Last Updated: December 2024

Premium Shipping Experience

At Claudia Alves Store, we believe your premium skincare journey should begin the moment you place your order. Our shipping process is designed with the same care and attention to detail that goes into crafting our exclusive facial care collections and luxurious bath & body products.

Order Processing Time

We carefully prepare each order to ensure your premium skincare products arrive in perfect condition:

  • Standard Processing: 1-2 business days
  • Peak Season: Additional 1-2 days during holiday periods

Shipping Methods & Delivery Times

Standard Shipping – $12.95

  • Carrier: DHL or FedEx
  • Delivery Time: 10-15 business days after shipment
  • Tracking: Full tracking provided
  • Ideal for: Customers wanting faster delivery with premium carriers

Free Shipping

  • Carrier: EMS
  • Minimum Order: $50+
  • Delivery Time: 15-25 business days after shipment
  • Tracking: Basic tracking available

International Shipping

We proudly serve customers worldwide, excluding some Asian countries and select remote areas. International orders are subject to local customs duties and taxes, which are the responsibility of the customer.

Returns & Exchanges Policy

Your satisfaction is our priority. Just as our skincare formulations are crafted with precision, our returns process is designed to be transparent and customer-focused.

Return & Exchange Eligibility

Timeframe: 15 days from receipt of items

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 original receipt or order confirmation
  • Returned in original shipping box or equivalent protective packaging

Non-Returnable Items

To ensure safety and hygiene for all customers, we cannot accept returns or exchanges for:

  • Opened Bath & Body Products: Body Scrubs, Cleansers, Body & Room Sprays
  • Used Facial Care Items: Face Cleansers, Toners, Night Creams, Moisturisers
  • Opened Bundles & Gift Sets: Christmas Beauty Gifts, Spa Gift Sets, All Sets & Kits
  • Any personal care items with broken hygiene seals

Exceptions are made for damaged or defective products. Contact us within 48 hours of delivery for these cases.

The Return & Exchange Process

Step 1: Submit Your Request

Contact our customer care team at [email protected] with the following information:

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

Within 24 business hours, our team will:

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

Important: Do not ship items back without authorization and RMA number.

Step 3: Package and Ship

Carefully package items including:

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

Return Address:
Claudia Alves Store Returns
2164 Ferrell Street
DALLAS, US 26036

Return shipping costs are customer responsibility, unless due to our error or defective products.

Step 4: Processing & Resolution

Once we receive your return:

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

Refund Information

Refund Timeline & Method

Refunds are processed to your original payment method:

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

Note: Shipping charges are non-refundable for changed mind returns. For exchanges, we cover standard shipping for replacement items.

Partial Refunds

We may issue partial refunds for:

  • Multiple items returned from a bundle or set
  • Items showing signs of use or damage
  • Missing components from original shipment

International Returns

Additional considerations for international returns:

  • Customers responsible for customs duties, taxes, and international shipping fees
  • Mark package as “Returned Goods” to avoid additional customs charges
  • Refunds issued in US Dollars (amount may vary based on exchange rates)

Need Assistance?

Our customer care team provides the same premium support we apply to our skincare formulations:

  • 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 reflects the quality and care of our exclusive collections.