Refund policy

Return & Refund Policy

This page describes our Return and Refund Policy.

We want you to feel confident when shopping at Chloe London. If something does not work out, our returns and refunds process is designed to be clear and straightforward.

30 Day Return Period

You can request a return within 30 days from the date you receive your order.

To be eligible for a return:

  • Items must be unworn, unused, and in their original condition

  • Original tags, labels, and packaging must be included

  • Any accessories that came with the item must also be returned

  • The item must not show signs of wear, washing, damage, stains, perfume, or alteration

Our customer support team can guide you through the process if you need help.

Return Costs

Defective, Incorrect, or Damaged Items

If your item is faulty, damaged on arrival, or not what you ordered:

  • We will cover the return shipping costs

  • We will arrange a replacement or refund, depending on availability and your preference

Please contact us as soon as possible with your order number and clear photos of the issue so we can review it quickly.

We do not charge any restocking fees.

Change of Mind, Wrong Size, or Personal Preference

If you decide the item is not right for you, for example due to size, colour, style, or personal preference:

  • You are responsible for the cost of returning the item

  • Original shipping fees, if any, are non-refundable

  • The item must meet our return conditions before a refund can be approved

How to Return an Item

Step 1 – Contact Us

Email us at info@chloelondon.com with your order number and the reason for your return.

Please do not send items back before contacting us first. Returns must be approved by our customer support team.

Step 2 – Prepare Your Parcel

Repack the item securely in its original packaging, including all tags, labels, accessories, and documents.

Step 3 – Send It Back

Follow the instructions you receive in your return authorisation email.

The return address may vary depending on your order and will be provided after your return request has been approved.

Some returns may need to be sent to an international return facility. If the return is due to a defective, damaged, or incorrect item, we will cover the return shipping costs.

We recommend using a tracked shipping service, as we cannot process a refund for items that are not received.

Refunds

Once we receive your return, we will inspect the item to ensure it meets our return conditions.

After approval, we will process your refund to the original payment method used for the purchase.

Refunds usually appear within 5–10 business days after approval, depending on your bank or payment provider.

If your return does not meet our return conditions, we may be unable to approve the refund. In that case, our customer support team will contact you.

Exchanges

If you would like to exchange an item for a different size, colour, or product, please contact us first.

We will let you know whether the requested item is available and explain how to arrange the exchange.

Order Cancellations

If you need to cancel your order, please contact us as soon as possible at info@chloelondon.com.

We can only cancel an order if it has not yet been processed or dispatched. Once an order has been processed or shipped, it will need to be handled through our normal return process.

Non-Returnable Items

For hygiene and safety reasons, some products may not be eligible for return. This may include certain earrings, beauty-related items, personal accessories, or other hygiene-sensitive products, depending on local regulations.

Any non-returnable items will be clearly marked in the product description on our website.

Gift cards, final sale items, and personalised products are also non-returnable unless they arrive damaged, faulty, or incorrect.

Questions & Extra Help

If you have any questions about returns, refunds, or exchanges, you can contact our customer service team directly.

Contact Information

Store Name: Chloe London

Email: info@chloelondon.com

Chloe London is operated by Marek Bilík.

Identification Number (IČO): 29491894

Business Address:
Boršice 778
687 09 Boršice
Czech Republic

Customer Service Hours

Monday – Saturday
9:00 AM – 5:00 PM (GMT+0)

We aim to respond to your email within 48 hours.