Refund policy

Our Guidelines for Returns and Refunds

At Claire Bill, we recognize that online footwear purchases sometimes require a second look after delivery.

Customers may discover that a different size, color, or style better suits their preferences.

The following guidelines explain how eligible returns and refunds are handled.

Nothing in this policy limits consumer rights that cannot legally be excluded.

1. Return Eligibility Period

We accept return requests for eligible merchandise submitted within 30 days from the date of delivery.

Customers must contact our support team within this period to initiate the process.

Requests will be evaluated according to the product condition, purchase information, and applicable legal requirements.

2. Product Condition for Voluntary Returns

For a standard change-of-mind return, products should remain in suitable condition.

We generally expect returned merchandise to be:

  • Clean and undamaged

  • Free from substantial signs of wear

  • Unworn outdoors

  • Unwashed

  • Unmodified

  • Free from significant stains or odors

  • Returned with included components and accessories

  • Accompanied by original packaging where reasonably possible

Customers may carefully try on footwear indoors to assess fit.

3. Products That May Be Excluded

A voluntary return may be declined when merchandise has been extensively used, damaged after delivery, modified, or returned with missing components.

Items identified as final sale before purchase may also be excluded from ordinary change-of-mind returns.

These conditions do not override mandatory rights relating to defective, misdescribed, or incorrectly supplied products.

4. Return Request Procedure

All return requests must first be submitted by email.

Customer Service: clairebill@gmail.com

Please provide:

  • Order number

  • Name used at checkout

  • Purchase email address

  • Product name

  • Reason for requesting a return

For damaged or incorrect items, please include clear photographs showing the issue.

Our team will review the request and provide instructions regarding the next step.

5. Return Authorization

Customers should receive return instructions before sending merchandise.

Please do not assume that the address printed on the original delivery package is the correct return destination.

An authorized return address will be communicated by our support team.

Packages sent without appropriate instructions may experience processing delays.

6. Return Shipping Responsibility

For voluntary returns involving a change of mind, personal preference, or incorrect size selection, the customer is generally responsible for return shipping expenses.

If the merchandise is confirmed to be defective, damaged upon arrival, or incorrectly supplied, we will review the matter and determine an appropriate solution in accordance with applicable law.

7. Return Shipment Recommendations

Customers should package merchandise securely to prevent additional damage during transportation.

We recommend selecting a delivery service that provides tracking.

Please retain your shipping receipt and tracking details until the return has been resolved.

8. Product Review After Return

After the returned merchandise arrives at the designated facility, it may be examined.

The review may consider the product's condition, completeness, identity, and compliance with the applicable return requirements.

If an item does not qualify for a voluntary return, we will communicate the outcome in accordance with applicable law.

9. Refund Processing

Once a return has been approved, the refund will generally be submitted to the original payment method.

The time required for the funds to appear in your account depends on the payment provider or financial institution.

A refund confirmation may be provided when available.

10. Original Delivery Charges

Original shipping fees are generally not reimbursed for ordinary change-of-mind returns.

Exceptions may apply where merchandise is defective, incorrectly supplied, damaged on arrival, or where reimbursement is required by law.

11. Damaged Merchandise

If your purchase arrives damaged, please contact us promptly.

Send an email to clairebill@gmail.com containing:

  • Order reference

  • Description of the damage

  • Photographs of the affected product

  • Relevant packaging photographs, if available

Please retain the merchandise until our team has reviewed your request.

12. Incorrect Orders

If the product delivered does not match your order confirmation, please notify us.

Photographs of the received product and relevant labels will help us investigate.

We will review the information and explain the appropriate resolution.

13. Exchanges

Requests for another size or color may be accommodated depending on available inventory.

An exchange is not guaranteed for products that are no longer available.

If an exchange cannot be arranged, our team may explain the return process and the option of placing a new order.

14. Order Cancellation

Customers who wish to cancel or modify an order should contact us as soon as possible.

Email: clairebill@gmail.com

We will attempt to assist before the order enters the later stages of fulfillment.

Once a parcel has been prepared or dispatched, cancellation or modification may no longer be possible.

15. Questions About Your Refund

If you believe an approved refund has not appeared in your account, please first check with your payment provider.

If additional assistance is required, contact our support team and provide your order number and available refund information.

Email: clairebill@gmail.com