Returns & Refund Policy
Effective date: July 2026
At Clara & Maeve Boutique, we want you to feel confident when shopping with us. If something is not right, this policy explains how to request a return, report a problem and receive a refund.
1. Our 30-Day Return Policy
You may request a return within 30 days of receiving your order.
To qualify for a change-of-mind return, the item must be:
- Unworn and unused, except for trying it on
- Unwashed and undamaged
- Free from marks, make-up, perfume, odours and pet hair
- Returned with its original tags and packaging where reasonably possible
- Accompanied by proof of purchase
Trying an item on carefully does not prevent a return. However, we may reduce a refund where an item has been handled beyond what is reasonably necessary to inspect its fit and condition.
Our 30-day policy is additional to the legal cancellation rights that generally apply to eligible online purchases in the UK. Customers normally have 14 days after delivery to notify a retailer that they wish to cancel, followed by a further 14 days to send the goods back.
2. Items That Cannot Be Returned
For hygiene and safety reasons, the following items may not be eligible for change-of-mind returns once opened, worn or unsealed:
- Earrings and pierced jewellery
- Underwear and intimate garments
- Swimwear without its hygiene seal
- Cosmetics and personal-care products
- Personalised or made-to-order items
These exclusions do not affect your rights when an item is faulty, damaged, incorrect or not as described.
Sale items remain eligible for applicable consumer protections.
3. How to Request a Return
Email support@clara-maeve.com within 30 days of delivery and include:
- Your full name
- Order number
- The item you wish to return
- The reason for the return
- Photographs when the item is faulty, damaged or incorrect
Please wait for our confirmation and return instructions before posting anything.
Do not return items to the address printed on the original parcel. That address may belong to a carrier or dispatch facility and may not be able to accept returns.
Unauthorised returns sent to an incorrect address may be delayed or lost.
4. Return Address
Our return facility may be located outside the United Kingdom, including in China.
The correct return address will be supplied after your request has been approved. Customers should review the return address and estimated postage cost before sending the parcel.
We recommend using a tracked postal service and retaining:
- Proof of postage
- The tracking number
- A copy of the return approval
The parcel remains your responsibility until it reaches the provided return address.
5. Return Postage
For change-of-mind returns, the customer is responsible for return-postage costs when this was explained before purchase.
We do not charge a separate restocking or processing fee for exercising an eligible cancellation right.
When an item is faulty, damaged, incorrect or not as described, Clara & Maeve will cover reasonable return costs or provide another suitable return arrangement.
6. Customs Information for International Returns
When completing a customs declaration, describe the parcel accurately as “Returned goods” and declare the genuine value required by the postal service and customs authorities.
Do not enter a false or artificially reduced value.
The customer is responsible for completing any customs documentation correctly. Contact us before posting the return when assistance is needed.
7. Refunds
Once we receive and inspect your return, we will email you with the outcome.
Approved refunds will be issued to the original payment method without undue delay and within the applicable legal timeframe.
For eligible online cancellations, refunds are generally due within 14 days after we receive the returned goods or receive evidence that they were sent back. The standard outbound delivery charge must also generally be refunded, although any additional amount paid for an upgraded delivery option does not have to be refunded.
After a refund is issued, your bank or payment provider may require additional time to display it in your account.
8. Faulty, Damaged or Incorrect Items
Please inspect your order after delivery and contact us promptly when:
- An item arrives damaged
- A product is faulty
- You receive the wrong item
- An item is missing
- The product differs materially from its description
Include clear photographs of the product, packaging and shipping label where relevant.
Depending on the circumstances and your legal rights, we may offer:
- A full refund
- A replacement
- A repair
- An appropriate price reduction
Customers are not restricted to a replacement where the law provides a right to a refund. Under the Consumer Rights Act 2015, faulty or misdescribed goods may generally be rejected for a full refund within 30 days.
Reporting a problem within seven days helps us investigate quickly, but it does not remove any longer statutory rights you may have.
9. Exchanges
We do not currently guarantee direct exchanges.
The quickest option is usually to return the original item and place a new order for the preferred size or style.
Where appropriate, our customer-care team may arrange a replacement directly.
10. Refused or Unclaimed Parcels
When a parcel is refused or not collected and is returned to the sender, contact us so we can review its status.
A refund or redelivery will be considered after the parcel has been located and received. Any lawful deduction will reflect actual permitted costs and will not limit your statutory rights.
We do not automatically deduct a fixed 15% fee from refunds where doing so would conflict with consumer law.
11. Incorrect Delivery Addresses
Customers should check their address carefully before ordering.
Send correction requests to support@clara-maeve.com as soon as possible. We cannot guarantee changes after processing or dispatch has begun.
When a parcel is returned because the customer supplied an incomplete or incorrect address, reasonable redelivery costs may apply.
12. Missing Parcels
When tracking shows that a parcel has been delivered but you cannot locate it:
- Check the delivery location and any safe place.
- Ask household members and neighbours.
- Review any carrier photograph or delivery notice.
- Contact us with your order number.
We will investigate the delivery information with the carrier. Your consumer rights are not removed simply because tracking displays a delivered status.
13. Order Cancellations
Contact us as quickly as possible when you wish to cancel an order.
We may be able to stop an order before processing or dispatch, but this cannot be guaranteed. When it has already shipped, you may use the applicable cancellation and return process after delivery.
14. Contact Us
For return, refund or cancellation questions:
Clara & Maeve Boutique
Email: support@clara-maeve.com
Customer-care hours:
Monday–Friday: 9:00–17:00 UK time
Saturday and Sunday: Closed