Refund Policy

Delivery Methods and Timing

We strive to ship your order as quickly as possible. However, our shipping estimates are not guarantees or promises that a product will ship on a specific day or be received by you within a specific period.

All purchases are subject to bank authorization prior to processing. Only authorized purchases will be processed and delivered.

Our order will be delivered by a courier service. Please ensure that someone will be present to sign for it. If no-one is available, our delivery company will leave a telephone number for you to call to make alternative arrangements.

We are unable to ship to P.O. Boxes. All items must be shipped to a valid premise's address. 

Orders are typically delivered within 7 - 21 business days. Actual delivery time depends on shipping distance and may vary. 

Delivery to some remote addresses may take longer.

Return and Refund

Order Cancellation

If you return items for reasons other than defects in the goods, or incomplete, or incorrect delivery, you will be required to arrange and pay for the return of the items to us. Please ensure you keep a Proof of Postage (your Airwaybill and tracking number) when you return the goods to us. You should retain your Proof of Postage in order to provide proof to us that you have returned the goods, in the unlikely event that we do not receive the returned parcel.

Please notify us via email at customercare@claraelle.com  within 7 days from receiving your order, and proceed to return such goods to us within 7 days after notifying us.

If you are entitled to a refund, we will process the calculated refund within thirty (30) days after receiving your returned order, provided that we received the goods in their original condition. You will receive email notification of your refund from our us. Refunds will be made to original debit/ credit card used. For verified manual payment, refunds will be made to your original account.

If you cancel your order but do not return such goods to us within 7 working days after notifying us of cancellation, we shall be entitled to withhold payment of any refund. 

Please Note: We will not provide a full refund if goods show signs of unreasonable use. In such circumstances, we will notify you that a reduced refund amount will be available or you can choose to arrange for such goods to be returned to you within 30 days of our notification.

 

DAMAGED/ FAULTY/ INCORRECT ITEMS

If the goods you receive are damaged or faulty in any way, or not what you originally ordered we will be happy to exchange the items or offer you a refund.

When your order arrives, please inspect the carton for any damage that may have occurred during shipment. It is normal for the shipping carton to show some wear, however, if damage occurred to the item(s) in your shipment, please retain the box, the packing materials and the items inside.

Please notify us immediately by calling our Customer Service Team +6016-2137977, or by email, customercare@claraelle.com. Please follow instructions and guidance from our customer care representatives.

To ensure prompt resolution, please provide the order number and keep the box, packing materials and the damaged items for inspection by the carrier.