Rayne Necklace

Paula & Chlo Shipping, Returns & Exchange Policy

Effective Date: January 1, 2012

Last Updated: March 6, 2026

By placing an order on this Site, you agree to the following policies. This document is incorporated into our main Terms of Use.

Contact Assistance

If you need assistance accessing or understanding any part of this policy, please contact us:

Phone: 1-248-865-7789

Email: info@paulaandchlo.com

1. Shipping Policy

Schedule & Handling

Processing

Most orders ship within 24–48 business hours.

Fulfillment hours are Monday–Friday (excluding federal holidays).

Orders placed by 12:00 PM EST typically begin processing the same business day.

Cancellations & Modifications

To ensure fast delivery, orders enter our fulfillment process immediately.

Once an order is placed, it cannot be canceled or modified.

If an order has already shipped, the customer must follow the Return & Exchange Policy below.

Domestic Shipping Rates

Standard Shipping

Free Standard Shipping is offered on contiguous U.S. orders over $100.

Threshold Adjustment

If a return or exchange reduces the net order value below the $100 free shipping threshold, the original shipping fee incurred by Paula & Chlo LLC will be deducted from your final refund.

Expedited Shipping

No Guarantees

Shipping carriers such as UPS and FedEx do not guarantee delivery dates for many services.

Shipping charges are non-refundable if delays occur due to:

• carrier volume
• weather
• mechanical failures
• other force majeure events

Packaging

Signature gift packaging is generally excluded from expedited shipments.

If gift packaging is required for an expedited shipment, please contact our Concierge prior to purchase.

Delivery, Risk of Loss & Insurance

Transfer of Risk

Risk of loss and title for items purchased pass to the customer upon our delivery of the package to the carrier.

Paula & Chlo LLC is not responsible for packages marked "Delivered" by the carrier but not received by the customer.

Route Protection

We strongly recommend Route Package Protection at checkout.

This service provides protection for lost, stolen, or damaged shipments.

Damaged Deliveries

If your item arrives damaged, contact info@paulaandchlo.com within 48 hours of delivery.

Items must remain unworn, unused, and with all original tags attached.

Refused Shipments

If a shipment is refused or undeliverable, the customer is responsible for:

• original shipping charges
• return shipping charges
• a 15% restocking fee

2. Return Window

To ensure fairness to all customers, we strictly follow these return timelines based on the delivery date.

0–14 Days from Delivery

Eligible for a refund to the original form of payment.

15–30 Days from Delivery

Eligible for Store Credit only.

Beyond 30 Days

Returns received after 30 days will be refused and returned to the sender at the customer's expense.

3. Eligibility & Condition Criteria

To qualify for a return, the following conditions must be met.

Original Condition

Items must be:

• new
• unused
• unwashed
• with all original tags attached

Manufacturer Packaging

Protective packaging on zipper pulls, handles, or hardware must remain intact.

Removing protective elements renders the item ineligible for return.

Apparel Box Requirement

Returns must be shipped in an apparel box.

Returns sent in plastic mailer bags may be refused because mailer bags do not adequately protect premium goods.

Final Sale Exceptions

For health and hygiene reasons we cannot accept returns on:

• perfume
• cosmetics
• soaps
• body luxuries
• items marked Final Sale

Additional Condition Requirements

Returns may be refused if items show signs of:

• wear
• washing
• alteration
• fragrance or perfume
• deodorant marks
• cosmetic residue
• lint or hair
• staining or damage

Paula & Chlo reserves the right to deny returns that appear worn, used, altered, or returned in a condition different from how the item was originally shipped.

Returns that do not meet these standards may be returned to the customer at the customer's expense.

4. How to Initiate a Return

1. Repackage the item in its original apparel box.
2. Include a receipt copy or note containing:
   
   Name
   Email
   Order Number
   
   
3. Indicate whether you prefer:
   
   a refund (if within 14 days), or
   store credit
   
   

Ship returns to:

Paula & Chlo

29476 Northwestern Hwy, Suite 596

Southfield, MI 48034

United States

Exchanges

Exchanges are processed based on product availability at the time the returned item is received.

5. Return Labels & Fees

Return Labels

UPS return labels are available upon request.

A fee starting at $10 (based on weight, destination zip code, and value) will be deducted from your refund.

All UPS return labels issued by Paula & Chlo are tracked and insured.

Customers may also return items using a carrier of their choice.

Shipping Charges

Original shipping charges are non-refundable.

Customers are responsible for return shipping costs unless the return is due to a shipping error or defective merchandise.

For your protection, we recommend using a trackable and insured shipping service, as Paula & Chlo cannot be responsible for return packages lost or damaged in transit.

6. Return Processing

Returns are first delivered to our UPS holding facility and then transferred to our warehouse for processing. Once a return arrives at our warehouse, it is generally reviewed and processed within approximately 5–7 business days, although processing times may vary.

7. Excessive Return Activity

We monitor return frequency.

Customers exhibiting repeated, excessive, or irregular return activity may incur a 20% restocking fee per item and may have future purchasing privileges restricted or revoked.

Paula & Chlo reserves the right to review and limit returns from accounts exhibiting excessive return patterns or suspected misuse of the return policy.

8. International Orders

Final Sale

All international orders are Final Sale. No returns or exchanges.

Duties & Taxes

Duties and taxes are collected at checkout via Shopify Markets Pro. Paula & Chlo is not responsible for customs delays.

Insurance

Route Shipping Insurance is mandatory for international transit.

Refusals

If an international package is refused, the customer is responsible for all shipping costs and a 30% restocking fee.

Cancellations

No cancellations are permitted once an order has departed our warehouse.

9. Payment Disputes

If a customer initiates a chargeback or payment dispute for an order that has been delivered or processed according to our policies, Paula & Chlo reserves the right to provide order records, shipping confirmation, and policy documentation to the issuing financial institution to dispute the claim.

10. Fraud Prevention

Paula & Chlo reserves the right to cancel orders, refuse service, or limit purchasing privileges if an order appears fraudulent, abusive, or in violation of our policies.

11. Digital Accessibility Assistance

Paula & Chlo strives to provide a website experience that is accessible to the broadest possible audience. Our accessibility practices are guided by the Web Content Accessibility Guidelines (WCAG) 2.1 Level AA, which serve as a widely recognized framework for improving digital accessibility.

If you are using a screen reader or assistive technology and encounter difficulty accessing this policy or any part of our website, we encourage you to contact us so we can assist you and work toward an appropriate solution.

Phone: 1-248-865-7789 (Mon–Fri, 9 AM – 5 PM EST)

Email: info@paulaandchlo.com

Additional information about our accessibility practices is available in our Accessibility Statement.

12. Complimentary Treat & Allergen Disclaimer

As a courtesy, we may include complimentary treats in your package. These may contain milk, soy, wheat, gluten, peanuts, tree nuts, or eggs.

Assumption of Risk

By purchasing from us, you acknowledge these treats are consumed at your own risk.

Liability

Paula & Chlo LLC assumes no liability for adverse reactions. If you have allergies, please discard the treat immediately.