Return conditions

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 any 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: The return address will be provided once your return request has been approved.

Return Period
Customers in Switzerland, the United Kingdom, Spain, Sweden, Italy, the Netherlands, Belgium, Poland, Germany, the United States, Canada, and Denmark 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 tags and labels. Include the return form as well as any required documents or photos. Download and print the return label via the link in our email.

  • The cost of the return shipment is borne by the customer unless the item is defective or does not match the description; in this case, the product will be exchanged.
  • No restocking fees will be charged.

Cancellation Policy
Customers can cancel their order within 24 hours of placing it. After this period, the order is processed and prepared for shipment, 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 your item is damaged or missing, please contact us immediately. Please send us photos of the defect or damage. Damaged or incorrect items will be replaced; the customer will not incur any return shipping costs.
  • Received Wrong Product: If you received the wrong product, please contact us. We will arrange reshipment, cover the costs incurred, 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 shipment, 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 inspection of the item, we will 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.

Incorrect Address Information
It is the customer's responsibility to ensure that the shipping information is correct and complete at the time of order. We are not liable for lost or delayed shipments due to incorrectly entered address data. If a delivery cannot be made due to incorrect address information, the shipping costs incurred by us will be deducted from the refund amount. Additionally, a processing fee of up to 15% of the order value may be charged for handling the refund. If you as a customer provide the correct address data afterwards and request a reshipment, you will bear the shipping costs as well as any processing fees for the reshipment.

Uncollected or Refused Packages
If a package is not picked up at the collection point or is refused by the consumer, it will be automatically returned to us. In this case, administrative and return fees may apply. These fees amount to 15% of the order value and will be deducted from the refund amount.

Explanation:
The fees include the return shipping costs as well as the administrative processing of the returned package. We recommend always picking up your package on time to avoid additional costs.

Conditions

  • Return Period: Returns must be reported and shipped within 30 days of receiving the product.
  • Processing of 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 processed 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.