Refund policy

Questions or Return Assistance

If you have questions about a return, refund or exchange, please contact Paula & Chlo:

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

Nothing in this policy limits any rights or remedies that cannot be limited or excluded under applicable law.

Domestic Return Windows

The following return windows apply to orders delivered within the United States. The return period is measured from the delivery date shown in the carrier’s tracking information.

  • Within 14 calendar days after delivery: Eligible merchandise can be returned for a refund to the original payment method.

  • 15–30 calendar days after delivery: Eligible merchandise can be returned for online store credit.

  • More than 30 calendar days after delivery: Merchandise is not eligible for return. Merchandise sent to us after the applicable return period will be returned to the customer at the customer’s expense.

Domestic Return Eligibility Requirements

To be eligible for a domestic return, merchandise must meet all of the following requirements:

  • Unworn, unwashed, unused, unaltered and undamaged

  • All original tags attached

  • Free from fragrance, perfume, deodorant, cosmetics, stains, lint, hair and other signs of wear or use

  • All included accessories present

  • Any protective packaging on zippers, hardware or handles intact

  • Packaged according to the return-packaging requirements below

Merchandise that satisfies these requirements will be accepted for the refund or store credit applicable to the return period.

Merchandise that does not satisfy these requirements is not eligible for a refund, store credit or exchange. If a returned item does not meet the requirements, we will contact the customer and provide photographs identifying the unmet condition. The customer will be responsible for the cost of having the merchandise shipped back, except where applicable law requires otherwise.

The separate statutory cancellation rules described below apply to eligible consumers in the European Union, European Economic Area and United Kingdom.

Return-Packaging Requirements

Place the merchandise, with all original tags and included accessories intact, in its original apparel box or another protective apparel box. Place that box inside a sturdy corrugated-cardboard outer shipping box and use sufficient protective material to prevent movement or damage during transit.

Do not use a plastic shipping mailer as the outer return package.

Merchandise that arrives damaged because it was not securely packaged does not satisfy the original-condition requirements for a buyer’s-remorse return.

Final Sale and Nonreturnable Merchandise

For health and hygiene reasons, we do not accept buyer’s-remorse returns of:

  • Perfume

  • Cosmetics

  • Soaps

  • Body-care products

  • Merchandise identified as Final Sale at the time of purchase

These restrictions do not limit any rights or remedies available when merchandise arrives damaged, defective, misdescribed or different from what was ordered.

For eligible consumers in the European Union, European Economic Area or United Kingdom, statutory exceptions for sealed health or hygiene merchandise apply only when the legal requirements for the exception are satisfied.

How to Initiate a Domestic Return

  1. Confirm that the merchandise is within the applicable return period and satisfies the eligibility requirements stated above.

  2. Repackage the merchandise according to the return-packaging requirements.

  3. Include a copy of the receipt or a note containing your name, email address and order number.

  4. Indicate whether you are requesting a refund, if the return is within 14 calendar days after delivery, or online store credit.

  5. Choose one of the return-shipping options described below.

  6. Ship the return to the address provided below.

Domestic Return Address

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

Before returning merchandise from outside the United States, please contact us for instructions. International customers should not send a return without first receiving authorization and return instructions from Paula & Chlo.

Domestic Return Shipping Costs

Customers are responsible for return shipping costs unless the return is due to merchandise that arrived damaged, defective, misdescribed or different from what was ordered, or applicable law requires otherwise.

Return Shipping Options

Customers may choose either of the following options:

  • Prepaid UPS label provided by Paula & Chlo: Contact our Boutique Concierge to request a prepaid UPS return label. We will email the label to you. The email will identify the carrier cost that will be deducted from your final refund or store credit. That cost is calculated when the label is generated based on the package’s weight, dimensions, origin and destination. By using the prepaid label, you authorize Paula & Chlo to deduct the stated amount.

  • Customer-purchased label: You may purchase your own trackable return-shipping label from the carrier of your choice and send the return to the address provided in this policy.

If you purchase your own label, please retain the tracking information until the return has been delivered. We strongly recommend using a trackable and insured shipping service.

Paula & Chlo is not responsible for customer return shipments that are lost or damaged before delivery to us, except to the extent responsibility cannot be excluded under applicable law.

Original Shipping Costs

Original shipping charges paid by the customer are non-refundable for buyer’s-remorse domestic returns unless otherwise required by applicable law or the return results from merchandise that arrived damaged, defective, misdescribed or different from what was ordered.

Additional information is available in our Shipping Policy.

Return Inspection and Processing

After a return is delivered to us, please allow approximately 5–7 business days for us to inspect the merchandise and confirm whether it satisfies the eligibility and condition requirements stated in this policy.

After an eligible return is processed, please allow approximately 3–5 business days for the refund or store credit to be issued.

A refund issued to the original payment method may require an additional 7–10 business days to appear on the customer’s account, depending on the bank or card issuer.

Different refund deadlines apply when required by applicable law, including the statutory cancellation rules for eligible consumers in the European Union, European Economic Area and United Kingdom described below.

Exchanges

Exchanges are subject to product availability when the returned merchandise is received and inspected.

If the requested replacement is unavailable, we will issue the refund or store credit for which the return is eligible.

Customers are responsible for return shipping costs associated with a buyer’s-remorse exchange unless the exchange results from merchandise that arrived damaged, defective, misdescribed or different from what was ordered, or applicable law requires otherwise.

Gift Returns

If you received merchandise as a gift, please contact us with the gift giver’s name and email address so we can locate the order.

Eligible buyer’s-remorse gift returns are issued as online store credit to the gift recipient. This does not limit any rights that cannot be waived under applicable law.

Damaged, Defective, Misdescribed or Incorrect Merchandise

If merchandise arrives damaged, defective, misdescribed or different from what you ordered, please contact us at info@paulaandchlo.com as soon as possible, preferably within 48 hours after delivery.

Please provide:

  • Your name and order number

  • A description of the problem

  • Photographs of the merchandise

  • Photographs of the original packaging if the merchandise was damaged in transit

Please retain the merchandise and original packaging while we review the issue.

The 48-hour request helps us investigate the problem promptly. It does not eliminate or shorten any rights or remedies that cannot be limited under applicable law.

After verifying that merchandise arrived damaged, defective, misdescribed or different from what was ordered, we will provide an appropriate remedy, which may include a replacement, repair or refund, at our cost and as required by applicable law.

International Orders Outside the European Union, European Economic Area and United Kingdom

Buyer’s-Remorse International Returns

Except where applicable law requires otherwise, international orders delivered outside the European Union, European Economic Area and United Kingdom are final sale for buyer’s-remorse returns, including returns based on:

  • A change of mind

  • Fit or sizing preference

  • Color or style preference

  • Other personal-preference reasons

This restriction does not apply to merchandise that arrives damaged, defective, misdescribed or different from what was ordered, and it does not limit any rights that cannot be waived under applicable law.

Damaged, Defective, Misdescribed or Incorrect International Orders

If an international order arrives damaged, defective, misdescribed or different from what you ordered, please contact us at info@paulaandchlo.com as soon as possible, preferably within 48 hours after delivery.

Please provide your name, order number, a description of the issue and photographs of the merchandise and packaging. Please retain the merchandise and original packaging while we review the issue.

The 48-hour request helps us investigate the problem promptly. It does not eliminate or shorten any rights or remedies that cannot be limited under applicable law.

After verifying that an international order arrived damaged, defective, misdescribed or different from what was ordered, we will provide an appropriate remedy, which may include a replacement, repair or refund, at our cost and as required by applicable law.

International shipping, package protection, duties, taxes and refused-shipment terms are explained in our Shipping Policy.

European Union, European Economic Area and United Kingdom Cancellation Rights

This section applies when mandatory consumer law in the European Union, European Economic Area or United Kingdom grants you a right to cancel a distance-sale contract. These statutory rights apply in addition to any other rights that cannot be waived under applicable law.

Fourteen-Day Cancellation Period

You generally have the right to cancel an eligible purchase without giving a reason within 14 days after the day on which you, or a person designated by you other than the carrier, receives the merchandise.

For an order containing multiple items delivered separately, the cancellation period generally begins when you or your designated recipient receives the last item.

To exercise the right to cancel, you must send us a clear statement of your decision before the cancellation period expires.

You may contact us by:

Email: info@paulaandchlo.com
Phone: 1-248-865-7789
Mail: Paula & Chlo, 29476 Northwestern Hwy, Suite 596, Southfield, MI 48034, United States

You may use the Model Cancellation Form provided below, but its use is not required.

Returning Merchandise After Cancellation

After notifying us that you are cancelling, you must return the merchandise without undue delay and no later than 14 days after the day on which you notified us of the cancellation.

Please contact us before shipping the merchandise so we can provide appropriate international return instructions.

Unless we agree otherwise or applicable law requires us to pay, you are responsible for the direct cost of returning merchandise following a change-of-mind cancellation. We recommend using a trackable and insured shipping service.

You are responsible only for any diminished value resulting from handling the merchandise beyond what is necessary to establish its nature, characteristics and functioning, as permitted by applicable law.

Refunds Following Cancellation

When a valid statutory cancellation applies, we will refund the payments required by applicable law, including the cost of the least expensive standard-delivery option we offered for the order.

If you selected a more expensive delivery method, we are not required to refund the additional cost above our least expensive standard-delivery option, except where applicable law provides otherwise.

We will issue the refund without undue delay and within 14 days after the day on which we receive your cancellation notice, unless a different deadline is required by applicable law.

When permitted by applicable law, we may withhold the refund until we receive the returned merchandise or you provide evidence that you sent it back, whichever occurs first.

Refunds will ordinarily be made to the original payment method unless you expressly agree to another method. You will not be charged a fee for the refund.

Exceptions to the Right to Cancel

The statutory right to cancel may not apply to certain merchandise, including, where permitted by applicable law:

  • Merchandise made to the customer’s specifications or clearly personalized

  • Sealed merchandise that is not suitable for return for health-protection or hygiene reasons after the seal has been broken

  • Merchandise that is inseparably mixed with other items after delivery

  • Other merchandise or transactions excluded from the statutory cancellation right by applicable law

A Final Sale designation does not override a statutory cancellation right unless a valid legal exception applies.

Faulty or Nonconforming Merchandise

The cancellation right described above is separate from your legal rights when merchandise is faulty, damaged, misdescribed, not of satisfactory quality or otherwise does not conform to the contract.

Nothing in this policy limits those rights or shortens any legally required guarantee, conformity or remedy period.

Model Cancellation Form

Complete and return this form only if you wish to cancel an eligible purchase:

To: Paula & Chlo, 29476 Northwestern Hwy, Suite 596, Southfield, MI 48034, United States
Email: info@paulaandchlo.com

I hereby give notice that I cancel my contract for the sale of the following merchandise:

Merchandise:
Order number:
Ordered on:
Received on:
Customer’s name:
Customer’s address:
Customer’s signature, if this form is submitted on paper:
Date:

Digital Accessibility Assistance

Paula & Chlo LLC is committed to digital inclusion and continues working to improve the accessibility of our website and online services.

If you experience difficulty accessing or understanding this policy, using a website feature or completing a transaction, please contact our Boutique Concierge. We are here to help and will work with you in good faith to understand the difficulty and determine an appropriate way to provide the requested information or assistance.

Phone: 1-248-865-7789, Monday–Friday, 9:00 a.m.–5:00 p.m. ET, excluding federal holidays
Email: info@paulaandchlo.com

You do not need to identify a disability or provide medical information to request assistance.

Additional information about our ongoing accessibility efforts and available assistance is provided in our Accessibility Statement.

Policy Dates

Effective Date: September 1, 2026
Last Updated: September 1, 2026

This Returns, Refunds & Exchanges Policy is incorporated into our Terms of Use.