Same-day dispatch
Order by 1pm EST, Monday to Friday, and your order leaves the studio that afternoon.
Customer care
Shipping &
returns.
From our studio to your shift. Clear delivery times, honest costs and a returns process that takes about two minutes to start.
- Free shipping over $75
- 30-day returns · free exchanges
The short answer
US standard shipping is $6 and free over $75. Orders leave our Charleston studio in 1–2 business days and arrive in 3–5. Returns can be started within 30 days, and US exchanges are free.
- 1–2 daysDispatch
- 3–5 daysUS standard delivery
- 30 daysReturns window
Dispatch & delivery
Delivery, without the guesswork.
Orders leave our Charleston studio Monday to Friday. Place yours before 1pm EST and we aim to pack it the same day; anything later heads out the next business morning.
Weekend orders
Saturday and Sunday orders are packed first thing Monday, with no extra waiting.
Made-to-order pieces
Embroidered and pre-order styles add 2–3 business days. The date is shown on the product page.
| Service | Arrives | Cost | Good to know |
|---|---|---|---|
| Standard | 3–5 business days | $6 · free over $75 | Tracked, all 50 states |
| Express | 2 business days | $14 | Order by 1pm EST |
| Overnight | Next business day | $24 | Monday–Thursday only |
| Studio pickup | Ready in 2 hours | Free | Charleston studio, Mon–Fri |
Holiday cut-off. Order by 12pm EST on 18 December for standard delivery before Christmas Eve. Overnight orders placed after 20 December ship on the next business day.
What you pay
Shipping costs, plainly.
One flat rate per order, calculated at checkout. No handling fees, no surprises at the door.
- Free standard shipping on US orders over $75 after discounts and before tax. It is applied automatically — no code needed.
- $6 standard shipping on US orders under $75.
- $14 express and $24 overnight across the contiguous US. Alaska and Hawaii are standard delivery only.
- Studio pickup is always free. We will email you the moment your order is ready.
Two orders in one day? Email us within an hour and we will combine them, then refund the second shipping charge.
Where is it?
Follow it all the way.
Every order is tracked, and every dispatch email includes a link that updates as your parcel moves.
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Confirmation
An email lands as soon as your order is placed, with your order number and a summary.
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Dispatch
Within 1–2 business days you will get a second email with tracking. Studio pickups get a “ready” email instead.
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Delivery
Tracking can take 12–24 hours to show its first scan. If nothing moves after three business days, contact us.
Delivered but not there? Check with neighbours and your building first. If it has not turned up within 24 hours, email us with your order number and we will open a carrier claim.
Returns & exchanges
Thirty days. Keep it simple.
You have 30 days from delivery to return unworn, unwashed pieces with their original tags. Try things on over your own clothes — that is what the tags are for.
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Email the care team
Send your order number and the item(s) to hello@aichano.com. No forms, no portal.
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We send a label
A prepaid return label or QR code arrives within one business day. US exchanges always ship free.
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Send it back
Drop it with the carrier. We inspect within two business days of arrival and email you either way.
What we cannot accept
- Pieces that have been worn, washed or altered.
- Embroidered, monogrammed or personalised items.
- Final-sale styles and gift cards.
- Returns started after the 30-day window.
Faulty or wrong item? Email a photo within 14 days of delivery. We will cover return shipping and repair, replace or refund — your choice.
The money bit
When the refund lands.
Refunds go back to the original payment method as soon as your return is checked in. Your bank may take a few extra days to show it.
| Refund to | Timing | Notes |
|---|---|---|
| Original card | 5–10 business days | Item price and tax |
| Store credit | 1–2 business days | Valid for 12 months |
| Gift card | Within 24 hours | Returned to the original card |
| Exchange | Ships in 2 business days | Free US shipping |
- Item price and tax are refunded. Original shipping is refunded only for faulty or incorrect items.
- Sets must come back complete — top and pant together — for a full refund.
- If a return is rejected, we email photos and send it back at no charge.
International
Beyond the US.
We ship to Canada, the UK, the EU, Australia and New Zealand. International orders are sent tracked and usually arrive within 7–12 business days.
- Flat rate $18, free over $150.
- Duties and taxes are set by your country and collected by the carrier on delivery. They are not included in your order total.
- Returns are accepted within 30 days, but return shipping and any duties are the customer's responsibility.
- Customs delays can add a few days. Tracking shows when your parcel is with local customs.
Somewhere else? Email us. We are adding destinations as our carrier network grows and can often quote a one-off rate.
Teams & clinics
Ordering for a team.
Clinics, studios and hospital departments order with us every week. A few things work differently once you are ordering ten sets or more.
Volume pricing
Tiered pricing from 10 sets, with a dedicated quote and one consolidated invoice.
Embroidery
Names, roles and department logos, stitched in-house. Add 3–5 business days to dispatch.
Fit kit
Borrow a sample kit in your chosen colours before you commit. We arrange collection when you are done.
Email hello@aichano.com with your team size and timeline, or call +1 (800) 555-0142.
Still need a hand?