FAQ

GENERAL

Who is Ccilu? Ccilu (Chee-Loo) is a Japanese footwear brand known for creating technologies focusing on lightweight, comfortable and sustainable footwear, socks as well as face masks.

What is Ccilu’s mission? At Ccilu, we are fully committed to design, develop and manufacture responsible and sustainable footwear, masks and socks while also maintaining our standards throughout our supply chain.

What are the core values Ccilu is committed to? Ccilu is committed to four core values in products, which are light, flexible, instantly comfortable, and increasingly sustainable footwear.

How is Ccilu dedicated to sustainability? The material of Ccilu’s shoes CCILUCELL® is an eco-friendly composite that delivers comfort to our feet like no other.  Tiny nano-particles with strong molecular bonds form the shoe’s structure; featuring shock absorption, abrasion resistance, anti-microbial properties and honeycomb structure for footwear that is long-lasting, flexible, super-lightweight and odor-free.

We are also devoted to contribute to a cleaner environment by upcycling spent coffee grounds (SCGs), ocean plastic bottles and waste from the fishing industry as well as the semiconductor industry to produce you a pair of sustainable as well as comfortable shoes.

Where can I buy Ccilu’s shoes? Ccilu is now sold in more than 60 countries, with 40+ Ccilu stores in Asia and a permanent presence established in North America, under the Ccilu USA banner. You can get Ccilu’s shoes online from the sites shown below:

Ccilu Kuwait official site (ccilukw.com)

Ccilu at Bazma (bazmashop.com/app)

Ccilu at Chapter 11 (shopch11.com/downloadapp)

Where does Ccilu manufacture its products? Ccilu’s demonstration factory and supply chain in Taiwan aims to be a model that can be emulated by other countries. In the meantime, we utilize centralized resources in Taiwan to produce Ccilu’s shoe material masterbatch, and have our production done in Asia.

Where are the materials from? Our recycled materials are all from Taiwan.

PRODUCT

Are Ccilu’s shoes vegan? YES! All materials, dyes, and adhesives are 100% vegan! No animals were harmed in the making of these shoes.

What are the available sizes? We carry standard sizes for men and women. Men’s (USA) size 7 to 13. Women’s (USA) size 5 to 11. For detailed information please refer to https://ccilukw.com/size-chart/

Do you offer wide sizes? No, unfortunately our width is currently only available in standard size.

How do I clean my Ccilu shoes? Wash them by hand with a neutral detergent. Do not machine wash.

ORDER, SHIPPING, TRACKING, DELIVERY & PAYMENT

Do you ship to my country? At the moment we only serve KUWAIT customers.

How much is shipping? Free shipping and delivery for an order exceeding $100, otherwise a flat shipping rate of $8 will be applied.

Can I change the shipping address? Once an order is placed, we are unable to edit or make any changes.

How about the import duties? For orders to the USA import duties are covered by us. There will be no additional charges when your order arrives.

How long would it take for me to receive my order? This depends on where you place your order:

Ccilu Kuwait official site (ccilukw.com) – it usually takes 1 to 3 working days. 

Ccilu at Bazma (bazmashop.com/app) – the order is dispatched by Bazma. Takes around 1 to 3 working days.

Ccilu at Chapter 11 (shopch11.com/downloadapp) – it will take around 1 to 3 days. 

How do I know if my item has been dispatched? You will receive a dispatch confirmation email once your order has been shipped. This email will also contain your tracking information.

Can I track my package? Yes, we will send you a dispatch confirmation email as soon as your order has been processed. This email will also contain your tracking code.

What couriers do you use for shipping? We use ……

Can someone else sign for my shipment? Unless the shipping company requires a direct signature, then any adult over the age of 18 can receive and sign the package.

What if the package is delivered while I am not home? Unless you have requested a signature on the label, the shipping company will either leave package at your door or leave a note and drop off your package at the nearest post office.

Customs have asked me for further information. What should I do? If you have an issue with customs, then please contact our Customer Service team (service@ccilukw.com) with your order number and tracking number. We will do our very best to help resolve the matter as fast as possible.

What payment methods do you accept? We accept, MasterCard and Visa to pay on the Ccilu online store.

Can I use KWD or do I need another currency? You do not need another currency. We accept KWD.

Can I change my order or cancel my order? Unfortunately, once an order is placed, we are unable to or make changes or cancel it.

Do I have to pay for shipping if I send items back? You will be responsible for paying for your own shipping costs for exchanging your item(s). CCILU KUWAIT will pay for returned item(s). Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over 25 KWD, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

How long will it take to get an exchange? We aim to process returns within 2 to 4 weeks of receiving them. Once your return has been processed, and provided we have the exchange items in stock, you should receive them within another 2 to 4 weeks. The overall expected time for an exchange can be up to 4 to 8 weeks upon receipt of the item.

The shoes received are incorrect or are defective. How do I return/exchange them? Please send an email to service@ccilukw.com and list the following:

  1. Explain reasons for return/exchange.
  2. Provide photos of your Ccilu shoes (front, back and outsole).
  3. Provide your order number and order email.
  4. Once you receive a return/exchange confirmation email from us, please remember to provide a tracking code.

If the item is indeed defective or we sent you a wrong order, we will pay for shipping.

Please be aware: If the item is worn, damaged or not in its original packaging, we will be unable to honor a refund for the merchandise.

Got a Ccilu gift from your friends but it does not fit you? Please email us at service@ccilukw.com to return a gift without the gift giver being notified or refunded. We’ll help you return the gift for a CCILU KUWAIT gift card.

How to handle returns and refunds?

You can request a refund from our site within 14 days after you placed the order. Please contact us through service@ccilukw.com and we will get back to you as soon as possible.

There are certain situations where only partial refunds can be granted (if applicable). This includes but is not limited to: any item not in its original condition, damaged or missing parts for reasons not due to our error or items that are returned more than 14 days after delivery.

* Please note that coupon code redemption, gift cards and discount items are not able to be returned nor refunded.

Can you confirm you have received my return? We aim to process returns within 2 to 4 weeks of receiving them. You will be notified by email once your return is complete. Should you have any questions regarding your return, please feel free to contact us at service@ccilukw.com.

How long will it be before I get a refund if it is applicable? Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 30 days.

The refund is late or missing. If you haven’t received your refund yet, please allow 7-10 business days and please double check your bank account.

If by then, you still have not received your refund, please contact us at service@ccilukw.com.

CONTACTING CUSTOMER SERVICE

How to contact the Customer Service Team? If you have any further questions or issues feel free to contact our Customer Service Team via the email address service@ccilukw.com.  We value your business and will get back to you as soon as possible!