Returns & Refund Policy
Returns & Refund Policy
We want you to feel confident shopping with Caleb & Chloe. If you are not fully satisfied with your purchase, please review the information below carefully.
1. Returns (30 Days)
You may request a return within 30 days of delivery.
Return Conditions
To qualify for a return:
- Items must be unused and in original condition
- Items must be returned in original packaging
- All labels, tags, accessories, and components must be included
- Items must show no visible signs of wear
- Hygiene-related items must be unused
Return shipping costs are the customer’s responsibility, unless the item is faulty or incorrect due to our error.
All returns must be sent using a fully trackable shipping method.
2. Faulty, Damaged, or Incorrect Items
If your order arrives faulty, damaged, or incorrect due to our error, we will provide an appropriate solution.
This may include:
- Replacement
- Partial refund
- Full refund
Please report any issue within 48 hours of delivery, including clear photo evidence.
3. How to Initiate a Return
To request a return, email:
Please include:
- Order number
- Full name
- Delivery address
- Reason for return
- Photos (if applicable)
Once shipped, you must provide your tracking number.
Returns sent without prior approval may not be processed.
4. International Return Address (Important)
As we operate with international fulfilment partners, approved returns are processed through our designated return centre.
Return Address:
Name: Wu Xi
Building 4, 4th Floor, 58 Baiye Road
Dongguan, Guangdong
523000
China
Phone: +86 19329021556
Please note:
- International return shipping is the customer’s responsibility (unless faulty)
- International returns may involve higher shipping costs
- A valid tracking number is mandatory
- Refunds are only processed once tracking confirms delivery
We recommend declaring a reasonable product value on customs forms to avoid unnecessary import duties. If customs charges prevent parcel collection, we may be unable to process the refund.
5. Refunds
Once the returned item has been received and approved:
- Returns are reviewed within 7 business days
- Approved refunds are processed within 5 business days
- Depending on your payment provider, funds may take up to 14 days to appear
Refunds are issued to the original payment method.
Original delivery charges and return shipping costs are non-refundable, unless the item was faulty or incorrectly supplied.
6. Order Cancellation
Due to our automated fulfilment system, orders are processed quickly.
Cancellations are only possible within 1 hour of placing the order.
After this period, cancellation is no longer possible. You may return the item once delivered under the standard return procedure.
To request cancellation within the 1-hour window, contact:
7. Uncollected Parcels
If a parcel is not collected and is returned to our fulfilment partner, a $20 handling and return shipping fee may be deducted from the refund.
Contact Information
Email: info@calebandchloe.com
Customer Service Hours (US Time):
Monday – Friday: 9:00 AM – 6:00 PM
Saturday & Sunday: Closed