Refund and Returns Policy – Clara & Leila Official Site

Clara Leila Luxury Clothing Refund and Returns Policy

At Clara Leila, we are committed to delivering exceptional quality and craftsmanship in every piece of our luxury women’s clothing collection. Our Refund and Returns Policy is designed to ensure your satisfaction while maintaining the integrity of our premium products. Please read the following policy carefully to understand your options for returns, refunds, and exchanges.

1. Eligibility for Refunds and Returns

We proudly stand behind the quality of our products. Refunds and returns are accepted under the following conditions:

1.1 Defective Items

Eligibility: We accept returns for a full refund if the item is defective, damaged, or not as described. A defect includes issues such as faulty stitching, damaged fabric, or manufacturing errors.
Timeframe: You must notify us of the defect within 31 days from the date of delivery.
Process:
1. Contact our customer service team at xia@claraleila.com (mail to: xia@claraleila.com) with your order number, a detailed description of the defect, and clear photographs showing the issue.
2. Our team will review your request within 2-3 business days and, if approved, provide a prepaid return shipping label.
3. Once the defective item is received and inspected at our facility, we will process a full refund to your original payment method within 5-7 business days.
Condition: The item must be unworn, unwashed, and in its original condition, with all tags, labels, and packaging intact.
Free Returns: For defective items, Clara Leila covers all return shipping costs.

1.2 Non-Defective Items

No Refunds for Non-Defective Items: Due to the luxury nature of our products, we do not offer refunds for non-defective items (e.g., change of mind, style preference, or incorrect size selection).
Exception for Incorrect Sizes: If you receive an item in the wrong size or selected an incorrect size, we offer a one-time exchange for the correct size, subject to availability. See Section 2 for details.

2. Size Exchange Policy

We understand that finding the perfect fit is essential. If the clothing item is the wrong size, we are happy to assist with an exchange at no additional cost to you.

2.1 Eligibility for Size Exchanges

Timeframe: You must request an exchange within 31 days from the date of delivery.
Condition: The item must be unworn, unwashed, and in its original condition, with all tags, labels, and packaging intact.
Availability: Exchanges are subject to the availability of the requested size. If the correct size is unavailable, we will contact you to discuss alternative options, such as selecting a different item of equal value or issuing a store credit.

2.2 Exchange Process

Contact Us: Email our customer service team at xia@claraleila.com (mail to: xia@claraleila.com) with your order number, the item details, and the requested size.
Approval: Our team will confirm eligibility and availability within 2-3 business days and provide a prepaid return shipping label.
Return the Item: Package the item securely and ship it back using the provided label.
Shipping the Replacement: Once we receive and inspect the returned item, we will ship the correct size to you at no additional cost. Replacement items are typically shipped within 3-5 business days of receiving the return.

2.3 Limitations

Only one size exchange per item is permitted.
Exchanges are not available for items marked as “Final Sale” or purchased during special promotions, unless defective.
If the replacement size is still unsuitable, further exchanges or refunds will not be offered unless the item is defective.

3. Non-Returnable Items

The following items are non-returnable and non-exchangeable, except in cases of defects:

Final Sale Items: Items explicitly marked as “Final Sale” at the time of purchase.
Personalized or Custom-Made Items: Items tailored or customized to your specifications.
Undergarments and Swimwear: For hygiene reasons, these items cannot be returned or exchanged unless defective and in their original, unopened packaging.
Gift Cards: Gift cards are non-returnable and non-refundable.

4. How to Initiate a Return or Exchange

To ensure a smooth process, please follow these steps:

Contact Customer Service: Email xia@claraleila.com (mailto:xia@claraleila.com) with your order number, the reason for the return or exchange, and any supporting details or photos (for defective items).
Await Approval: Our team will respond within 2-3 business days with instructions and, if applicable, a prepaid return shipping label.
Package the Item: Use the original packaging (or a secure alternative) and include all tags, labels, and accessories. Ensure the item is in its original condition.
Ship the Item: Drop off the package at the designated shipping carrier using the provided label. Retain the tracking number for your records.
Processing: Once we receive and inspect the item, we will process your refund (for defective items) or ship the replacement size (for exchanges) within the timeframes outlined above.

5. Refunds for Defective Items

Refund Method: Refunds are issued to the original payment method used at the time of purchase.
Timing: Refunds are processed within 5-7 business days of receiving and inspecting the defective item. Depending on your bank or payment provider, it may take an additional 3-10 business days for the refund to appear in your account.
Non-Refundable Costs: Original shipping fees (if applicable) are non-refundable, except in cases where the defect is due to an error on our part (e.g., incorrect item shipped).
Currency: Refunds are issued in the currency of the original purchase. Clara Leila is not responsible for fluctuations in exchange rates.

6. International Returns and Exchanges

Defective Items: For international orders, we offer free return shipping for defective items within 31 days, using a prepaid return label provided by our team.
Size Exchanges: We cover the cost of return shipping and replacement shipping for size exchanges on international orders, subject to the same conditions outlined in Section 2.
Customs and Duties: Customers are responsible for any customs, duties, or taxes incurred during the return or exchange process, unless the item is defective due to our error. Refunds for defective items do not include original customs or duty fees.

7. Customer Service Support

We strive to provide exceptional service and resolve any issues promptly. If you have questions, concerns, or need assistance with a return or exchange, please contact our dedicated customer service team:

Email: xia@claraleila.com (mailto:xia@claraleila.com)
Response Time: We aim to respond to all inquiries within 24-48 hours, Monday through Friday, excluding public holidays.
Additional Support: If you encounter any inconveniences, our team is here to assist with personalized solutions to ensure your satisfaction.

8. Additional Terms

Inspection Process: All returned or exchanged items are subject to inspection to ensure they meet the eligibility criteria outlined in this policy. Items that do not meet these criteria (e.g., worn, damaged by the customer, or missing tags) may be returned to you at your expense or refused.
Policy Updates: Clara Leila reserves the right to update or modify this Refund and Returns Policy at any time. The policy in effect at the time of your purchase applies.
Fraud Prevention: We reserve the right to refuse returns or exchanges if we suspect fraudulent activity or abuse of this policy.
Promotional Items: Items purchased as part of a promotion or bundle may have specific return or exchange restrictions, which will be communicated at the time of purchase.

9. Your Satisfaction is Our Priority

At Clara Leila, we are dedicated to crafting luxury clothing that makes you feel confident and elegant. If you encounter any issues with your purchase, we are here to help. Thank you for choosing Clara Leila, and we look forward to serving you.

For any further assistance, please reach out to xia@claraleila.com (mail to: xia@claraleila.com).

Last Updated: June 29, 2025