Refund policy

Paula & Chlo Shipping, Returns & Exchange Policy

Effective Date: May 29, 2026 (supersedes all prior versions) Last Updated: May 29, 2026

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

Contact Assistance

If you need assistance accessing or understanding any part of this policy, please contact us:

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

1. Shipping Policy

Schedule & Handling

Processing

Most orders ship within 24–48 business hours.

Fulfillment hours are Monday–Friday (excluding federal holidays).

Orders placed by 12:00 PM EST typically begin processing within 48 hr.

Cancellations & Modifications

Due to our rapid fulfillment process, orders generally cannot be canceled or modified once placed. In limited circumstances, cancellation requests submitted within 1 hour of order placement may be accommodated at our sole discretion. Please contact us immediately at 1-248-865-7789 if you need to make a change.

If an order has already shipped, the customer must follow the Return & Exchange Policy below.

Domestic Shipping Rates

Standard Shipping

Free Standard Shipping is offered on contiguous U.S. orders over $100.

Threshold Adjustment

If a return or exchange reduces the net order value below the $100 free shipping threshold, the original shipping fee incurred by Paula & Chlo LLC will be deducted from your final refund.

Expedited Shipping

No Guarantees

Shipped Business Days Only Monday - Friday - Excluding Holidays

Delivered Business Days Only Monday - Friday - Excluding Holidays

Shipping carriers such as UPS and FedEx do not guarantee delivery dates for many services.

Shipping charges are non-refundable if delays occur due to:

  • carrier volume
  • weather
  • mechanical failures
  • other force majeure events

Packaging

Signature gift packaging is generally excluded from expedited shipments. If gift packaging is required for an expedited shipment, please contact our Concierge prior to purchase.

Expedited Shipping Rates

Expedited shipping rates are based on shipping a single item. Orders containing multiple items may require additional shipping charges, and we will contact you if an adjusted expedited shipping rate is needed.

Delivery, Risk of Loss & Insurance

Transfer of Risk

Risk of loss and title for items purchased pass to the customer upon our delivery of the package to the carrier. Paula & Chlo LLC is not responsible for packages marked "Delivered" by the carrier but not received by the customer.

Route Protection

We strongly recommend Route Package Protection at checkout. This service provides protection for lost, stolen, or damaged shipments.

Damaged Deliveries

If your item arrives damaged, contact info@paulaandchlo.com within 48 hours of delivery. 

Please retain all original packaging and provide photographs of the damaged item and packaging when contacting us. Claims submitted without photographic documentation may not be eligible for replacement or refund.

Items must remain unworn, unused, and with all original tags attached.

Refused Shipments

If a shipment is refused or undeliverable, the customer is responsible for:

  • original shipping charges
  • return shipping charges
  • a 15% restocking fee

2. Return Window

To ensure fairness to all customers, we strictly follow these return timelines based on the delivery date.

0–14 Days from Delivery

Eligible for a refund to the original form of payment.

15–30 Days from Delivery

Eligible for Store Credit only.

Beyond 30 Days

Returns received after 30 days will be refused and returned to the sender at the customer’s expense.

3. Eligibility & Condition Criteria

To qualify for a return, the following conditions must be met.

Original Condition

Items must be:

  • new
  • unused
  • unwashed
  • with all original tags attached

Manufacturer Packaging

Protective packaging on zipper pulls, handles, or hardware must remain intact. Removing protective elements renders the item ineligible for return.

Apparel Box Requirement

Returns must be shipped in an apparel box.

Returns sent in plastic mailer bags may be refused because mailer bags do not adequately protect premium goods.

Final Sale Exceptions

For health and hygiene reasons we cannot accept returns on:

  • perfume
  • cosmetics
  • soaps
  • body luxuries
  • items marked Final Sale

Additional Condition Requirements

Returns may be refused if items show signs of:

  • wear
  • washing
  • alteration
  • fragrance or perfume
  • deodorant marks
  • cosmetic residue
  • lint or hair
  • staining or damage

Paula & Chlo reserves the right to deny returns that appear worn, used, altered, or returned in a condition different from how the item was originally shipped.

Returns that do not meet these standards may be returned to the customer at the customer’s expense.

4. How to Initiate a Return

  1. Repackage the item in its original apparel box.
  2. Include a receipt copy or note containing:
    • Name
    • Email
    • Order Number
  3. Indicate whether you prefer:
    • a refund (if within 14 days), or
    • store credit

Ship returns to:
Paula & Chlo
29476 Northwestern Hwy, Suite 596
Southfield, MI 48034
United States

Gift Returns

If you received an item as a gift and wish to return it, please contact us with the gift giver's name and email address so we can locate the order. Gift returns are eligible for store credit only, issued to the recipient.

Ship authorized returns to:

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

Exchanges

Exchanges are processed based on product availability at the time the returned item is received.

Return Processing

Returns are first delivered to our UPS holding facility and then transferred to our warehouse for processing. Once received at our warehouse, returns are typically processed within approximately 5–7 business days.

Once your return is inspected and approved, please allow an additional 3–5 business days for your refund or store credit to be issued. Refunds are processed to the original form of payment. Please allow an additional 7–10 business days for your bank or credit card company to post the refund to your account. Paula & Chlo is not responsible for delays caused by your financial institution.

5. Return Labels & Fees

Return Labels

UPS return labels are available upon request.

A fee starting at $10 (based on weight, destination zip code, and value) will be deducted from your refund.

All UPS return labels issued by Paula & Chlo are tracked and insured.

Customers may also return items using a carrier of their choice.

Shipping Charges

Original shipping charges are non-refundable.

Customers are responsible for return shipping costs unless the return is due to a shipping error or defective merchandise.

For your protection, we recommend using a trackable and insured shipping service, as Paula & Chlo cannot be responsible for return packages lost or damaged in transit.

6. Excessive Return Activity

We monitor return frequency. For purposes of this policy, excessive return activity is defined as returning more than 3 separate orders within any 90-day period.

Customers exhibiting excessive return activity may incur a 20% restocking fee per item and may have future purchasing privileges restricted or revoked. Paula & Chlo reserves the right to make this determination at its sole discretion and will notify the customer prior to applying any restocking fee.

7. International Orders

Final Sale

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

Duties & Taxes

Duties and taxes are 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.

Cancellations

No cancellations are permitted once an order has departed our warehouse.

8. Payment Disputes

If a customer initiates a chargeback or payment dispute for an order that has been delivered or processed according to our policies, Paula & Chlo reserves the right to provide order records, shipping confirmation, and policy documentation to the issuing financial institution to dispute the claim.

9. Fraud Prevention

Paula & Chlo reserves the right to cancel orders, refuse service, or limit purchasing privileges if an order appears fraudulent, abusive, or in violation of our policies.

10. Digital Accessibility Assistance

Last reviewed: May 29, 2026. Paula & Chlo LLC is actively engaged in ongoing accessibility remediation efforts.

Paula & Chlo is committed to digital inclusion and strives to conform to WCAG 2.1 Level AA standards. We also reference WCAG 2.2 as an emerging standard in our ongoing improvements.

If you are using a screen reader or assistive technology and have difficulty with this policy, or if you require this policy in an alternative format (such as large print or oral description), please contact our Boutique Concierge:

Phone: 1-248-865-7789 (Mon–Fri, 9 AM – 5 PM EST)
Email: info@paulaandchlo.com

Reasonable Alternative Access

By using this Site, you acknowledge and agree that our provided phone and email support constitute a reasonable alternative means of access to our policies and store offerings.

 

Additional information about our accessibility practices is available in our Accessibility Statement.

11. 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 that 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.