FREQUENTLY ASKED QUESTIONS
Our team is available to answer your questions during normal business hours. You can email our team at support@shopcheneblanc.com. If you’re looking for quick answers to our frequently asked questions, you can find more information below.
GENERAL
How can I contact Chêne Blanc?
You can reach out to our team by email at support@shopcheneblanc.com or through direct message on social media. You can also call us at 423-287-6633.
What are your store hours?
We’re open Monday – Saturday from 10am to 8pm and Sunday from 11am to 6pm.
Where are you located?
We’re located at 9454 Bradmore Lane, #108, Ooltewah, TN, 37363. We’re located inside Cambridge Square between The Finery House and Davis Wayne.
I saw a product on your social media and I can’t find it on your website. How can I purchase it?
You can email our team at support@shopcheneblanc.com or send us a direct message on social media with a picture of the product you saw. We’re happy to help find the product and send you a link via email to complete your purchase.
I saw a product in your store, but I can’t find it online. How can I purchase it?
You can email our team at support@shopcheneblanc.com with a description of the product (pictures are even better!). We’re happy to help find the product and send you a link via email to complete your purchase.
I have a specific product question. Who can help me?
You can email a member of our team at support@shopcheneblanc.com, stop by our store or send us a message on social media.
What payment methods do you accept?
We accept Visa, Mastercard, Amex, Discover, Paypal, Apple Pay, and Google Pay.
SHIPPING & DELIVERY
When will my order ship?
All orders are shipped out within 1-2 business days of purchase. You will receive a text or email notification once your order has been shipped with tracking information.
My order shipped but where is it?
If your tracking number won’t update
In our experience, a package is never considered lost, just delayed. Carriers are working tirelessly to ship thousands of packages a day, so it’s inevitable that some packages may be slightly delayed.
Some packages aren't scanned at every stop but are still in transit. Rest assured, your package was picked up at our warehouse by the carrier the day you received your tracking email (possibly the day after, if your order was packaged later in the day after our daily pickup time). Please note that carriers are unable to give us any more information than what we currently see on the tracking page. Once it has left our facility, what we see is the same as what you see.
The best tip we can give is to sign up for text/email updates on the carrier website. You can find your tracking number in your shipping confirmation email. We have noticed that sometimes it can help move things along or at the very least give you some updates! You will be notified the moment your package is scanned next and keep getting notified with delivery updates!
If your package is marked delivered but hasn’t arrived
If your package shows as delivered but you don’t have it, check with your family/neighbors/front desk/mailman to see if it may have been accidentally delivered to the wrong address or scanned incorrectly. In a few cases, the carrier might mark the package as delivered early, so give it a 1 – 2 days because it could still show up! If your package still doesn't arrive after a couple of days, you can call your local carrier office to check the GPS coordinates of the delivery.
If the GPS coordinates match your delivery address, this proves your package was delivered to the correct address, and the carrier will not accept a claim for insurance. In this case, neither Chene Blanc nor the post office is responsible for lost or stolen item(s). If the GPS coordinates don't match your delivery address, you can have the carrier attempt to retrieve the package to re-deliver to the right address.
Please note: Chêne Blanc is also not responsible for any packages delivered to an address that is entered incorrectly. Your purchase will be sent to the address provided at checkout. Please make sure that this address is up to date and correct before submitting your order.
Do you offer local delivery?
We offer free local delivery within a 20-mile radius of the store and a minimum purchase of $50. Please select local delivery at checkout if you’d like us to deliver your order.
When can I pick up my online order?
Pick-up orders are typically available within 2 hours of placing your order during normal business hours. You will receive a text or email notification when your order is ready for pick-up.
Do you ship internationally?
We don’t currently ship internationally, but feel free to reach out to our team at support@shopcheneblanc.com if you have a specific request.
How can I ship my order to multiple addresses?
If you’d like to ship to multiple addresses, you’ll need to place multiple orders. We’re unable to separate one order into multiple shipments. For additional questions, feel free to email our team at support@shopcheneblanc.com.
RETURNS & EXCHANGES
What’s your return + exchange policy?
At Chene Blanc, we care, we listen, and we want to provide you the customer experience. You can find more information about our return policy here.
How many days do I have to return something?
We'll be happy to return your item for in-store credit, merchandise exchange, or credit card refund as long as your item is returned within 30 days from the date of purchase. You can find more information about our return policy here.
Do I have to return my item in the original packaging?
Yes, your item should be returned in original packaging and be unused or unworn. You can find more information about our return policy here.
GIFTS
Can I add a message to my online order?
On the cart page before you’re ready to checkout, please include your gift message within the “gift message” box. If you placed you’re order too fast, you can contact our support team at support@shopcheneblanc.com and a member of our team can add your gift message to your order. All gift messages are hand written by our team to your family and friends.
How do I return a gift I received?
If you return a gift you received, you have 30 days to return your gift for store credit. However, that 30-day window begins from the date your gift was purchased, not when you received it. You will be the only one notified about the return. To start the return process, please email our team at support@shopcheneblanc.com.
Do you offer gift cards?
Yes, you can purchase gift cards on our website. We can send a virtual gift card or physical gift card in the mail. Your choice!
BRIDAL REGISTRY
How do I find my bride’s registry?
You can search for your bride through our bridal registry link here.
You can also email our team at support@shopcheneblanc.com and we’d be happy to walk you through the process.
How does my gift get to the bride and groom?
Once you add items to your shopping cart directly from the bride and groom's registry page, you will see each couple's preferred delivery/pickup option once you proceed to checkout.
If you have any questions, you can email our team at support@shopcheneblanc.com and we’d be happy to walk you through the process.