Return Policy

Overview of the policy

Return period: 14 days from the delivery date
Refund processing time: 10 working days after receipt of the return
Return shipping costs: To be borne by the customer unless the product is defective or incorrectly delivered, usually the costs are at least 20£, it varies according to the volume of the item.

 

Cancellation of orders

You can cancel your order within two hours of purchase by contacting our customer service, later than this time, the order has already been exported to our logistics partner. If your order has already been shipped, please follow the return instructions below.

If you want to cancel the order beyond 24h we will charge you a 15% restocking fee (based on the value of the order) to cover the picking costs of the warehouse.

 

Conditions for returns

We accept returns under the following conditions:

  • Return period: Items can be returned within 14 days of delivery.
  • Item Condition: Items must be unused, in original condition with all tags and in original packaging.
  • Proof of purchase: Proof of purchase is required for all returns.
  • Exceptions: Certain products such as custom-made or customized items and hygiene products (e.g. underwear) are excluded from exchange unless they are unopened and unused.

 

Return instructions

To initiate a return, please follow these steps:

  1. Contact customer service: Send an email to info@chloeandliamcs.com with your order number, the reason for return and, if applicable, photos of the item.
  2. Receive return authorization: Our team will review your request and send you an authorization along with detailed return instructions. The required return form can be requested from our customer service.
  3. Pack the item: Pack the item securely with all labels and the original packaging and include the return form.
  4. Shipping: Use a reliable shipping service with tracking. Return shipping costs are borne by the customer unless the item is defective or incorrectly delivered.

Refund Policy

Refund Approval: After receiving and inspecting the returned item, we will notify you of the status of your refund within 10 business days.

Processing time: Once approved, the refund will be credited to your original payment method within 10 business days. Your bank or payment provider may need additional time to process the refund.

Confirmation: You will receive a confirmation email once the refund has been processed.

If the refund does not appear in your account within the expected timeframe, please check your bank or contact us info@chloeandliamcs.com.

Please consider the following conditions:

  • shipping delays due to customs clearance, which are beyond our control, are not considered valid reasons for initiating a return.
  • Returns sent to any address other than the one provided from our customer service, cannot be processed.

 

Restocking Fee
A restocking fee of 15% will be applied to returns for non-defective items to help cover the cost of processing and restocking. 

 

Exchange policy

We offer exchanges for faulty or incorrectly delivered items. Please contact us within 14 days of delivery, and we will cover the return shipping costs for eligible exchange requests.

If you ordered a wrong size, we can ship the right size for free and the customer covers only the shipping costs.

 

Exceptions and special cases

  • Defective or damaged items: If your item arrives damaged or defective, please contact us within 48 hours. We will arrange a free return and offer either a replacement or a full refund.
  • Incorrectly Delivered Items: If you received the wrong item, please contact us. We will cover the return shipping costs and promptly send you the correct product.
  • Lost Packages: If your package does not arrive within the expected timeframe, please contact us so we can initiate an investigation with the shipping carrier.

 

Processing times

  • Return period: Returns must be initiated and shipped within 14 days of receipt of the goods.
  • Inspection time: After receipt of the return, the inspection will take place within 7 working days.
  • Refund: Refunds will be issued to the original payment method within 10 business days of verification.

 

Return address

The return address will be provided by our Customer Service, upon returns authorization.
For returns we use our 3PL distribution centre based in China.


Every order returned without authorization cannot be refunded.

 

Customs Duties

Every customs duty on returns, if applicable, will be deducted from the amount refunded to the customer.