FAQ'S

Frequently Asked Questions

Personal Service | Artisan Style | Boutique Support

1. About Paula & Chlo

Is there a real Paula or Chlo?

Yes. Paula founded the boutique in 2012. Chlo was her beloved Australian Shepherd and our namesake. Today, her sisters Kashmir, Tuula and Sage—our resident “wiggle butts”—carry on her legacy.

Where are you located?

Paula & Chlo is an online boutique based in Southfield, Michigan. We ship throughout the United States and to eligible international destinations.

Our Boutique Concierge is available by phone and email Monday through Friday, 9:00 a.m.–5:00 p.m. ET, excluding federal holidays.

Are your products authentic?

Yes. Paula & Chlo sources merchandise directly from designers and their authorized distributors. Products include the original packaging, tags and documentation supplied by the applicable brand when provided.

Can I place an order over the phone?

Yes. Please call our Boutique Concierge at 1-248-865-7789 for personalized shopping assistance or help placing an order.

2. Shipping and Delivery

How long does order processing take?

Most orders are processed and handed to the shipping carrier within 1–3 business days after the order is placed. Orders are processed Monday through Friday, excluding federal holidays. We typically ship domestic orders through UPS.

Processing time is the time required to prepare an order and hand it to the shipping carrier. It does not include the carrier’s delivery time after the order has shipped.

If we cannot ship an order within the stated timeframe, we will notify the customer of the delay and provide the option to agree to a revised shipping date or cancel the unshipped order for a refund, as required by applicable law.

How long does standard shipping take?

After an order has been processed and handed to the carrier, average UPS Ground transit times are:

  • East Coast: approximately 2–3 business days

  • West Coast: approximately 4–6 business days

  • Other destinations within the contiguous United States: transit time varies by destination

Processing time and carrier transit time are separate. The estimated total delivery period consists of the 1–3-business-day processing period plus the applicable carrier transit time.

Delivery dates and transit times are estimates and are not guaranteed unless the selected carrier service expressly includes a delivery guarantee. Weather, carrier volume, mechanical problems, service interruptions and other circumstances outside our control can affect delivery.

Tracking information will be emailed to the address associated with the order after the order ships.

What are your standard shipping charges?

An order qualifies for free standard shipping when all of the following requirements are met:

  • The merchandise subtotal is $100 or more after discounts and before taxes

  • Standard shipping is selected

  • The order is shipped to one address within the contiguous United States

Shipping charges for orders that do not meet these requirements are calculated and displayed at checkout before the order is completed.

Do you offer expedited shipping?

Expedited shipping options may be available at checkout. The charge is calculated and displayed before the order is completed based on the package’s weight, destination and selected service.

Selecting expedited shipping shortens the carrier’s transit time. It does not eliminate the order-processing period unless Paula & Chlo expressly confirms otherwise.

Expedited orders are processed, shipped and delivered on eligible business days, Monday through Friday, excluding federal holidays. Carrier delivery dates are estimates unless the selected carrier service expressly includes a delivery guarantee.

Signature gift packaging may not be available for expedited orders. Please contact us before placing your order if gift packaging is important to you.

Is package protection required for domestic orders?

No. Route Package Protection is available as an optional purchase at checkout for domestic orders.

It provides protection for eligible packages that are lost, stolen or damaged in transit, subject to Route’s terms and conditions. Its cost is displayed at checkout before the order is completed.

What should I do if my merchandise arrives damaged?

Contact us at info@paulaandchlo.com as soon as possible, preferably within 48 hours after delivery.

Please retain the merchandise and all original packaging and provide:

  • Your name and order number

  • A description of the damage

  • Photographs of the merchandise

  • Photographs of the original packaging

The 48-hour request helps us investigate carrier-related damage promptly. It does not eliminate or shorten any rights or remedies that cannot be limited under applicable law.

What should I do if tracking says my package was delivered but I cannot find it?

Please:

  • Check the delivery area, including entrances, porches, garages, mailrooms and other secure locations

  • Ask other members of your household, building or delivery location whether they accepted the package

  • Contact the carrier and request delivery information

If the package remains missing, contact us:

Phone: 1-248-865-7789
Email: info@paulaandchlo.com

If you purchased Route Package Protection, you may also submit an eligible claim through Route, subject to Route’s terms and conditions.

What happens if I provide an incorrect or incomplete shipping address?

Customers are responsible for providing a complete and accurate shipping address.

Please contact us immediately if you discover an address error. We can change an address only if the order has not shipped.

Actual carrier charges caused by an incorrect or incomplete address, including address-correction or redelivery charges, are the customer’s responsibility except where applicable law requires otherwise.

What happens if a domestic shipment is refused or undeliverable?

If a domestic shipment is refused or returned to Paula & Chlo as undeliverable, we will contact the customer after receiving the package.

Any refund for eligible merchandise returned in its original condition will be reduced by:

  • The original shipping cost actually incurred by Paula & Chlo

  • The carrier’s actual return-shipping charge

No restocking fee applies.

This does not apply when the refusal or delivery failure results from an error by Paula & Chlo, merchandise that was damaged or incorrect, or another circumstance for which applicable law requires a different remedy.

For complete information, please review our Shipping Policy.

3. International Shipping

Do you ship internationally?

Yes. International shipping is available to eligible destinations displayed at checkout.

International shipping charges, package-protection charges and estimated delivery information are displayed at checkout based on the order and destination. An international order cannot be completed unless shipping is available to the selected destination.

How long does international order processing take?

Most international orders are processed within 1–3 business days, Monday through Friday, excluding federal holidays.

International transit times are estimates. Delivery can be affected by carrier operations, customs processing, inspections, local delivery services, weather, service interruptions and other circumstances outside our control.

Tracking information will be emailed after the order ships.

How are international duties and taxes handled?

Applicable duties and taxes are calculated and collected at checkout when supported by the international service used for the order.

Duties and taxes are non-refundable except when otherwise required by applicable law or the service through which they were collected.

Customs inspections or processing can delay delivery. Paula & Chlo does not control customs decisions or processing times.

Is package protection required for international orders?

Yes. Route Package Protection is required for international orders. It provides protection for eligible packages that are lost, stolen or damaged in transit, subject to Route’s terms and conditions.

The applicable package-protection charge is displayed at checkout before the order is completed. It is not added after purchase.

What happens if an international shipment is refused or undeliverable?

If an international shipment is refused or returned to Paula & Chlo as undeliverable, we will contact the customer after receiving the package.

Any refund for eligible merchandise returned in its original condition will be reduced by:

  • The original international shipping cost actually incurred

  • The carrier’s actual return-shipping charge

  • Any non-refundable duties, taxes, customs charges or brokerage charges assessed in connection with the shipment or its return

No restocking fee applies.

This does not apply when the refusal or delivery failure results from an error by Paula & Chlo, merchandise that was damaged or incorrect, or another circumstance for which applicable law requires a different remedy.

Can an international order be returned?

Except where applicable law requires otherwise, international orders delivered outside the European Union, European Economic Area and United Kingdom are final sale for buyer’s-remorse returns, including returns based on:

  • A change of mind

  • Fit or sizing preference

  • Color or style preference

  • Other personal-preference reasons

This restriction does not apply to merchandise that arrives damaged, defective, misdescribed or different from what was ordered, and it does not limit any rights that cannot be waived under applicable law.

Eligible consumers in the European Union, European Economic Area and United Kingdom may have statutory cancellation rights. These rights and the applicable requirements are explained in our Returns, Refunds & Exchanges Policy.

4. Styling and Product Advice

I need help choosing a cashmere color. Can someone help me?

Yes. Our Cashmere Color Expert can help you compare available shades and choose a color based on your preferences and wardrobe.

Please call 1-248-865-7789 for assistance.

What is the difference between the Alashan 100% Cashmere Topper and the Cotton-Blend Topper?

The two toppers offer different fabric experiences:

  • 100% Cashmere Topper: A soft cashmere style that provides warmth with a lightweight feel.

  • Cotton-Blend Topper: A breathable 95% cotton and 5% cashmere blend with a lighter, more structured feel.

The cotton-blend version may be preferred for warmer climates and transitional seasons, while the 100% cashmere version provides greater warmth.

What is Alashan Cashmere?

Alashan Cashmere is a luxury knitwear brand known for products made with fine cashmere. We have carried Alashan Cashmere for many years.

Product materials are stated on each product page because fiber content can vary by style.

Will “one size” merchandise fit me?

Fit depends on the wearer’s measurements, proportions and preferred fit. One-size toppers and kaftans are designed to accommodate a range of body types, but the appearance and length will vary from person to person.

Please review the measurements and fit information on the applicable product page or contact our Boutique Concierge before ordering.

How do I find my size?

Sizing varies by designer and style. Please review the size and fit information on the individual product page.

If you are between sizes or purchasing a designer for the first time, contact us at 1-248-865-7789 or info@paulaandchlo.com.

We can provide product measurements and general fit information, but fit cannot be guaranteed.

5. Domestic Returns and Exchanges

What is your domestic return policy?

The following return windows apply to orders delivered within the United States. The return period is measured from the delivery date shown in the carrier’s tracking information:

  • Within 14 calendar days after delivery: Eligible merchandise can be returned for a refund to the original payment method.

  • 15–30 calendar days after delivery: Eligible merchandise can be returned for online store credit.

  • More than 30 calendar days after delivery: Merchandise is not eligible for return. Merchandise sent to us after the applicable return period will be returned to the customer at the customer’s expense.

What condition must returned merchandise be in?

To be eligible for a domestic return, merchandise must meet all of the following requirements:

  • Unworn, unwashed, unused, unaltered and undamaged

  • All original tags attached

  • Free from fragrance, perfume, deodorant, cosmetics, stains, lint, hair and other signs of wear or use

  • All included accessories present

  • Any protective packaging on zippers, hardware or handles intact

  • Packaged according to the return-packaging requirements

Merchandise that satisfies these requirements will be accepted for the refund or store credit applicable to the return period.

How must I package a return?

Place the merchandise, with all original tags and included accessories intact, in its original apparel box or another protective apparel box.

Place that box inside a sturdy corrugated-cardboard outer shipping box and use sufficient protective material to prevent movement or damage during transit.

Do not use a plastic shipping mailer as the outer return package.

Merchandise that arrives damaged because it was not securely packaged does not satisfy the original-condition requirements for a buyer’s-remorse return.

How much does domestic return shipping cost?

Customers are responsible for return shipping costs unless the return is due to merchandise that arrived damaged, defective, misdescribed or different from what was ordered, or applicable law requires otherwise.

Customers may choose either of the following options:

  • Prepaid UPS label provided by Paula & Chlo: Contact our Boutique Concierge to request a prepaid UPS return label. We will email the label to you. The email will identify the carrier cost that will be deducted from your final refund or store credit. That cost is calculated when the label is generated based on the package’s weight, dimensions, origin and destination. By using the prepaid label, you authorize Paula & Chlo to deduct the stated amount.

  • Customer-purchased label: You may purchase your own trackable return-shipping label from the carrier of your choice and send the return to the address provided in our Returns, Refunds & Exchanges Policy.

If you purchase your own label, please retain the tracking information until the return has been delivered. We strongly recommend using a trackable and insured shipping service.

Are original shipping charges refundable?

Original shipping charges paid by the customer are non-refundable for buyer’s-remorse domestic returns unless otherwise required by applicable law or the return results from merchandise that arrived damaged, defective, misdescribed or different from what was ordered.

How long does return processing take?

After a return is delivered to us, please allow approximately 5–7 business days for us to inspect the merchandise and confirm whether it satisfies the eligibility and condition requirements.

After an eligible return is processed, please allow approximately 3–5 business days for the refund or store credit to be issued.

A refund issued to the original payment method may require an additional 7–10 business days to appear on the customer’s account, depending on the bank or card issuer.

Can I return Final Sale or personal-care merchandise?

For health and hygiene reasons, we do not accept buyer’s-remorse returns of:

  • Perfume

  • Cosmetics

  • Soaps

  • Body-care products

  • Merchandise identified as Final Sale at the time of purchase

These restrictions do not limit any rights or remedies available when merchandise arrives damaged, defective, misdescribed or different from what was ordered.

How do exchanges work?

Exchanges are subject to product availability when the returned merchandise is received and inspected.

If the requested replacement is unavailable, we will issue the refund or store credit for which the return is eligible.

Customers are responsible for return shipping costs associated with a buyer’s-remorse exchange unless the exchange results from merchandise that arrived damaged, defective, misdescribed or different from what was ordered, or applicable law requires otherwise.

How do gift returns work?

If you received merchandise as a gift, please contact us with the gift giver’s name and email address so we can locate the order.

Eligible buyer’s-remorse gift returns are issued as online store credit to the gift recipient. This does not limit any rights that cannot be waived under applicable law.

For complete return information, requirements and international statutory cancellation rights, please review our Returns, Refunds & Exchanges Policy.

6. Gifting and Packaging

Do you offer gift packaging?

Complimentary signature gift packaging is included with eligible merchandise orders.

Signature gift packaging may not be available for expedited orders. Please contact us before placing your order if gift packaging is important to you.

Can I include a gift note?

Yes. You may enter a gift message during checkout. When available, our team will handwrite the message on a gift card included with the order.

7. Payments

What payment methods do you accept?

The payment methods currently available for an order are displayed at checkout. Depending on the customer’s device, browser, location, order and eligibility, available methods may include major credit cards, Shop Pay, PayPal, Afterpay, Apple Pay and Google Pay.

8. Accessibility Support

What if I experience difficulty using the website?

Paula & Chlo LLC is committed to digital inclusion and continues working to improve the accessibility of our website and online services.

If you experience difficulty accessing or understanding information, using a website feature or completing a transaction, please contact our Boutique Concierge. We are here to help and will work with you in good faith to understand the difficulty and determine an appropriate way to provide the requested information or assistance.

Phone: 1-248-865-7789, Monday–Friday, 9:00 a.m.–5:00 p.m. ET, excluding federal holidays
Email: info@paulaandchlo.com

You do not need to identify a disability or provide medical information to request assistance.

Additional information about our ongoing accessibility efforts and available assistance is provided in our Accessibility Statement.

9. Raffaello Rossi Candy Pants

What are Raffaello Rossi Candy Pants?

The Raffaello Rossi Candy Pant is one of our bestselling styles. Made in Europe from stretch fabric, it is designed to provide comfort while maintaining a polished appearance.

Fabric content and product details are provided on the applicable product page because they may vary by style or season.

Do Raffaello Rossi Candy Pants run true to size?

The Candy Pant generally follows European sizing, but fit can vary based on body proportions and preferred fit.

The general size conversion is:

  • European 34 = US 4

  • European 36 = US 6

  • European 38 = US 8

  • European 40 = US 10

  • European 42 = US 12

  • European 44 = US 14

  • European 46 = US 16

If you are between sizes, contact our Boutique Concierge for measurements and fit guidance before ordering. Fit recommendations are informational and cannot guarantee how a garment will fit an individual customer.

What colors are available in the Raffaello Rossi Candy Pant?

Available colors and sizes are displayed on the applicable product page and may change as inventory is sold or new seasonal colors arrive.

If you are looking for a particular color, call 1-248-865-7789 or email info@paulaandchlo.com.

Why are Raffaello Rossi Candy Pants popular?

Customers often select the Candy Pant because of its stretch, comfort, packability and polished appearance. Individual experiences and fit preferences vary.

Where can I purchase Raffaello Rossi Candy Pants?

Paula & Chlo is an authorized Raffaello Rossi retailer based in Southfield, Michigan.

You can shop our current Raffaello Rossi collection at paulaandchlo.com or contact our Boutique Concierge for personalized assistance.

Do you carry other Raffaello Rossi styles?

Yes. In addition to the Candy Pant, we carry a seasonal selection of other Raffaello Rossi styles. Available merchandise is displayed in our current Raffaello Rossi collection.

FAQ Dates

Last Updated: September 1, 2026