Return and Refund Policy
Scope and Purpose
This return and refund policy applies to all purchases made through the Chloé-Dubois website.
Contact Information
If you have questions about returns and refunds, please contact our customer service team:
- Email: support@chloe-dubois.com
- Customer Service Hours: Monday to Friday - 08:00 to 16:00
- Address: You will receive the return address once your return request has been approved.
Return Period
Customers in Switzerland, the United Kingdom, Spain, Sweden, Italy, the Netherlands, Belgium, and Poland have the right to return their purchase within 30 days of receipt without giving any reason.
Return Instructions
- Return Notification: Please contact our customer service team at support@chloe-dubois.com with your order number and a detailed reason for the return.
- Return Authorization: After reviewing your return request, you will receive detailed instructions and, if applicable, a prepaid shipping label.
Packaging & Shipping
Carefully pack the item in its original packaging with all labels and tags. Include the return form as well as all required documents or pictures. Download the return label via the link in our email and print it out.
- Customers bear the return shipping costs unless the item is defective or does not match the description. In this case, Chloé-Dubois covers the return shipping costs.
- No restocking fees are charged.
Cancellation Conditions
Customers can cancel their order within 24 hours of placing it. After this period, the order is processed and prepared for shipping, so cancellation is no longer possible. Please contact us within this period at support@chloe-dubois.com. After 24 hours, you must follow the return process after receiving the order.
Specific Return and Refund Conditions
- Return for Change of Mind: You can return the product within 30 days, provided it is unused, undamaged, and in the original packaging.
- Defective Items: If you receive a defective product, please contact our customer service team immediately. Chloé-Dubois covers the return shipping costs and offers a replacement product or a refund.
- Damaged Items: Send us photos of the damage within 48 hours. We will assess the situation and cover the return shipping costs if applicable.
- Wrong Product Received: Contact us, and we will cover the return shipping costs and ensure you receive the correct product.
- Product Not Received: Contact us so we can initiate an investigation with the shipping provider. If the product cannot be found, we offer a full refund or replacement.
- Cancellation After Order: You can cancel your order before it has been shipped. After shipping, the return process must be followed upon receipt of the product.
Damaged or Defective Items
Contact our customer service team within 48 hours of receipt. Send us photos of the defect or damage. After inspecting the item, we offer a replacement product or a full refund.
Undamaged Items
If you change your mind, you can return the unused and undamaged product within 30 days. Make sure it is in the original packaging.
Conditions
- Return Period: Returns must be reported and shipped within 30 days of receiving the product.
- Processing Returns: After receiving and inspecting the returned item, we process the refund within 7 days. You will receive a confirmation email.
- Refund Conditions: A refund is approved if the product is undamaged, unused, and in the original packaging. Refunds for defective or incorrectly delivered products are approved after inspection.
- Refund Period: After approval of the return, it takes up to 7 days for the refund to be credited to the original payment method.
- Refund Methods: Refunds are made to the originally used payment method.
Exceptions to the Return Policy
The following products cannot be returned:
- Personalized or custom-made items
- Hygiene products (e.g., socks, underwear), unless unopened and unused
Shipping Method & Costs
- Shipping Method: With Track & Trace
- Return Destination: China. Your order must be returned to our partner in China.
- Estimated Return Costs: 20 CHF – 30 CHF
Questions?
Visit our FAQ or contact our customer service team.