Return Policy

We want to make sure that you are completely satisfied with your purchases on this Site. If, for any reason, you are not satisfied with your order, you may return any UNUSED products within twenty (20) days of the date of delivery or, if you have chosen delivery to a point of sale, within twenty (20) days of pick up at the Chloé store. Before sending any products back to us, please make sure that all of the following conditions have been correctly satisfied.
The product you wish to return:

a) can be sent back to us only after you have completed and submitted the online Return Form available on the www.chloe.com Site within twenty (20) days of delivery or, if you have chosen delivery to a point of sale, within twenty (20) days of pick up at the Chloé store; by completing and submitting our online return form you will receive your Return Number, which you must include on your return shipping label;
b) must be unused, unworn, unwashed, in the same condition in which it was received by you and, in any case, compliant with the requirements detailed in the section on Compliance Checks below;
c) must have all disposable seals still attached with the disposable seal that must still be intact;
d) must be returned complete with all of its parts and accessories;
e) must be sent in its original packaging;
f) Alphabet customized products should be returned as a complete set including all of their components;
g) if you would like to return an item from the socks category, please contact us for instructions. It is not possible to return used socks, or socks that no longer have the tag attached;
h) must be shipped back to our fulfillment house within twenty (20) days of the date of delivery or, if you have chosen delivery to a point of sale, within twenty (20) days of pick up at the store;
i) must be sent in one single shipment;
j) products that belong to the same order must be returned to us at the same time and must be shipped from Canada.

If all of these conditions are satisfied, we will refund the value of the returned product(s), Sales Tax included, less any original shipping costs. If you send the package with UPS, return shipping costs charged to the customer will correspond to $5.00. If you prefer you can send the return at your expense, with a courier of your choice. We will not issue any refunds for returns that do not satisfy all of the conditions indicated above; provided, however, that you will have the option to request within thirty (30) days of being notified that you are not entitled to a refund that your merchandise be shipped back to you, at your own cost, in the condition in which it was received by Provider’s fulfillment house.
If you do not request the return of your merchandise within said thirty-day period, you authorise Provider, and any of its affiliates or agents, to dispose of such merchandise as it sees fit.

SALES OF BEAUTY, BEACHWEAR AND UNDERWEAR ARE FINAL. WE RESERVE THE RIGHT TO DESIGNATE ON THE SITE OTHER NON-RETURNABLE MERCHANDISE. ANY SUCH DESIGNATION WILL BE NOTED ON THE DETAIL PAGE OF THE MERCHANDISE WHICH IS NON-RETURNABLE. If you do not wish to wait at home for the courier to arrive, you can go to one of the Chloé points of sale. In this case, you do not need to fill out the online Return Form; simply take the products to the store, together with the original packaging, the order summary and the pre-printed self-adhesive courier label, which you will find in the parcel. The sales assistant will fill out the Return Form, insert the products into the packaging and affix the pre-printed self-adhesive label onto it so that the parcel can be sent to the Provider. The sales assistant will not, under any circumstances, be authorized to exchange the items returned or to accept products that are not accompanied by the relevant packaging and pre-printed self-adhesive label. The sales assistant will merely collect the products and insert them into the packaging, and will not verify the products’ compliance with the terms and conditions set out herein. Therefore, delivery to the sales assistant does not equate to acceptance of the return by the Provider, which shall verify the return’s compliance with the terms and conditions set out herein as soon as it receives the products at its warehouses.

Compliance Checks for returned products
Our products must be returned in a new and unused state, in perfect condition, with all protective materials in place and tags and stickers attached to them (if applicable), including all accessories and documents. We reserve our right not to accept any return if the product shows signs of wear or has been used or altered from its original condition in any way or, as an alternative, may reduce the amount of any applicable refund or exchange accordingly.
For example we may make a reduction in the following circumstances:

  • the product(s) have been used, worn, damaged or washed;
  • the identification tag with the disposable seal is not attached to the product(s) or has not been returned. Please note that identification tag constitutes an integral part of each product; and/or
  • you have not returned any packaging which is an integral part of a product (such as a dust bag).
You will be informed if we propose to reduce your refund for this reason. In this instance, you may (as an alternative to us providing you with a reduced refund) choose to have the products sent back to you at your own expense. Should you refuse this delivery, YOOX NET-A-PORTER GROUP S.p.A. reserves the right to retain the products and the amount indicated for the decrease in refund, due to the decrease in value of the returned products.
You will be notified if the returned products cannot be accepted because they do not comply with the conditions indicated in letters a) and h) of the previous paragraph. In this case, you may choose to have the purchased products redelivered to you at your expense. If you refuse the above delivery, YOOX NET-A-PORTER GROUP S.p.A. reserves the right to retain the products and the amount paid for your purchase of the products.

REFUND POLICY
Refunds are processed within approximately three (3) business days of our receipt of your merchandise. Your refund will be credited back to the same card used to make the original purchase. Your account should be credited within one or two billing cycles from the date of return depending on the refund policy of the Credit /Debit Card used or two months in case of payment made by debit card. Please make sure that the date associated with such credit coincides with the date the original debit was made in order to avoid any interest charges on your account.
WE OFFER NO REFUNDS ON ANY PRODUCTS DESIGNATED ON THIS SITE AS NON-RETURNABLE.

IDENTIFICATION TAG
All of our products come with an identification tag with a disposable seal. Please try your item on before removing the tag and seal, since we do not accept returns once the disposable seal has been removed, broken or damaged in any way. Shoes come with a sticker under the sole; if you remove or alter this sticker, you may no longer return your purchase.

UPS
Your return can be sent to us by UPS, using the pre-printed label which you can find within the original shipment. If you send the package with UPS, return shipping costs charged to the customer will correspond to $5.00. Please visit http://www.ups.com/dropoff?loc=en_CA to find the UPS drop-off location nearest to you. You may also give your package to a UPS driver. If you prefer you can send the return at your expense, with a courier of your choice. We are not responsible for any loss or damage to products if you ship your return without using UPS.

WE OFFER NO EXCHANGES ON MERCHANDISE PURCHASED ON THE www.chloe.com SITE

DISCLAIMER OF WARRANTIES AND LIMITATION OF LIABILITY

PROVIDER MAKES NO REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS TO THE PRODUCTS INCLUDED ON THE SITE NOR AS TO THE MERCHANDISE BEING SOLD TO YOU. TO THE FULLEST EXTENT PERMISSIBLE BY APPLICABLE LAW, PROVIDER DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT, AND THERE ARE NO WARRANTIES, EXPRESS OR IMPLIED, WHICH EXTEND BEYOND THE DESCRIPTION OF THE MERCHANDISE CONTAINED ON OUR ORDER CONFIRMATION. PROVIDER WILL NOT BE LIABLE FOR ANY DAMAGES OF ANY KIND ARISING FROM THE USE OF THE SITE, INCLUDING BUT NOT LIMITED TO DIRECT, INDIRECT, INCIDENTAL, PUNITIVE AND CONSEQUENTIAL DAMAGES.

CERTAIN STATE LAWS DO NOT ALLOW LIMITATIONS ON IMPLIED WARRANTIES OR THE EXCLUSION OR LIMITATION OF CERTAIN DAMAGES. IF THESE LAWS APPLY TO YOU, SOME OR ALL OF THE ABOVE DISCLAIMERS, EXCLUSIONS, OR LIMITATIONS MAY NOT APPLY TO YOU, AND YOU MIGHT HAVE ADDITIONAL RIGHTS.

Force Majeure
Provider shall not be liable for any delay or failure in performance caused by circumstances beyond its reasonable control.

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