Refund policy
Returns, Refunds & Cancellations Policy
Chloe King London
At Chloe King London, each piece is created with extraordinary care, craftsmanship, and intention. Due to the nature of our products, the materials used, and the personalised service we provide, all returns are handled with the same level of discretion and consideration.
This Policy sets out the terms under which returns, refunds, and cancellations may be accepted.
Return Window
Subject to the exclusions set out below, you may request a refund within 14 days of delivery, or an exchange within 28 days.
All returns are subject to review and acceptance at the sole discretion of Chloe King London.
Eligibility Criteria
To be eligible for a return, all items must be:
- Unworn, unused, and unaltered
- In pristine, original condition
- Free from any signs of wear, use, odour, hair, marks, creasing, or outdoor exposure
- Returned with all original packaging, including but not limited to: boxes, dust bags, ribbons, documentation, authenticity materials, and any accompanying printed matter
- With all original tags, labels, seals, and protective elements fully intact
- Accompanied by valid proof of purchase
Items that do not meet these standards will not be accepted and will be returned to the customer at their expense.
How to Request a Return
To request a return, you must contact us in writing at correspondence@chloekinglondon.com within 14 days of delivery. Return requests must be approved prior to shipment. Returns sent without prior authorisation will not be accepted. Once your return request has been approved, we will provide you with detailed return instructions, including the appropriate return address for your location.
Return Shipping, Risk & Responsibility
Unless an item is confirmed to be faulty or incorrect, all return shipping costs are the responsibility of the customer.
Customers are responsible for:
- Return shipping fees
- Insurance
- Customs clearance
- Duties, taxes, and brokerage fees
- Any loss, delay, seizure, or damage in transit
Returns are made entirely at the customer’s risk. We strongly recommend using a fully trackable, insured, and signature-required courier service.
Chloe King London accepts no responsibility for items lost, delayed, damaged, or misdirected during return transit.
Damaged, Faulty, or Incorrect Items
All orders must be inspected immediately upon delivery. If your item arrives damaged, defective, or incorrect, you must notify us in writing within 48 hours of receipt. We will assess each case individually and, at our discretion, arrange a repair, replacement, or refund.
Non-Returnable & Final Sale Items
The following items are strictly non-returnable and non-refundable, except where required by law:
- Personalised or engraved items
- Special order items
- Made-to-order items
- Bespoke or commissioned pieces
- Custom-sized or custom-specified items
- Exotic material items
- Sale, promotional, or discounted items
- Gift cards
This includes, without limitation, collars commissioned following private consultation, personalised charms, engraved items, and any piece produced specifically for a client.
Special Orders
Items classified as special orders, including collars offered following private consultation, are produced or allocated specifically for you. These items are final sale and may not be returned, refunded, or exchanged.
Hygiene & Wearability Standards
Due to the nature of our products, which are worn on animals, we apply strict hygiene and condition standards.
We reserve the right to refuse any return that shows:
- Signs of wear or fitting
- Outdoor exposure
- Creasing, softening, or shaping
- Odour
- Hair, fibres, or residue
- Evidence of use
Packaging & Documentation
All returns must include every original component of the purchase, including packaging, documentation, and any printed or branded materials.
Returns may be refused if:
- Packaging is damaged, missing, or marked
- Ribbons, dust bags, or protective materials are missing
- Documentation or inserts are absent
Exchanges
We do not offer direct exchanges. If your return is approved, you may place a new order separately. Any exceptions to this policy are made strictly at the sole discretion of Chloe King London and must be agreed in writing in advance.
European Union Right of Withdrawal
If your order is delivered within the European Union, you have the legal right to withdraw from your purchase within 14 days of delivery, without providing a reason. To exercise this right, you must notify us in writing within 14 days. Returned items must meet the condition standards set out in this Policy. This right does not apply to personalised, bespoke, special order, or made-to-order items, where permitted by law.
Refunds
Once your return is received and inspected, we will notify you of our decision. If approved, refunds will be issued to the original payment method within 10 business days. Original shipping fees, customs charges, taxes, and duties are non-refundable. We do not offer cash refunds, bank transfers, or alternative payment methods.
Abuse, Fraud & Excessive Returns
We reserve the right to refuse returns, cancel accounts, or restrict future purchases in cases of:
- Excessive or abusive return behaviour
- Suspected fraud
- Chargeback abuse
- Policy manipulation
Discretion & Interpretation
All decisions regarding returns, refunds, and eligibility are made at the sole discretion of Chloe King London.
Nothing in this Policy limits our right to make exceptions on a case-by-case basis.
Governing Law
This Policy is governed by the laws of the jurisdiction in which Chloe King London is incorporated, being the State of Florida, United States.
Amendments
We reserve the right to amend this Policy at any time without prior notice. The version in force at the time of your purchase shall apply.