Refund policy
RETURN & REFUND POLICY
Please note: returns are not free. Return shipping costs are the customer's responsibility.
Can I return my order?
Yes. If you are not satisfied with your purchase, you may request a return within 30 days of receiving your order.
To be eligible for a return, your item must:
- Be unused, unworn, and in the same condition you received it
- Include all original parts, tags, and packaging
- Not be damaged due to misuse or careless handling
We reserve the right to refuse returns of items that show signs of use or damage not caused by us.
How do I start a return?
Email us at cloeortega@cloeortega.com and include:
- Your order number
- The reason for your return
- Photos of the item (if it arrived damaged or defective)
- Your full name
- Your shipping address
We will reply with the return address and instructions. Please do not send items back to the address on the package. Returns sent without contacting us first cannot be accepted.
Return shipping
You are responsible for the cost of return shipping. Original shipping charges are non-refundable.
Damaged or defective items
If your item arrives damaged, defective, or incorrect, please contact us within 7 days of delivery with photos so we can resolve it as quickly as possible.
Refunds
Once we receive and inspect your return, we will notify you within 7 business days. If approved, your refund will be issued to your original payment method. Depending on your bank, it may take a few additional days to appear on your statement.
Order cancellations
You may cancel your order before it ships by emailing us. Because our products ship from Asia, once an order has been shipped it cannot be cancelled. In that case, please wait until you receive it and then follow the return process above.
Shipping times
Our products ship from Asia, so delivery may take longer than domestic orders. Transit delays caused by carriers or customs are outside our control.
Questions?
Contact us at cloeortega@cloeortega.com