Refund policy

Last updated: October 16, 2026

This policy explains how to request help with a Chicluno order. Contact support@chicluno.com before returning an item.

1. Return window and condition

You may request a return within 30 days after delivery. Items must be unused, in their original condition, and accompanied by their original packaging, labels, and proof of purchase.

Personalized or custom-made items, clearance items, and items purchased with gift cards or store credit are excluded from change-of-mind returns under our current policy. For hygiene reasons, opened or used cosmetics and personal-care products may not qualify for a change-of-mind return. Items showing wear, stains, perfume, deformation, or damaged packaging may not qualify. These exclusions do not remove any rights you have for faulty or incorrectly supplied goods under applicable law.

2. How to request a return

1. Email support@chicluno.com within the return window. Include the order number, the item, and your reason for returning it.
2. For damage, defects, or an incorrect item, include clear photos and a description.
3. Wait for our instructions and the appropriate return address before shipping your parcel.
4. Keep proof of postage and tracking until your case is resolved.

3. Damaged, defective, or incorrect items

Contact us promptly if there is a problem with your order. For a confirmed product quality problem, our current policy provides a full refund without requiring a return. Defective promotional or clearance purchases remain eligible for help. We will explain the resolution for your case by email.

4. Change-of-mind returns and return costs

For an eligible return for personal reasons, you pay the return postage. Our current policy offers a refund on return, subject to the non-refundable shipping charges described below. We may alternatively offer a partial refund of 20%–50% if you choose to keep the item. You do not have to accept a partial-refund offer instead of an eligible return.

Original delivery charges are non-refundable under our current policy, except where applicable law requires otherwise. If we arrange a return label and deduct its cost from a refund, we will tell you the cost first; you will not be charged the same return postage twice. We recommend a tracked service, particularly for items worth more than $10.

5. Refund timing

We will inspect a returned item and tell you whether the refund is approved. Approved refunds are issued to the original payment method. Approved refunds are processed to the original payment method within 10 business days. Your payment provider may take additional time to display the credit. If more than 15 business days have passed since approval, contact support@chicluno.com.

6. Cancellations and exchanges

Under our current policy, cancellation requests for full-priced items must be made within 60 minutes of placing the order. Email us immediately with the order number. An order already dispatched cannot be stopped in transit.

Contact us within 60 minutes of purchase for a requested change before processing, or within 7 business days after delivery for a personal-preference exchange request. Free replacements apply to confirmed defective or damaged items. Other exchanges are reviewed with you before any additional cost is agreed.

7. Missing parcels

If tracking shows delivery but you cannot locate the parcel, check the delivery address, any safe place, and the carrier's delivery notice. Then email us with your order number, tracking number, and any carrier correspondence so we can investigate with you.

8. Contact and consumer rights

Email support@chicluno.com. Support hours are Monday–Friday, 9:00am–5:00pm Eastern Time; we aim to respond within 24–48 hours. Nothing in this policy excludes mandatory consumer rights.

9. European Union withdrawal rights

If applicable EU consumer law covers your distance purchase, you generally have 14 days after receiving the goods to notify us that you wish to withdraw, without giving a reason. Statutory exceptions may apply, including clearly personalized goods and certain sealed hygiene products once unsealed. Our store exclusions and cancellation window do not override mandatory withdrawal, delivery-cost reimbursement, faulty-goods, or other consumer rights. Email support@chicluno.com to request the applicable instructions.