Customer information
Customer support
ChixiQ support handles reservation, payment, address, delivery, damage, return, refund, safety, and privacy requests through one documented email workflow.
Effective 2026-07-26
Contact and response time
Email support@chixi-q.com. We aim to acknowledge customer messages within 2 business days, Monday through Friday excluding German public holidays. Urgent magnet-safety concerns should be clearly marked in the subject line.
For order-specific help, write from the checkout email and include the Stripe receipt or reservation reference. Never send a full card number, card security code, password, government ID, or unnecessary health information.
Orders and delivery
For an address correction or cancellation, contact us before the shipping confirmation. Once a carrier has accepted the parcel, rerouting depends on the carrier and cannot be guaranteed.
For a missing or damaged parcel, include the tracking number, delivery address confirmation, date of the tracking event, and clear photographs of parcel and product where relevant. We open the carrier trace and keep ownership of the resolution.
Returns, defects, and refunds
Request return authorization before sending a bracelet. Describe the reason, include photographs for a defect or damage claim, and keep the product and packaging available for inspection.
We confirm the return route, responsibility for postage, inspection result, and refund or replacement decision in writing. Refunds go to the original payment method; we do not redirect refunds to another person or bank account.
Complaints and escalation
If the first response does not resolve the issue, reply with the subject line “Formal complaint” and state the outcome requested. The case is reviewed with the reservation, payment, shipping, and prior support record.
Privacy requests, legal notices, and safety incidents are routed to the responsible operator. We preserve relevant records while a dispute, chargeback, legal duty, or safety investigation remains open.