Shipping & Return Policy

Paula & Chlo 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 review the following guidelines carefully.

RETURNS

Return Window:

  • You have 14 days from the date of delivery to return your item(s) for a refund to your original form of payment.

  • After 14 days, you have up to 30 days from the date of delivery to return your item(s) for store credit only.

Return Process:
To initiate a return:

  1. Repackage the item in its original packaging.

  2. Include a copy of your emailed receipt or a note with your name, email address, and order number.

  3. Specify whether you are requesting a refund or replacement. If a replacement, please include the item details.

  4. Ship to:

    Paula & Chlo
    29476 Northwestern Hwy Suite 596
    Southfield, MI 48034

Important Notes:

  • Do not send returns in mailer bags. Items must be returned in an apparel box to be accepted.

  • Late returns beyond the 30-day window will be returned to sender at your expense.

  • COD or postage-due returns are not accepted.

Return Eligibility:

  • Items must be in new, unused condition, with original tags and packaging.

  • Items with removed protective packaging (e.g., from zipper pulls or handles) are ineligible for return.

  • The following items are final sale and non-returnable: perfume, cosmetics, soaps, and body luxuries.

Return Label Requests:

  • We can provide a UPS return label upon request. Contact us by phone at 1-248-865-7789 or email info@paulaandchlo.com.

  • A return label fee (starting at $10) will be deducted from your refund.

Refunds & Store Credit:

  • Refunds are processed within 5–10 business days after receipt and inspection of your item(s).

  • Store credits are issued for returns after 14 days and can be redeemed by contacting us directly.

  • Refunds are issued only to the original payment method.

SHIPPING POLICY

Shipping Schedule:

  • We ship Monday through Friday, excluding holidays.

  • Most orders ship within 24–48 business hours if placed by 12:00 pm EST.

  • Orders placed after 12:00 pm EST or on weekends/holidays will ship the next business day.

Standard Shipping:

  • We offer free standard shipping within the contiguous U.S. for orders over $100.

  • A shipping fee applies to orders under $100.

Expedited Shipping:

  • Second Business Day and Next Business Day shipping are available for weekday delivery.

  • Orders must be placed before 12:00 pm EST.

  • UPS no longer guarantees expedited services. Shipping charges are non-refundable if delayed.

  • Signature packaging is not included in expedited shipments due to weight limits.

  • Contact us prior to placing your order if you wish to include gift packaging with expedited delivery.

Special Notes:

  • Shipping charges are non-refundable if items are returned.

  • If you return items from a free-shipping order and the new total falls below $100, the original shipping fee will be deducted from your refund.

  • Discounted or sale items returned are subject to return shipping fees. Exchanges for sale items will incur additional shipping charges.

Non-Deliverable/Refused Shipments:

  • If your package is undeliverable or refused, you will be charged for:

    • The original shipping

    • Return shipping

    • A 15% restocking fee

Lost or Delayed Packages:

  • We are not responsible for delays due to weather, mechanical issues, or carrier-related problems.

  • If tracking shows delivery but you did not receive the package, check nearby locations and contact us for assistance in filing a carrier claim.

Cancellations:

  • Orders cannot be canceled or changed once they have entered the shipping process.

  • If shipped, the order must be returned under our return policy guidelines.

Damaged Goods:

  • Report damages within 48 hours of delivery.

  • Items must be returned unworn, unwashed, and with original tags within 14 days to be eligible for refund or exchange.

EXCHANGES

To exchange an item (size, color, or style):

  • Follow the standard return process.

  • Contact us to initiate a new order for the replacement item.

FINAL SALE ITEMS

Items marked as Final Sale are not eligible for returns, exchanges, price adjustments, or cancellations. No exceptions will be made.

ROUTE SHIPPING INSURANCE

Route package protection is optional but strongly recommended for domestic orders. It is mandatory for international shipments. It is not a refundable fee.

INTERNATIONAL SHIPPING

We ship internationally to most destinations outside of the EU.

Duties & Taxes:

  • We use Shopify Markets Pro to calculate and collect all duties and taxes at checkout, ensuring no surprise fees upon delivery.

  • Rates are based on weight, item value, and destination.

Shipping & Packaging:

  • International orders ship within 3–5 business days.

  • Orders are sent without signature packaging unless requested and approved in advance.

  • Email us prior to ordering if you would like an estimate for signature packaging.

Shipping Times & Customs:

  • Shipping times vary by destination and are not guaranteed due to potential Customs delays.

  • We cannot intervene once the package leaves the U.S.

Final Sale:

  • All international orders are final sale and non-returnable.

  • Orders cannot be canceled once shipped.

  • If refused or undeliverable, you will be charged for all shipping fees and a 30% restocking fee.

Insurance Requirement:

  • Route shipping insurance is required for all international orders.

  • If not purchased, the order will be canceled.

WEBSITE ACCESSIBILITY

We are committed to ensuring digital accessibility for all. Our website is designed to meet WCAG accessibility standards. If you experience difficulty using our site or need assistance, please contact us at info@paulaandchlo.com or 1-248-865-7789.

FOOD & ALLERGEN DISCLAIMER

As part of our signature packaging, we occasionally include complimentary treats (e.g., chocolates, cookies, caramels). These items are produced by third-party vendors and may contain allergens such as:

  • Milk, soy, wheat, gluten, peanuts, tree nuts, eggs

We cannot guarantee allergen-free or cross-contamination-free environments. If you or your recipient has allergies, please discard the treat. Paula & Chlo is not liable for any allergic reaction or health issue resulting from the consumption of these treats.

LEGAL NOTICE

By placing an order on our website, you agree to all terms and conditions outlined in this Shipping & Return Policy and Addendum. Policies are subject to change without notice. The most current version will always be available on our website.