Customer Support

For questions about products, orders, payments, digital delivery, activation, game top-ups, refunds, or account-related issues, please contact:

Email: Support@chalzfashion.com

To help us review your request efficiently, please contact us using the same email address associated with your order whenever possible.

Business Information

Chalzfashion is operated by:

Pinebrook Trading Limited

Business Address:

RM 06, 26TH FLOOR
WORKING VIEW COMM BUILDING
21 YIU WAH STREET
CAUSEWAY BAY, HONG KONG

Website: chalzfashion.com
Customer Support: Support@chalzfashion.com

Customer Service Response Time

We normally aim to respond within 1–3 business days.

Response times may be longer during:

  • Public holidays;
  • Promotional periods;
  • Major game releases;
  • Platform or publisher outages;
  • Payment-provider disruptions; or
  • Periods of unusually high inquiry volume.

Please avoid sending multiple separate messages about the same issue. Replying within the original email conversation helps us review your case more efficiently.

Product Questions

Before placing an order, you may contact us for clarification regarding:

  • Supported game or product;
  • Platform compatibility;
  • Activation region;
  • Account-country requirements;
  • Game server;
  • Product edition;
  • Denomination or quantity;
  • Delivery method;
  • Estimated fulfillment time; or
  • Activation instructions.

Please include the product name or product-page link in your message.

Product guidance is provided based on the information available to us. Customers remain responsible for confirming that the selected product is compatible with their account, platform, region, server, and game edition.

Order Inquiries

For questions about an existing order, please provide:

  • Full name;
  • Order number;
  • Email address used at checkout;
  • Product name;
  • Purchase date;
  • Platform;
  • Region;
  • Player ID or UID, where applicable; and
  • A clear description of the issue.

Do not send passwords, recovery codes, one-time verification codes, security answers, or complete payment card information.

Digital Delivery Assistance

If you have not received your digital product, please first check:

  • Your main email inbox;
  • Spam or junk folders;
  • Promotional folders;
  • Your Chalzfashion customer account;
  • The order-status page;
  • Your game-account balance;
  • In-game mail; and
  • Relevant platform notifications.

If the order remains incomplete after the stated processing period, contact Support@chalzfashion.com and include your order number.

Activation Code Support

If an activation code appears invalid or cannot be redeemed, please provide:

  • Order number;
  • Product name;
  • Supported platform;
  • Account region;
  • Exact error message;
  • Date and approximate time of the activation attempt;
  • Screenshot of the error; and
  • Screenshot showing the relevant account region, where necessary.

Please do not publish the complete activation code or send it through a public communication channel.

Customer support may request additional information to confirm the code status with the relevant supplier, distributor, or fulfillment provider.

Game Top-Up Support

For a missing, delayed, or incorrect top-up, please provide:

  • Order number;
  • Game title;
  • Product or quantity purchased;
  • Player ID or UID;
  • Server;
  • Region;
  • Current game-account balance;
  • Relevant screenshots; and
  • A description of the issue.

Do not immediately place an identical replacement order unless you accept the possibility that both transactions may later be completed.

Refund and Cancellation Requests

Refund and cancellation requests must be submitted in accordance with our Refund and Returns Policy.

Please include:

  • Order number;
  • Product name;
  • Reason for the request;
  • Relevant screenshots or error messages;
  • Platform and region;
  • Player ID or UID, where applicable; and
  • Your requested resolution.

Digital orders may no longer be cancellable after:

  • A code has been allocated or displayed;
  • A delivery email has been sent;
  • A secure delivery link has been accessed;
  • A top-up request has entered processing;
  • Credits have been applied; or
  • Another irreversible fulfillment action has occurred.

Submitting a cancellation request does not guarantee that an active fulfillment process can be stopped.

Payment Questions

For payment-related assistance, include:

  • Order number;
  • Transaction date;
  • Amount charged;
  • Payment method;
  • Currency; and
  • A limited transaction reference, where available.

Do not send complete card numbers, card security codes, online banking passwords, or digital-wallet credentials.

Some pending bank transactions may be temporary payment authorizations rather than completed duplicate charges.

Unauthorized Transaction Reports

If you believe a transaction was made without your authorization:

  1. Contact Support@chalzfashion.com promptly.
  2. Contact your bank, card issuer, or payment provider.
  3. Secure your email, payment, and Chalzfashion accounts.
  4. Provide the order and transaction information needed for investigation.

We may request reasonable information to verify the transaction and protect the relevant customer account.

Privacy Requests

For requests concerning personal data, including access, correction, deletion, marketing preferences, or other privacy rights, contact:

Support@chalzfashion.com

Use the subject line:

Personal Data Request

Please provide enough information for us to identify the relevant customer account or transaction. We may take reasonable steps to verify your identity before processing the request.

Intellectual Property and Legal Notices

Rights holders, authorized representatives, regulators, and legal representatives may contact:

Support@chalzfashion.com

Use an appropriate subject line, such as:

  • Intellectual Property Notice;
  • Legal Notice;
  • Compliance Inquiry; or
  • Regulatory Request.

An intellectual property notice should include:

  • Identification of the protected right;
  • Identification of the relevant product or website content;
  • Location of the disputed material;
  • Evidence of ownership or authorization;
  • Contact information; and
  • A good-faith explanation of the concern.

Complaints

To submit a formal complaint, email Support@chalzfashion.com and include:

  • Full name;
  • Order number, where applicable;
  • Description of the issue;
  • Relevant documents or screenshots;
  • Previous customer-service correspondence; and
  • The resolution you are requesting.

We will review the available order, payment, delivery, supplier, and customer-communication records before responding.

Address Notice

The listed business address is provided for company identification, business correspondence, and legal notices.

It is not represented as:

  • A retail gaming store;
  • A walk-in customer-service center;
  • A product collection point;
  • A physical fulfillment warehouse; or
  • A returns-processing location.

Chalzfashion primarily supplies digital products and provides customer support electronically.

Do not send physical products, documents, or parcels to the business address unless you have received written authorization.

Contact Summary

Pinebrook Trading Limited

RM 06, 26TH FLOOR
WORKING VIEW COMM BUILDING
21 YIU WAH STREET
CAUSEWAY BAY, HONG KONG

Website: chalzfashion.com
Email: Support@chalzfashion.com