Last Updated: December 2024

At Claudia Alves Store, we approach your satisfaction with the same precision and care we apply to our premium skincare formulations. Just as our facial care collections are crafted to deliver exceptional results, our returns and exchanges process is designed to be seamless, transparent, and customer-focused.

Our Commitment to Your Satisfaction

We understand that finding the perfect skincare routine requires experimentation. While we strive to provide detailed product descriptions and personalized recommendations, we want you to feel confident in your purchases. Our returns policy reflects our dedication to your skincare journey and overall experience with our premium collections.

Return & Exchange Eligibility

Timeframe

We accept returns and exchanges within 15 days of your receipt of items. This timeframe allows you to properly test our products while ensuring they remain in resalable condition.

Condition Requirements

To be eligible for return or exchange, items must be:

  • In original, unopened packaging with seals intact
  • In resalable condition with all original tags and labels
  • Accompanied by the original receipt or order confirmation
  • Returned in their original shipping box or equivalent protective packaging

Non-Returnable Items

To ensure the safety and hygiene of all our customers, the following product categories cannot be returned or exchanged:

  • Opened Bath & Body products (including Body Scrubs, Cleansers, and Body & Room Sprays)
  • Used Facial Care items (Face Cleansers, Toners, Night Creams, and Moisturisers)
  • Opened Bundles and Gift Sets (Christmas Beauty Gifts, Spa Gift Sets, and All Sets & Kits)
  • Personal care items where hygiene seals have been broken

We make exceptions for products that arrive damaged or defective. Please contact us within 48 hours of delivery if you receive a damaged item.

The Return & Exchange Process

Step 1: Submit Your Return/Exchange Request

Initiate the process by contacting our customer care team at [email protected] with the following information:

Use the template below to ensure we have all necessary details to process your request efficiently.

Return/Exchange Request Template

Subject: Return/Exchange Request – Order #[Your Order Number]

Email Content:

Dear Claudia Alves Store Customer Care Team,

I would like to request a [return/exchange] for my recent order.

Order Number: [Your order number]
Order Date: [Date of purchase]
Product(s) for Return/Exchange: [Product names and quantities]
Reason for Return/Exchange: [Please provide specific details]
Preferred Resolution: [Refund / Exchange for (specific product)]

I confirm that the items are in their original condition and packaging.

Thank you for your assistance,
[Your Full Name]

Step 2: Receive Authorization and Instructions

Within 24 hours (during business days), our team will:

  • Review your request and provide authorization if eligible
  • Send detailed return shipping instructions
  • Provide a Return Merchandise Authorization (RMA) number

Important: Please do not ship items back without receiving authorization and an RMA number.

Step 3: Package and Ship Your Return

Carefully package the items following our instructions, including:

  • The RMA number clearly visible on the outside of the package
  • Original receipt or order confirmation copy
  • All items in their original packaging

Ship to our return address:
Claudia Alves Store Returns
2164 Ferrell Street
DALLAS, US 26036

Note: Return shipping costs are the responsibility of the customer, unless the return is due to our error or defective products.

Step 4: Processing and Resolution

Once we receive your return, our timeline is:

  • 1-2 business days: Inspection and processing of returned items
  • 3-5 business days: Initiation of refund or shipment of exchange

Refund Information

Refund Timeline and Method

Refunds are processed to the original payment method used for purchase:

  • Credit/Debit Cards (Visa, MasterCard, JCB): 5-10 business days after processing
  • PayPal: 3-5 business days after processing

Please note that shipping charges are non-refundable for changed mind returns. For exchanges, we cover the standard shipping cost for the replacement items.

Partial Refunds

We may issue partial refunds in the following circumstances:

  • Multiple items returned from a bundle or set
  • Items showing signs of use or damage not consistent with our return policy
  • Missing components from original shipment

International Returns

As we serve customers globally (excluding some Asian countries and select remote areas), international returns follow the same process with these additional considerations:

  • Customers are responsible for any customs duties, taxes, or international shipping fees
  • Please mark the package as “Returned Goods” to avoid additional customs charges
  • Refunds will be issued in US Dollars, and the amount may vary based on exchange rates

Need Assistance?

Our customer care team is dedicated to providing the same premium support we apply to our skincare formulations. Contact us with any questions about returns or exchanges:

Email: [email protected]
Response Time: Typically within 24 hours during business days
Address: 2164 Ferrell Street, DALLAS, US 26036

Thank you for trusting Claudia Alves Store with your premium skincare needs. We’re committed to ensuring your experience with us reflects the quality and care of our facial care collections.