At Clara & Leila, we pour our heart and soul into every garment, crafting pieces that celebrate timeless elegance and effortless style. Your satisfaction is our top priority, and we want you to feel confident in every purchase. That’s why we’ve outlined a clear, transparent return and refund policy below. This policy ensures fairness while protecting the quality and integrity of our designs. Please take a moment to review it before shopping—it’s designed with you in mind.
Effective Date: This policy takes effect on September 15, 2024, and supersedes any prior versions. We may update it from time to time to reflect changes in our operations or legal requirements. The most current version will always be available on our website.
This policy applies to all orders placed through our official online store (claraleila.com).
1. What Qualifies for a Return or Refund?
We believe in quality craftsmanship, but we understand that things don’t always go perfectly. Returns and refunds are strictly limited to the following eligible reason only for dresses, coats, and tops:
- Defective Items: If the garment arrives with a manufacturing defect, such as broken seams, faulty hardware (e.g., zippers or buttons), discoloration, or material flaws that weren’t present during production. Minor cosmetic variations due to the handmade nature of our pieces (e.g., slight thread pulls from natural fabrics) do not qualify as defects.
Key Exclusions—No Returns or Refunds For:- Change of mind, buyer’s remorse, or if the item simply doesn’t suit your style, color preference, or personal fit expectations.
- Items that have been worn, washed, altered, dry-cleaned, or show any signs of use (e.g., perfume scents, makeup stains, or pet hair).
- Accessories, bags, shoes, or any non-clothing items.
- Final sale, clearance, or promotional items marked as “non-returnable” on the product page.
- Hygiene-sensitive items like lingerie, swimwear, or hosiery (returns only for defects, and must be unworn with tags intact).
If your return doesn’t meet these criteria, we reserve the right to reject it and return the item to you at your expense. We encourage you to review size charts and product descriptions carefully before purchasing to avoid disappointment.
2. Time Limit for Requests
You have a 14 calendar days starting from the delivery date (as shown in your shipping confirmation email or tracking details) to notify us of an issue and initiate a return. This window allows time for unboxing, inspection, and trying on the item at home.- What Counts as “Initiating”? Sending an email to our customer service team with your claim (see Section 3 for details).
- Late Requests: Claims submitted after 14 days will not be honored, even for defects or wrong sizes. Act promptly—we’re here to help!
For your records, save your delivery confirmation and take timestamped photos of any issues right away.
3. Step-by-Step Return Process
We make returning eligible items hassle-free. Follow these simple steps:- Contact Us Immediately:
- Email our customer service team at xia@claraleila.com (mail to: xia@claraleila.com) within the 14-day window.
- In your email, include:
- Your full name and order number (from your purchase confirmation).
- A detailed description of the issue (e.g., “Defective stitching on the hem of the navy wool coat, ordered size L”).
- Clear, high-quality photos or videos showing the defect or size discrepancy (front, back, and close-ups).
- We’ll acknowledge your email within 24-48 hours (business days) and provide a decision.
- Receive Your Return Authorization:
- If approved, we’ll issue a Return Merchandise Authorization (RMA) number via email.
- This RMA is valid for 30 days from issuance—use it or lose it!
- Pack and Ship the Item:
- Fold the garment neatly and place it in its original packaging (or a protective box/poly mailer to avoid damage in transit).
- Include all original tags, labels, and any included accessories (e.g., care instructions).
- Write the RMA number clearly on the outside of the package.
- Do not send additional items—only the qualifying garment(s).
- Ship It Back:
- We’ll provide a prepaid return shipping label via email (see Section 4 for shipping details).
- Print the label, affix it to your package, and drop it off at the nearest carrier location (e.g., USPS, UPS, or FedEx).
- Retain your shipping receipt and tracking number—we recommend insured/tracked shipping for peace of mind.
Upon receipt at our warehouse (usually 5-10 business days after you ship), our team will inspect the item. If everything checks out, we’ll proceed with your refund. We’ll notify you via email once processed.
4. Who Pays for Shipping?
We’re committed to making returns easy on you for eligible claims:- Return Shipping: We cover 100% of the cost to ship the item back to us. No need to worry about labels or fees—just use the one we provide.
- International Returns: The same applies globally, though transit times may be longer (2-4 weeks). We’ll use affordable carriers like DHL or local postal services based on your location.
What We Don’t Cover in Refunds:- Original Shipping Fees: Any costs you paid for us to ship the item to you (standard, express, or expedited).
- Customs, Duties, and Import Fees: These government-imposed charges (e.g., VAT, tariffs) from your initial delivery are non-refundable. If applicable on return, you may incur minor re-import fees, but we’ll guide you through it.
- Any Other Shipping-Related Costs: Such as insurance upgrades or any other shipping related fees that we had to pay to deliver your package.
In short: You get your garment back to us for free (if eligible), but shipping deductions keep our business sustainable.
5. Refunds and Exchanges
Once your return is verified:- Refund Amount: You’ll receive a refund for the item’s purchase price only (excluding all shipping, customs, duties or taxes). For example, if your dress cost $2500 and the shipping cost to deliver your package was $500, you’d get $2000 back.
- Processing Timeline: Refunds are issued within 3-5 business days of inspection. It may take an additional 2-7 business days for your bank/credit card to post the credit.
- Method: Back to your original payment method (e.g., Visa, PayPal).
- Partial Orders: Only eligible items qualify; the rest of your order remains as purchased.
We don’t offer cash refunds, price adjustments on past orders, or refunds for “lost in mail” claims without proof.
6. Our Commitment to You- Customer Support: Questions? We’re responsive and friendly. Email xia@claraleila.com (mail to: xia@claraleila.com) anytime.
- Dispute Resolution: If there’s an issue, we’ll work it out.
7. Final Notes
By shopping with Clara & Leila, you agree to these terms. We reserve the right to limit returns, refuse service to repeat abusers, or update this policy (with notice via email or site). Our goal? To build lasting relationships with customers who cherish our designs as much as we do.
Thank you for being part of the Clara & Leila family. If a piece doesn’t sparkle for you under our policy, let’s find one that does—reach out anytime.
Warmly,
The Clara & Leila Team
