Return and Refund Policy
Scope and Objectives
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:
- E-mail: support@chloe-dubois.com
- Customer service opening hours: Monday to Friday - 08:00 to 16:00
- Address: You will receive the return address as soon as your return request has been approved.
Return period
Customers in Switzerland have the right to return their purchase within 30 days of receipt without providing 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 any 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.
Right of withdrawal
Customers can cancel their order within 30 minutes of placing it. After this period, the order will be processed and prepared for shipping, and cancellation will no longer be possible. Please contact support@chloe-dubois.com within this time. After the 30 minutes have passed, you must follow the return process upon receipt of 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 will cover the return shipping costs and offer a replacement product or a refund.
- Damaged items: Send us photos of the damage within 48 hours. We will assess the situation and, if necessary, cover the return shipping costs.
- Received the wrong product: Contact us, and we will cover the return shipping costs and ensure that you receive the correct product.
- Product not received: Contact us so that we can initiate an investigation with the shipping service provider. If the product cannot be found, we offer a full refund or a 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 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.
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 will process the refund within 7 days. You will receive a confirmation email.
- Refund Conditions: A refund will be approved if the product is undamaged, unused, and in the original packaging. Refunds for defective or incorrectly delivered products will be 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 they are 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 shipping costs: 20 CHF – 30 CHF
Questions?
Visit our FAQ or contact our customer service team.