Frequently Asked Questions
What is the return policy?
We accept returns of full priced unwashed and unworn merchandise with tags attached (where available) within 14 days of receiving the order. Return shipping costs are the customer’s responsibility.
We take care in making sure that all our packages are securely packed before being sent. In the event that a defective, damaged or incorrect product arrives, please contact us via firstname.lastname@example.org within 24 hours of receiving. We will attempt to negotiate a repair from the designer where it is possible. In cases where it is not possible we will arrange a return and/or exchange though we will only cover return costs if it is not possible to repair the item locally to the customer. We will not cover duties in these cases.
Given the hand-made nature and often delicate fabrication of many of our pieces, please be aware that a certain level of leeway should be taken into account with these items and extra caution should be taken in caring for these products, and this will be taken into consideration when negotiating faulty returns. A Claudia Le Encanta reserves the right to refuse a faulty refund if they have reason to believe the damage took place at the hands of the customer.
If you have any doubts about how to care for your product please contact email@example.com and we will endeavour to respond as quickly as possible.
If you change your mind during the 14-day period, we offer the following options:
- Exchange it for another product of the same amount. (shipping cost must be covered)
- Exchange it for another product of greater amount and pay the difference via TransferWise.
- Exchange it for a cheaper product and we will refund the difference to your account. (shipping cost must be covered)
- Full refund of the items. (remember that the refund will never include the shipping costs.)
If you have trouble finding suitable packaging, we suggest using the original box / bag that your order came in. If the items are received in poor conditions, we won’t be able to carry out the return as requested.
Once a return is approved, the value of the purchase will be refunded by the same method you made the original payment.
Until we receive an item in our studio, it remains the customer’s responsibility and no payments will be made until the item is back with us therefore it is important that you choose a trustworthy shipping method. We will not cover duties in the case of returns therefore it is very important on international returns to select duties paid for by sender or alternatively we will cover the cost and deduct this from your refund.
Note this refund policy does not apply to Made-to-Order items. All Made-to-Order items are final sales and cannot be returned or exchanged, except in exceptional circumstances such as faults/damages etc.
How to start a return/ refund
Send an email request for the return to firstname.lastname@example.org no later than 15 days from the date you received the product, letting us know the order number and reason for the return.
The items should be packaged:
A) In their original condition, together with any accessories included in the original package, and may not be used, cleaned or damaged in any way.
B) With all original labels and packaging.
C) Contact an authorised courier service or local post office and send the parcel to this address:
A Claudia Le Encanta
20B Clarence Road
If you have requested a refund, it will be processed as soon as we receive the order back in our studio in perfect condition.
What is the shipping policy?
A Claudia Le Encanta agrees to ship the products. We will not be responsible for errors in delivery where the delivery address is wrong, has been omitted or customer changes during its transit.
The maximum delivery time is thirty (30) days, as established by law. However, the usual delivery time for standard shipping is 2-3 working days in the UK and 7 days in Europe and 2-5 working days for the rest of the world counting from the day user receives the dispatch notification.
These times are average and therefore only an estimate. Delivery times may vary due to logistics or other unforeseen circumstances. The order will be considered as delivered when the delivery company hands you the order, in accordance to the delivery company’s own control system.
A Claudia Le Encanta will send you an email via shopify when the order has been dispatched. The email will also feature the order number and the tracking number when delivery company has previously provided one. You must check that the package is in good order at the time of delivery and before the representative of the delivery company, indicating any anomalies in the delivery note.
Upon shipping outside the EU any custom fees and taxes added on shall be the responsibility of the customer to pay. We can not predict, nor can we take responsibility for additional fees incurred as a result of varying tax and customs controls in different locations.