Canceling order before delivery
You may cancel any order free of charge and without giving us any reason, provided it has not yet been shipped. We begin processing orders placed at our online store almost immediately. If you wish to cancel your order, please check the status of your order first by visiting the Order status link on the Website. If the status of your order is "Pending" or "On Hold" you may cancel your order by contacting our call centre (see Order status section of the Website). Our consumer service agents will request a cancellation of your order at our warehouse. If successful, they will send you an email and the cancellation will be free of charge. If cancellation is not possible, the product(s) will be delivered to you and may be returned in accordance with the procedure set out below.
Returning orders after delivery – defectives
You are entitled to return products delivered to you in the event that they are defective or otherwise not in conformity with your order when you received them. You can do so within 14 days after you notice the defect. This does not affect your statutory rights. In the event your claim is justified, the purchase price and the shipping costs will be refunded. For practical information on how to return, see the Returns section of the Website.
Exercising your right of withdrawal
If for whatever reason you are not happy with the products you ordered, you may return the products delivered to you within 14 calendar days after the product is delivered, without giving us any reason, as long as:
- the products are unopened and not used in any way;
- the product is complete and you return in or together with the original packaging, foils etc..
- the product is not tampered with or otherwise changed.
For information on refunds, see art 6.5 below. For practical information on how to return, see the Returns section of the Website. If you inform us that you wish to return a product, we shall reimburse to you all payments received (with the exception of any supplementary costs resulting from your choice of delivery other than the least expensive type of standard delivery offered by us) and in any event not later than 14 days from the day on which we are informed about your decision to exercise your right of withdrawal.
Product exchanges are currently not possible, but you do have the option of returning your product(s). See art 6.2 and 6.3 above. For information on refunds, see art 6.5 below. In order to get another product, you will have to place a new order on the Website.
Refunds will be issued within 14 days after receipt by Cloé Maria Exclusives of the returned product, based on the original form of payment. If you paid via bank transfer you need to give this information to Customer Service when you initiate the return so that we can refund the money directly to your account. In the event you return goods for reasons other than defectiveness or non-conformity with your order, you will need to pay for the return shipment. For practical information on how to return and for refund timelines, see the Returns section of the Website. Please read the help section information and follow the directions carefully in order to prevent unnecessary delay. If you paid with Maestro and did not fill in the 'issue number' or 'start date' field during checkout, we will not be able to process your return and/or grant you a refund.
Risk of return shipment
If you return a product under art. 6.2 – 6.5 you are responsible for shipping the product to our distribution centre. In case we do not receive the product, we are in no way liable for loss of the product. The burden of proof that a product is delivered to us is on you or the company used for shipping.