Our purpose is to guarantee your full satisfaction. If, for any reason whatsoever, you are not satisfied with your order, you may exercise your right to return purchased products within thirty (30) days from the date on which you received them from www.chloe.com. Returned items must be shipped back to the Vendor within thirty (30) days from the date the package was delivered to you. The products may be returned by dispatching the package through a shipping agent of your choice. It is necessary to complete the Return Form available on the web site in the Client Relations area, in order for us to provide you with a Return Number. It is not possible to return an item in exchange for another.
For Qatar only, we recommend you to use the courier DHL (www.dhl.com) for returning products. If you use DHL and the pre-printed label – which carries the return address – enclosed in the original order, you will not have to pay the return costs upfront. The Vendor will pay the courier on your behalf and will deduct from your refund a fee equal to the cost incurred for delivering the purchased products to your home.
Contact DHL to organise a return. The possibility of tracking each package sent at any time using this shipping method relieves you from any responsibility for loss or damage to the products during transit. If you decide to return products using a courier other than DHL, you will have to pay the return shipping costs upfront and you will be responsible for any loss or damage to the products during transit. In this event, you will also be refunded an amount equal to the standard shipping cost of the purchased products although you will not be refunded for any additional costs incurred due to choosing another kind of shipment and delivery that is different to or faster than the standard method.
Terms and Conditions of Return
The right to return products shall be deemed correctly exercised once the following conditions have been fully met:
a) the online Return Form must be correctly completed and submitted to the Vendor within thirty (30) days from the date of your receipt thereof;
b) the products have not been used, worn, washed, modified or damaged and, in any case, compliant with the requirements detailed in the section on Compliance Checks below;
c) the identification tag is still attached to the products with the disposable seal;
d) the products are returned in their original packaging;
e) Alphabet customized products should be returned as a complete set including all of their components;
f) 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;
g) the Vendor must receive the goods within thirty (30) days from the date the package was delivered to you.
h) it is not possible to send an exchange request for one or more products that were purchased using a promotional code.
If you have fulfilled all requirements set forth above, the Vendor shall refund the entire price for the returned purchased products. Any duties, taxes and fees you have paid for the delivery of the purchased products shall not be refunded. You will be notified if the returned products cannot be accepted. In this case, you may choose to have the products delivered to you at no expense to the Vendor. If you refuse the above delivery, the Vendor reserves the right to retain the products and the amount paid for your purchase of the products.
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 g) 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 Times and Procedures
After the Vendor has received the returned products and checked that the products meet all requirements, you will receive an email that the returned products have been accepted. Whatever the form of payment you used (Credit/Debit Card, PayPal where available), the refund procedure will start within 30 days from when the Vendor was informed of your decision to exercise your right to return the purchased products and once the Vendor has checked that the return was carried out in compliance with the above conditions.
The time period for refunding the amount you paid for purchasing the returned products depends on the payment type used:
- purchase by Credit/Debit Card: refund time will depend on the credit card company’s policies. We would like to assure you, however, that the value date for the credit will coincide with the date of the original payment; therefore you will not suffer any interest loss;
- payment by PayPal: refunds will be credited to your PayPal account and will be visible immediately. The actual reimbursement to the credit/debit card associated with your PayPal account depends on the company that issued the card.
All products sold by the Vendor include an identification tag with a disposable seal. Please try on the products without removing the tag and seal. Returned products without the tag or seal will not be accepted.