Shipping policy

Questions or Shipping Assistance

If you have questions about shipping or need assistance with an order, 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.

Order Processing

Most orders are processed and handed to the shipping carrier within 1–3 business days after the order is placed. Orders are processed Monday through Friday, excluding federal holidays. We typically ship domestic orders through UPS.

Processing time is the time required to prepare an order and hand it to the shipping carrier. It does not include the carrier’s delivery time after the order has shipped.

If we cannot ship an order within the stated timeframe, we will notify the customer of the delay and provide the option to agree to a revised shipping date or cancel the unshipped order for a refund, as required by applicable law.

Cancellations and Modifications

Because orders begin processing quickly, we can accommodate a cancellation or modification request only if the order has not been prepared for shipping.

Please contact us as soon as possible at 1-248-865-7789. We cannot guarantee that a request can be accommodated after processing has begun.

Once an order has shipped, eligible merchandise can be returned in accordance with our Returns, Refunds & Exchanges Policy.

Domestic Shipping

Free Standard Shipping

An order qualifies for free standard shipping when all of the following requirements are met:

  • The merchandise subtotal is $100 or more after discounts and before taxes

  • Standard shipping is selected

  • The order is shipped to one address within the contiguous United States

Shipping charges for orders that do not meet these requirements are calculated and displayed at checkout before the order is completed.

Standard Shipping and Estimated Delivery Times

After an order has been processed and handed to the carrier, average UPS Ground transit times are:

  • East Coast: Approximately 2–3 business days

  • West Coast: Approximately 4–6 business days

  • Other destinations within the contiguous United States: Transit time varies by destination

Processing time and carrier transit time are separate. The estimated total delivery period consists of the 1–3-business-day processing period plus the applicable carrier transit time.

Delivery dates and transit times are estimates and are not guaranteed unless the selected carrier service expressly includes a delivery guarantee. Weather, carrier volume, mechanical problems, service interruptions and other circumstances outside our control can affect delivery.

Tracking information will be emailed to the address associated with the order after the order ships.

Expedited Shipping

Expedited shipping options may be available at checkout. The charge is calculated and displayed before the order is completed based on the package’s weight, destination and selected service.

Selecting expedited shipping shortens the carrier’s transit time. It does not eliminate the order-processing period unless Paula & Chlo expressly confirms otherwise.

Expedited orders are processed, shipped and delivered on eligible business days, Monday through Friday, excluding federal holidays. Carrier delivery dates are estimates unless the selected carrier service expressly includes a delivery guarantee.

Signature gift packaging may not be available for expedited orders. Please contact us before placing your order if gift packaging is important to you.

Package Protection and Delivery Issues

Optional Package Protection for Domestic Orders

Route Package Protection is available as an optional purchase at checkout for domestic orders. It provides protection for eligible packages that are lost, stolen or damaged in transit, subject to Route’s terms and conditions.

Route Package Protection is not required for domestic orders. Its cost is displayed at checkout before the order is completed.

Damaged Shipments

If merchandise arrives damaged, please contact us at info@paulaandchlo.com as soon as possible, preferably within 48 hours after delivery.

Please retain the merchandise and all original packaging and provide:

  • Your name and order number

  • A description of the damage

  • Photographs of the merchandise

  • Photographs of the original packaging

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

Additional information about damaged, defective, misdescribed or incorrect merchandise is available in our Returns, Refunds & Exchanges Policy.

Packages Marked Delivered but Not Received

If tracking shows that a package was delivered but you cannot locate it:

  1. Check the delivery area, including entrances, porches, garages, mailrooms and other secure locations.

  2. Ask other members of your household, building or delivery location whether they accepted the package.

  3. Contact the carrier and request delivery information.

If the package remains missing, contact us:

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

If you purchased Route Package Protection, you may also submit an eligible claim through Route, subject to Route’s terms and conditions.

Incorrect or Incomplete Shipping Addresses

Customers are responsible for providing a complete and accurate shipping address.

Please contact us immediately if you discover an address error. We can change an address only if the order has not shipped.

Actual carrier charges caused by an incorrect or incomplete address, including address-correction or redelivery charges, are the customer’s responsibility except where applicable law requires otherwise.

Refused or Undeliverable Domestic Shipments

If a domestic shipment is refused or returned to Paula & Chlo as undeliverable, we will contact the customer after receiving the package.

Any refund for eligible merchandise returned in its original condition will be reduced by:

  • The original shipping cost actually incurred by Paula & Chlo

  • The carrier’s actual return-shipping charge

No restocking fee applies.

This section does not apply when the refusal or delivery failure results from an error by Paula & Chlo, merchandise that was damaged or incorrect, or another circumstance for which applicable law requires a different remedy.

International Shipping

International shipping availability, shipping charges, package-protection charges and estimated delivery information are displayed at checkout based on the order and destination.

An international order cannot be completed unless shipping is available to the selected destination.

International Processing and Delivery

Most international orders are processed within 1–3 business days, Monday through Friday, excluding federal holidays.

International transit times are estimates. Delivery can be affected by carrier operations, customs processing, inspections, local delivery services, weather, service interruptions and other circumstances outside our control.

Tracking information will be emailed after the order ships.

Duties and Taxes

Applicable duties and taxes are calculated and collected at checkout when supported by the international service used for the order.

Duties and taxes are non-refundable except when otherwise required by applicable law or the service through which they were collected.

Customs inspections or processing can delay delivery. Paula & Chlo does not control customs decisions or processing times.

Required Package Protection for International Orders

Route Package Protection is required for international orders. It provides protection for eligible packages that are lost, stolen or damaged in transit, subject to Route’s terms and conditions.

The applicable package-protection charge is displayed at checkout before the order is completed. It is not added after purchase.

Refused or Undeliverable International Shipments

If an international shipment is refused or returned to Paula & Chlo as undeliverable, we will contact the customer after receiving the package.

Any refund for eligible merchandise returned in its original condition will be reduced by:

  • The original international shipping cost actually incurred

  • The carrier’s actual return-shipping charge

  • Any non-refundable duties, taxes, customs charges or brokerage charges assessed in connection with the shipment or its return

No restocking fee applies.

This section does not apply when the refusal or delivery failure results from an error by Paula & Chlo, merchandise that was damaged or incorrect, or another circumstance for which applicable law requires a different remedy.

International Returns

International return eligibility—including buyer’s-remorse returns, merchandise that arrives damaged, defective, misdescribed or incorrect, and statutory cancellation rights for eligible consumers in the European Union, European Economic Area and United Kingdom—is explained in our Returns, Refunds & Exchanges Policy.

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 Shipping Policy is incorporated into our Terms of Use.