Shipping & Return Policy

At Paula & Chlo, we strive to provide the highest level of customer satisfaction. If you have any concerns or issues with your purchase, please contact us, and we will do our best to resolve them. Please take note of the following instructions and guidelines.

Returns:

You have 14 days from the date of delivery to return your item(s) to our warehouse for a form of payment refund. Once your return is beyond the 14 day return period, you have a total of 30 days from the date of your delivery for a store credit. Please see below for the steps to initiate a return and the conditions that must be met for an item to be eligible for return.

To initiate a return, please follow these steps:

Place the item you wish to return back into its original packaging.
Include either a copy of the emailed receipt or a separate sheet with your name, email address, and order number.
Indicate your preferred course of action: refund or replacement. If you want a replacement, please specify the desired item.
Ship the package to the following address:

Paula & Chlo

29155 Northwestern Hwy Suite 596

Southfield, MI 48034

Please note that returns sent in mailer bags will not be accepted and will be returned to you. Ensure that your package is received within the specified timeframe mentioned below; failure to comply may result in the package being returned to you.

Return Eligibility:

For an item to be eligible for a return, it must meet the following criteria:

The merchandise must be in new, unused, and original condition. The product(s) will be inspected upon receipt.
The merchandise must have all the original tags attached and packaging, including the plastic bag and any boxes provided in the original shipment.
Please do not remove manufacturer's packaging on zipper pulls, handles, shoulder straps, and hardware covering. Removing packaging or tags will result in the item being ineligible for return.

Please ensure that the item is returned in the same packaging it was received in. Items will not be accepted if returned in a bag or mailer bag; they must be returned in an apparel box for the return to be accepted.

Please note that we do not accept returns on Perfume, Cosmetics, Soaps, or Body Luxuries.

Return Label Request:

If you prefer to have us provide a UPS return label, please get in touch with us by calling 1-248-865-7789 or emailing us at info@paulaandchlo.com. Please note that there will be a charge for the return label, ranging from $10 and up, depending on your zip code and package weight. Once we receive your request, we will email you the UPS return label. Kindly print the label, securely tape it onto the box, and take the package to your nearest UPS office.

Returns received after the 30-day return deadline will be returned to the sender at the sender's expense. Credit will not be issued for return shipping charges. Postage due or COD returns will not be accepted and will be shipped back at the sender's expense.

Refunds:

Once we receive your return and approve the condition of the item, we will issue a refund to your original method of payment. Please note that we can only issue refunds on the original payment method. Returns are normally processed within 5-10 business days after arriving at our fulfillment center. Credits usually take 7-10 business days to appear on your credit card statement.

For items that are returned beyond the 14-day window from the time your package was delivered, we have a specific process in place. Once the returned items have been inspected and accepted, we will issue a store credit as a form of refund. This store credit can be redeemed by contacting us via phone, and we will assist you in applying the credit towards your next purchase.

We value your continued support and strive to provide a seamless experience even in such situations. Feel free to contact us should you have any further inquiries or require assistance.

Shipping

We ship Monday thru Friday excluding holidays. We offer FREE standard shipping within the 48 contiguous United States over $100.00. A shipping fee will be added to sales under $100.00. You also have the option of 2nd Business Day or Next Business Day shipping. 2-DAY and Next Day are delivered Monday thru Friday excluding holidays. We do not offer Saturday or Sunday delivery. In the case of acts of God, adverse weather conditions, mechanical difficulties or delays caused by high volume holiday carrier delays we must defer to our carrier's posted guarantee and thus a package delivery delay will not be refunded. Delays such as this are out of our control and the carrier will not refund the fee, therefore, we cannot refund the fee. The expedited shipping will only be delivered on business days - Monday - Friday excluding holidays. Orders for 2nd Business Day or Next Business Day placed after 12:00 pm EST will be shipped the following business day. UPS is no longer guaranteeing expedited, next day and 2nd day services, therefore there are no refunds for any delay with these services. We offer shipping in Alaska and Hawaii - once your order is received we will contact you if there is an additional charge.

Expedited Shipping

Please be advised that expedited shipping options are available for orders placed before 12:00 pm EST on business days (Monday - Friday). Orders for 2 Day which is 2 Business Days or Next Day which is the Next Business Day that are placed after 12:00 pm EST on Thursday will be shipped the following business day and will be delivered the business day after that. Please note that while we prioritize the expedited processing of orders, we cannot guarantee your order will ship the same day.

Expedited shipping may experience delays due to factors beyond our control or UPS's control, including but not limited to unforeseen events such as weather or equipment delays. As of March 2020, UPS no longer guarantees certain expedited services. Therefore, shipping charges are non-refundable, even if the shipment does not arrive on the expected date.

If your order qualifies for free shipping because the order is over the $100.00 requirement and you then return items that result in your purchase going under the minimum free shipping required amount, the shipping charge will then be taken out of your refund.

If you purchase an item at a discount and decide to return it, you are responsible for the return shipping. You can of course ship it back via USPS, UPS or FEDEX. We can email you a shipping label. If we email you a shipping label you will be responsible for the return shipping fee. If you decide to exchange an item that was purchased on sale, you will be charged for shipping back to you.

Shipping Schedule:

Domestic packages are generally dispatched within 24 to 48 hours after receipt of payment on business days if the order is received by noon EDT (M-F, excluding Holidays), and are shipped via USPS and UPS. Your package will have a tracking number. We will email you that tracking number and your item's estimated date of arrival. Your package will be dropped off without a signature unless you request a signature required at delivery or if your package requires it because of the contents value. If a package is delivered with no signature required and there is no one to receive it, it is left up to the driver's discretion whether or not the package will be left. We will let you know if a signature is required when we send you your tracking number.

If we are shipping to a P.O Box, that may extend your shipping time by a few days. We generally do not ship via the US Postal system. We are happy to accommodate you, but it may cause a slight delay.

International shipping - generally ships within a 3 to 5 days of receipt of payment on business days M-F excluding Holidays.

Please contact us for special delivery requests.

Shipping Fees:

Shipping fees may include handling and packing fees as well as postage costs. Transport fees vary according to total weight, size and value of the shipment and location of delivery. In the event you return your purchase, shipping charges are not refundable.

Packages shipped via Next Day or Second Day expedited service are shipped without our signature packaging, due to the increased weight and shipping box size. If you wish to include signature packaging you must email us before your purchase and we can estimate the up-charge, we do not mark up shipping, we only charge our costs incurred.

Expedited shipping is not always a guaranteed service. Since COVID March 2020, the UPS is not longer guaranteeing some expedited services. We cannot refund shipping charges even if the shipment does not arrive on the expected date if UPS is not qualifying it for a refund.

Cancellations:

We take pride in shipping orders quickly, and many orders are shipped within hours of receiving them. Therefore, we cannot change or cancel an order once it has entered the shipping process. Once the order is out of our possession we cannot cancel your order. Once you receive your order, you may then return the order if you wish. If you refuse your package, you will be charged the appropriate shipping costs.

Non-Deliverable Return Shipments / Refused Shipments

If your order is shipped via UPS or USPS and several delivery attempts are made to deliver your package, delivery is not accepted, and for whatever reason, your package is returned to Paula & Chlo, you will incur the associated costs of that return. There will be the initial delivery cost, the return delivery cost and a 15 % re-stocking fee. Every attempt to accommodate your delivery needs will be made within the guidelines and policies of the delivery company. In the event your package is returned, we have no choice but to charge you for the incurring costs.

If a package goes missing due to an incorrect address provided by you, we cannot be held responsible for the missing package.

Damaged Goods:

If your items arrive damaged, please contact us immediately (within 48 hours of delivery) to allow us the opportunity to investigate the issue. If damaged goods are to be returned for credit, they must be unworn and unwashed, with the original tags attached, and returned to us within 14 days.

Lost or Delayed Packages:

In the event that your package is lost or significantly delayed during transit, please contact us immediately. We will work with the shipping carrier to resolve the issue and ensure that you receive your order as soon as possible. However, please note that we cannot be held responsible for delays caused by circumstances beyond our control, such as weather conditions, UPS delays or customs procedures.

If the tracking information for your package indicates that it has been delivered but you have not received it, please first check with your neighbors or local postal service. Sometimes packages are left with a neighbor or in a secure location. If you are unable to locate the package, please contact us, and we will assist you in filing a claim with the shipping carrier. Once the package is delivered and that is confirmed by UPS, we have no recourse.

Exchanges:

If you wish to exchange an item for a different size, color, or style, please follow the return process outlined above.

Final Sale Items:

Certain items may be marked as "final sale" or "non-returnable" on our website. These items are not eligible for returns or exchanges unless they are received in a damaged or defective condition. Please review the product description carefully before making a purchase.

Final sale– Items listed as Final Sale - are a Final Sale! Returns, Exchanges, Price Adjustments, or cancellations will not be permitted. No exceptions! items may not be returned.

Route Shipping Insurance is optional but suggested. It is not a refundable charge.

INTERNATIONAL SHIPPING

We ship Internationally to most areas outside of the EU. Shipping rates are displayed at the time of checkout. If your order exceeds our weight or value limitations - (perhaps you purchased multiple items), there may be an additional shipping charge. If this is the case, we will contact you for your approval. If your shipping destination is not listed, please feel free to email us for a shipping quote. Email us at info@paulaandchlo.com . International customers are responsible for customs, duties, taxes, brokerage fees and any other charges that may incur on all purchases. We reserve the right not to ship to certain areas.

International orders are shipped without our signature packaging, due to the increased weight and shipping box size. Our international rates are computed by the item weight only, with minimal box size. If you wish for signature packaging you must email us before your purchase and we can estimate the up-charge.

Our shipping times will vary depending on Customs. We cannot control the length of time Customs may hold a package. Accordingly, shipping times are not certain because of possible Customs delays. Customs delays are totally out of our control. Once your package leaves the US postal system our access is limited and we can only update you when the postal system updates us. Generally, we do not have extended delays, but it does happen on occasion.

Route Shipping insurance is mandatory for all international shipments. Our company does not provide insurance coverage for items during transit. Customers are required to purchase Route Shipping insurance at their own expense. Failure to purchase Route Shipping insurance will result in the cancellation of the order.

International orders are non-returnable and are a final sale.

In adherence to our store policy on international shipments, it is imperative to note that once an order has departed our warehouse, it is deemed non-returnable. Regrettably, we are unable to intervene or cancel the shipment during transit. This policy extends to a final sale status, underlining the substantial time and cost investments associated with potential returns, encompassing taxes and customs procedures. We appreciate your understanding of these stipulations as they contribute to the streamlined efficiency of our international shipping process. If your order is refused and not accepted, you will be charged for all shipping fees that may be incurred and 30% restocking fee.

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