Shipping & Return Policy
Paula & Chlo Shipping & Returns Policy
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.
1. Shipping Policy
A. Schedule & Handling
Processing: Most orders ship within 24–48 business hours. Our shipping hours are Monday–Friday (excluding federal holidays). Orders placed by 12:00 PM EST typically begin processing the same 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 our standard Return Policy.
B. Domestic Shipping Rates
Standard Shipping: We offer Free Standard Shipping on contiguous U.S. orders over $100.
Threshold Adjustment: If a return or exchange reduces the net order value below the $100 threshold, the original shipping fee incurred by Paula & Chlo LLC will be deducted from your final refund.
C. Expedited Shipping
No Guarantees: Shipping carriers (UPS/FedEx) do not guarantee arrival dates for many services. Shipping charges are non-refundable if a delay occurs due to carrier volume, weather, mechanical failure, or other Force Majeure events.
Packaging: Signature gift packaging is generally excluded from expedited shipments. If you require gift packaging for an expedited order, please contact our Concierge prior to purchase.
D. Delivery, Risk of Loss & Insurance
Transfer of Risk: Risk of loss and title for items purchased pass to you upon our delivery to the carrier. Paula & Chlo LLC is not responsible for packages marked as “Delivered” by the carrier but not received by the customer.
Route Protection: We strongly recommend Route Package Protection at checkout. This provides a safety net for lost, stolen, or damaged shipments.
Damages: Any items received damaged must be reported to info@paulaandchlo.com within 48 hours of delivery. Items must remain unworn, unused, and with all original tags intact.
Refusals: If a shipment is refused or undeliverable, the customer is responsible for original shipping, return shipping, and a 15% restocking fee.
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 new, unused, and sellable, with all original tags and protective packaging (such as zipper pull covers) intact.
Final Sale Items: Perfume, cosmetics, soaps, body luxuries, and items marked Final Sale are non-returnable.
Protective Packaging Requirement: Returns must be shipped in an apparel box. Items returned in plastic mailer bags or insufficient packaging that arrive crushed or damaged will be rejected or subject to a higher restocking fee at our discretion.
Additional Condition: Items returned showing signs of wear, use, alteration, fragrance, cosmetic residue, soiling, lint, hair, or damage may be refused or returned to the customer at the customer's expense.
C. Return Labels & Fees
UPS return labels are available upon request for a fee starting at $10 (based on weight, zip code, and value), 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) may incur a 20% restocking fee per item and may have future purchasing privileges restricted or revoked.
To maintain fair policies for all customers, Paula & Chlo reserves the right to review and limit returns from accounts exhibiting excessive return patterns or suspected misuse of the return policy.
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 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.
4. 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.
5. 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.