Refund policy

Michelle&Clairvaux Comprehensive Return & Exchange Policy – February 2025 Edition

At Michelle&Clairvaux, we are dedicated to providing an unparalleled luxury shopping experience, ensuring transparency, fairness, and strict adherence to European consumer protection standards, including Directive 2011/83/EU.

14-Day Return & Exchange Policy

Customers may exercise their right to return or exchange any purchased item within 14 calendar days from the date of receipt, provided all conditions outlined herein are met.

Eligibility Criteria for Returns and Exchanges

To be eligible for a return or exchange, items must meet the following criteria:

  • Condition: Items must be unused, unwashed, free from odors, stains, or damage.

  • Packaging: All original packaging, including branded boxes, tissue paper, and protective elements, must be intact.

  • Tags and Labels: All original tags and security labels must remain attached and unaltered.

  • Proof of Purchase: A valid receipt or order confirmation is mandatory.

Refunds and Processing Timelines

  • Refunds are issued to the original payment method within 7 business days upon receipt and successful inspection.

  • Customers will be notified via email once the refund has been processed.

  • Exchanges are subject to stock availability and are processed within the same timeline.

Return Shipping Guidelines

  • Free return shipping is available within Europe via a prepaid return label provided upon approval.

  • Items must be dispatched within 48 hours of receiving the return label. Failure to do so will result in cancellation of the return request.

Seasonal Return Policy (February – March 2025)

  • Purchases made during promotional periods are only eligible for exchange.

  • Klarna payments are eligible for refunds directly to the original Klarna account.

Detailed Return & Exchange Process

  1. Initiate Your Return: Contact our support team at Info@michelle-clairvaux.com or via WhatsApp +447426741181.

  2. Approval Process: Our team will review your request within 24 hours and provide a prepaid shipping label if approved.

  3. Dispatch Your Return: Ship the item within 48 hours of label issuance.

  4. Final Processing: Once received, items undergo thorough inspection. Refunds, exchanges, or store credits are processed within 7 business days.

Damaged, Defective, or Incorrect Items

  • Any damaged, defective, or incorrect items must be reported within 48 hours of delivery.

  • Supporting photos must be provided.

  • Customers can choose from repair, replacement, or full refund.

Non-Returnable Items

  • Custom-made or personalized items.

  • Intimate apparel for hygiene reasons.

  • Final sale items clearly marked at the time of purchase.

  • Accessories including jewelry and hairpieces.

International Returns and Duties

  • International returns are accepted; however, any duties, taxes, or customs fees paid at the time of purchase are non-refundable.

Customer Support and Assistance

For any assistance or inquiries, please contact our Customer Support team at Info@michelle-clairvaux.com or via WhatsApp +447426741181. Our team is available Monday to Friday, 9 AM – 5 PM CET.

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