Refund and Return Policy

We accept returns and refunds only under specific circumstances to ensure the integrity of our luxury products. Returns and refunds are permitted within 31 days of the original purchase date solely for items that arrive defective or damaged upon receipt. Examples of eligible defects or damages include, but are not limited to:

• Manufacturing flaws (e.g., faulty stitching, material defects, or incorrect assembly).
• Damage incurred during shipping (e.g., tears, stains, or breakage that occurred in transit).

We do not accept returns or issue refunds if you are simply not satisfied with your purchase, such as for reasons related to fit, style preference, color variation due to screen display differences, or change of mind. All sales are final for non-defective items.If you are not satisfied with your purchase for any reason other than defects or damage, we encourage you to contact our customer service team at xia@claraleila.com to provide feedback. Your input helps us improve our products and services, but it will not qualify you for a return or refund. Important Notes on Eligibility:

• Items must be returned in their original condition, unworn, unwashed, with all original tags, labels, and packaging intact.
• Personalized or custom-made items are non-returnable and non-refundable.
• Returns must include proof of purchase (e.g., order confirmation email or receipt).
• We reserve the right to deny a return or refund if the item shows signs of wear, misuse, or if it does not meet the eligibility criteria upon inspection.

2. Return Process

To initiate a return for an eligible defective or damaged item:

1. Contact Customer Support: Email our team at xia@claraleila.com within 31 days of your purchase date. Provide your order number, a detailed description of the defect or damage, and supporting photos if possible. Our team will review your request and provide approval along with return instructions, including a prepaid shipping label if applicable.
2. Ship the Item Back: Once approved, package the item securely in its original packaging and ship it to the address provided by our support team. Use the prepaid shipping label we provide to ensure tracking and coverage.
3. Inspection at Warehouse: Upon receipt at our warehouse, the item will be inspected for eligibility. This process typically takes 3-5 business days from the date we receive the shipment.

We recommend retaining your shipping receipt and tracking number until the return is fully processed. Timeline: The entire return process, from initiation to inspection, should be completed within the 31-day window from the original purchase date. Late returns will not be accepted.

If your return is approved after inspection:

• We will process the refund within 2-3 business days of completing the inspection.
• Refunds will be issued to the original payment method used for the purchase (e.g., credit card).
• The refunded amount will include the full purchase price of the item, plus any applicable taxes (if the return is due to defect or damage).
• Funds should appear in your account within 5-10 business days after processing, depending on your bank, credit card issuer, or payment provider’s policies. Please contact your financial institution if you do not see the refund within this timeframe.

Exclusions from Refunds:

• Any duties, customs fees, or international shipping costs for returns from outside our primary shipping regions.

If a refund is denied (e.g., due to ineligibility), we will notify you via email and return the item to you at your expense.

As a benefit for our First Class Membership holders, we offer a one-time exchange for size-related issues under the following conditions:

• The exchange must be requested within 14 days of the date of purchase.
• It is limited to cases where you ordered the wrong size.
• We will exchange the item for the same product in the correct size you desire, subject to availability.
• This is a one-time perk per membership and per order.

Exchange Process:

1. Contact our customer support team at xia@claraleila.com with your order details, the reason for the exchange (wrong size), and the desired new size.
2. Upon approval, we will provide a prepaid return shipping label.
3. Ship the item back in its original, unworn condition with all tags and packaging.
4. Once received and inspected (typically 3-5 business days), we will ship the replacement item to you at no additional cost.

If the desired size is unavailable, we will issue a refund instead, following the standard refund process outlined above. Exchanges do not extend to other reasons, such as style changes or defects (which fall under the general return policy). Customers without a First Class membership are not eligible for exchanges; all sales are final except for defective/damaged items as described in Section 1.

For eligible returns and exchanges:

• We cover the return shipping fees by providing a prepaid label.
• For exchanges (First Class Members only), we also cover the shipping fees for sending the replacement item.

International customers: Please note that you may be responsible for any customs duties or import fees on returns or exchanges. We recommend checking local regulations before initiating a return.

For all return, refund, exchange, or dissatisfaction inquiries, please contact our customer support team:

• Email: xia@claraleila.com
• Response Time: We aim to respond within 1-2 business days.

If you have questions about this policy or need assistance, do not hesitate to reach out. Our team is here to help ensure your experience with Clara & Leila is exceptional.

7. Additional Terms

• This policy does not affect your statutory rights under applicable consumer protection laws.
• In the event of a conflict between this policy and any promotional terms, the promotional terms will prevail.
• Clara & Leila is not responsible for items lost or damaged during return shipping if not using our provided prepaid label.
• We may require additional documentation (e.g., photos or videos) to verify claims of defects or damage.

Thank you for choosing Clara & Leila. We appreciate your understanding and adherence to this policy, which helps us maintain the quality and exclusivity of our luxury collections. If you have any further questions, please contact us at xia@claraleila.com