Shipping & Return Policy

Paula & Chlo | Shipping, Returns & Terms Addendum

Last Updated: February 12, 2026

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

1. Shipping Policy

A. Schedule & Handling

  • Processing: Most orders ship within 24–48 business hours if placed by 12:00 PM EST, Monday–Friday (excluding holidays).

  • Cancellations: Once an order enters the shipping process, it cannot be canceled or modified. If already shipped, the customer must follow the standard Return Policy.

B. Domestic Shipping Rates

  • Standard: Free standard shipping is provided for contiguous U.S. orders over $100.

  • Threshold Adjustment: If a return reduces the net order value below $100, the original shipping fee will be deducted from your refund.

C. Expedited Shipping

  • No Guarantees: Carriers (UPS/FedEx) do not guarantee arrival dates for expedited services. Shipping charges are non-refundable if a delay occurs due to carrier issues, weather, or mechanical failure.

  • Packaging: Signature gift packaging is generally excluded from expedited shipments due to weight limits. Please contact us prior to ordering if this is required.

D. Lost, Damaged, or Refused Shipments

  • Damages: Must be reported within 48 hours of delivery. Items must remain unworn with tags intact.

  • Refused Packages: If a shipment is refused or undeliverable, the customer is responsible for original shipping, return shipping, and a 15% restocking fee.

  • Route Insurance: We strongly recommend Route Package Protection. Paula & Chlo is not responsible for packages marked as "Delivered" by the carrier but not received by the customer.

2. Returns & Exchanges

A. The Return Window

  • 0–14 Days from Delivery: Eligible for a refund to the original payment method.

  • 15–30 Days from Delivery: Eligible for Store Credit only.

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

B. Eligibility & Condition

To receive a refund, items must be in new, unused, and sellable condition with all original tags and protective packaging (e.g., zipper pull covers) intact.

  • Final Sale Items: Perfume, cosmetics, soaps, body luxuries, and items marked "Final Sale" cannot be returned or exchanged.

  • Protective Packaging Requirement: Returns must be shipped in an apparel box. Items returned in mailer bags that arrive crushed or damaged will be rejected or subject to a higher restocking fee.

C. Return Labels & Fees

  • UPS labels are available upon request for a fee starting at $10, which is deducted from your refund.

  • Original shipping charges are non-refundable.

D. Excessive Return Activity

We monitor return frequency. Customers exhibiting excessive, abusive, or irregular return behavior (as determined by Paula & Chlo) will be subject to a 20% restocking fee per item and may have future purchasing privileges revoked.

3. International Orders

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

  • Duties/Taxes: Collected at checkout via Shopify Markets Pro. Paula & Chlo is not responsible for additional customs delays.

  • Insurance: Route Shipping Insurance is mandatory. Orders without insurance will be canceled.

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

4. Digital Accessibility (ADA) Statement

Paula & Chlo is committed to digital accessibility and strives to conform to WCAG 2.1 Level AA standards.

Need Assistance? If you are using a screen reader or assistive technology and encounter any difficulty navigating our website, or if you simply prefer to order via phone, we provide Full-Service Concierge Shopping:

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

  • Email: info@paulaandchlo.com

Our team is trained to assist you in placing orders, describing products, and navigating our policies to ensure an equitable experience for all customers.

5. Complimentary Treat & Allergen Disclaimer

As a courtesy, we may include complimentary treats in your package. These are produced by third-party vendors and 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.

  • Recommendation: If you have any dietary restrictions or allergies, please discard the treat immediately. Paula & Chlo LLC assumes no liability for adverse reactions.