Refund policy

RETURN & REFUND POLICY — CLAIRE AND SUSAN

Returns are not free of charge. In the event of a refund or exchange, additional handling and postage costs may apply.

1. RETURN CONDITIONS

Customers may request a return within 30 days of receiving their order.

To qualify for an accepted return, the following conditions must be met:

  1. The item must include all original parts, tags, and accessories, and remain in the same condition as when it was delivered.

  2. We cannot accept returns for items damaged due to misuse, accidental impact, or improper handling.

  3. Personal care or intimate hygiene items must be returned completely clean and unworn/unused.

  4. Any faults or defects must be reported immediately upon delivery.

  5. Return postage costs may be deducted from the total refund amount.

  6. Returns will be inspected and processed within 7 working days of receipt at our facility.

  7. We reserve the right to refuse a return if there are clear signs of wear, use, or damage not caused by transit or manufacturing faults.

2. HOW TO REQUEST A RETURN

If your order meets the conditions listed above, please send an email to: claireandsusan@outlook.com

Your email must include:

  • Order number

  • Reason for return

  • Clear photographs of the item (in case of a fault or defect)

  • Full name

  • Complete delivery address

Once your request has been approved, our team will provide you with the designated return address. Please do not send the parcel back to the sender address printed on the original shipping label. All return postage costs are strictly the responsibility of the customer.

3. STATUTORY RIGHT OF CANCELLATION (14 DAYS)

Under UK consumer regulations, private individual customers are entitled to a 14-day cooling-off period from the date of delivery to exercise their statutory right of cancellation.

To exercise this right, you must notify us in writing at:

claireandsusan@outlook.com

Order Cancellations Prior to Dispatch

Due to our automated order-processing system, cancellation requests must be submitted within 2 hours of placing your order.

Beyond this window, your order will likely already be in logistical preparation and cannot be cancelled immediately. In such cases, you will need to await delivery and proceed with a return in accordance with this policy.

Orders that have already been dispatched or are currently in transit cannot be cancelled under any circumstances. You must await delivery before initiating a return request as outlined above.

To help speed up the process, we recommend retaining and sharing proof of return postage.

Shipments in Transit

As our items are fulfilled directly from our production and distribution facilities in Asia, transit times may be longer and remain outside of our direct control. If your parcel is already in transit, direct cancellation is no longer possible. Please await delivery and follow the standard return process. You are, however, welcome to register your intent to return in advance.

To ensure your return is processed as quickly as possible once sent, we kindly ask that you provide a tracking number or valid proof of return postage.

4. REFUNDS

Once your return has been delivered and inspected:

  • Refunds will be issued directly to the original payment method used at checkout.

  • The refund will not include original delivery charges or supplementary fees, unless legally required or under exceptional, pre-agreed circumstances.

  • Once approved, the refund will be completed within a maximum of 14 calendar days.

5. ADDITIONAL IMPORTANT INFORMATION

  • All returns must be dispatched exclusively to our designated logistics address provided by customer support.

  • All postage, courier, and return handling fees are the sole responsibility of the customer.