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 from the date of delivery or, if you have chosen delivery to a point of sale, from the date 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 US 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 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 and 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 the United States.
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 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.
Refunds are processed within approximately three (3) business days of our receipt of your merchandise. Your refund will be credited back to the same payment method used to make the original purchase on the US Site. If you paid by credit card, refund times will depend on the credit or debit card company’s policies. Be aware that the refund date for the credit will coincide with the date of the original payment, therefore you will not be charged any interest fees. If you paid by PayPal (where available), refunds will be credited to your PayPal account and will be visible immediately. The date of reimbursement to the credit card associated with your PayPal account depends on the company that issued the card. WE OFFER NO REFUNDS ON ANY PRODUCTS DESIGNATED ON THIS SITE AS NON-RETURNABLE.
In certain circumstances detailed below, you shall be entitled to exchange your product for a different size or colour of the same product type provided they are of equivalent value.
Exchanges are subject to product availability at our warehouse. You can request an exchange using the online Return Form on the website, which allows you to exchange your purchased product using the options available. The request for an exchange of the product is subject to the following conditions:
• product exchange shall only apply to purchased products for which this possibility is expressly specified on the online Return Form on our website by means of the word "EXCHANGE” being indicated;
• you may only request the replacement of one or more purchased products with products of the same type, but in a different size and/or colour. The available replacement options will be indicated in the online Return Form;
• you may request to exchange one or more purchased products within and not later than 14 (fourteen) calendar days of the day you receive the products, by filling in the Return Form online within such deadline. You must return the products to be replaced to the Vendor within 14 (fourteen) calendar days of the day you notified the Vendor of your decision to exchange the products;
• you may only submit a single replacement request for each product purchased;
• the product(s) for which you request the replacement must be returned to the Vendor with all packaging which is an integral part of the product(s) (such as a dust bag), they must not have been used, worn, washed, modified or damaged, and they must still have their identification tag attached with the disposable seal;
• the products to be exchanged that are part of a single order must be returned to the Vendor in a single shipment. The Vendor reserves the right to refuse products of the same order that are shipped for replacement in different stages.
• it is not possible to send an exchange request for one or more products that were purchased using a promotional code.
If all the above conditions are correctly fulfilled, once you have filled in and transmitted the Return Form containing your request for an exchange, the Vendor will acknowledge your request by email.
After receiving the product(s) to be exchanged, the Vendor will inspect the product(s) to check that all the above conditions have been fulfilled. If so, the Vendor will verify the actual availability of the replacement products in its warehouses of the product(s) to ensure that the size and/or colour you have selected are available.
If the selected replacement product(s) are not available in the warehouse, the Vendor will not be able to accept your request for an exchange and will refund you for the product(s) subject to and in accordance with refund times and procedures above.
If the selected product(s) are available in the warehouse, the Vendor will accept your request for an exchange and will send you an e-mail confirming the shipment of the replacement product(s). Shipment will occur within thirty (30) working days of the date from which the Vendor was made aware of your request for exchange. The costs for shipping the replacement product(s) shall be borne by the Vendor.
However, if you choose to return the exchanged product in accordance with your legal rights, you will receive a full refund for the price paid for the product.
You will be contacted by the Vendor if your request for an exchange cannot be accepted because the above conditions have not been met. If so, the Vendor will contact you to ask whether you wish the product(s) to be returned to you at your expense. If you do not wish to have the product(s) returned to you, the Vendor shall retain the product(s) and the amount paid for the purchase of the product(s).
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.
Your return can be sent to us by UPS, using the pre-printed label which you can find within the original shipment. Please visit http://www.ups.com/dropoff?loc=en_US to find the UPS drop-off location nearest to you. 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.
DISCLAIMER OF WARRANTIES AND LIMITATION OF LIABILITY
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.
Provider shall not be liable for any delay or failure in performance caused by circumstances beyond its reasonable control.