On most product pages there is specific sizing information by clicking the "SIZE CHART" link. Please also have a look at our sizing pages.
  • Q. How do I clean my bag?
    A. Here are the cleaning instructions for all of our bags:
    • Wrap the buckle to protect from water
    • Hand wash cold only with nylon brush
    • Use mild detergent
    • Lay flat to dry
    • No bleach
    • Once dry, spray WD-40 inside buckle
  • Q. What types pedals are your Pro Shoes compatible?
    A. All of our Pro Series shoes work with most SPD style cleats and pedals. We recommend Shimano SPD or Crank Brothers.

CUSTOM BAGS BACK TO TOP ↑

  • Q. Can I customize, change, or add something to the bag that I own?
    A. At this time we do not offer custom bags outside of the US/Canada.

Sponsorship and Familia BACK TO TOP ↑

  • Q. I am interested in having my event sponsored by Chrome.
    A. Please send an email to us detailing your event. Chrome receives a high volume of sponsorship requests and proposals so please do not be disappointed if we are unable to help.
  • Q. How do I join the Familia?
    A. If you have to ask, it's not you. But if you're a truly bad ass in the City living the brand, then don't worry, we'll find you.

Retailers BACK TO TOP ↑

  • Q. Have you got any retail partners around the world?
    A. Chrome has a number of retail partners in the US, Canada, UK and Japan, see our list of stores to find the one nearest to you.

Price Adjustments BACK TO TOP ↑

  • Q. Do you honor price adjustments?
    A. Yes, we will honor a price adjustment for your online purchase within 10 business days of the new price.