Refund policy

Return & Exchange Policy

At Clara & Evelyn, we strive for absolute excellence. If your purchase does not meet your expectations, please review our procedures for returns and exchanges below.

Return Conditions

To maintain our standards of quality, the following conditions apply to all returns:

  • Eligibility: A return request can only be submitted after the order has been physically received.
  • Costs: Return shipping costs, including international shipping and any potential customs duties, are the sole responsibility of the customer.
  • Customs: We are not responsible for additional customs charges for transport to our return address. If a return package is blocked, refused, or lost at customs, a refund cannot be issued.
  • Condition: Items must be unused, unwashed, undamaged, and in their original state with all labels and tags attached. Trying on an item is permitted; wearing it is not.
  • Policy Note: Ordering multiple sizes with the intent of partial return is not accepted.

The Return Process

To ensure your return is processed correctly, please follow these steps:

  1. Request: Email your return request to support@clara-evelyn.com within 30 days of receipt.
  2. Details: Please include your order number, reason for return, and clear photos of the items (showing they are unworn, with tags and original packaging).
  3. Address: Upon approval, you will receive the address for our central warehouse (located in Asia).
  4. Shipment: Return the product at your own expense. A valid Track & Trace number is mandatory.
  5. Notification: Email your tracking number to us immediately after shipping. Returns without a valid tracking number will not be accepted.

Refunds

Once your return is received at the designated address and the condition is approved, the purchase amount will be refunded within 14 days via your original payment method.

Responsibility & Accuracy

  • Delivery: We are not responsible for lost packages if the tracking indicates delivery to the address provided.
  • Address Errors: The customer is responsible for providing correct address details. Errors must be reported within 24 hours of placing the order.

Exchange Policy

  • One-Time Exchange: You may exchange your order once within 30 days of receipt.
  • Process: For an exchange, the customer pays only the shipping costs for the new item. You may keep the original item; it does not need to be returned.
  • Finality: Replacement items cannot be returned or exchanged a second time.

Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item:

  1. Contact us within 7 days at support@clara-evelyn.com.
  2. Include clear photos/videos of the issue and your order number.
  3. Resolution: After review, we will organize a complimentary replacement. Please note we offer replacements only; full refunds are not available for these instances.

Missing Items

If an item is missing from your shipment, contact us within 7 days. We will arrange a complimentary reshipment of the missing piece. We offer reshipment only; no refunds will be issued for missing items.

Contact

For any inquiries regarding your order or our policies:

  • Email: support@clara-evelyn.com
  • Concierge Hours: Monday – Friday, 09:00 – 17:00 (EST)

We aim to respond to all inquiries within 1 to 2 business days.