Política de reembolso

Refund Policy

We want you to be genuinely happy with every piece you buy from Calais Noir. If something isn't right, we'll make it right.

RETURN WINDOW

You may return eligible items within 30 days of the delivery date. After 30 days, we're unable to offer a refund or exchange.

ELIGIBILITY

To be eligible for a return, an item must be:

- Unworn, unwashed, and in its original condition
- Free of stains, odours, alterations, or signs of wear
- In its original packaging, with all tags still attached

ITEMS THAT CANNOT BE RETURNED

- Items marked Final Sale
- Earrings and other pierced jewellery, for hygiene reasons
- Items showing signs of wear, washing, alteration, or damage caused after delivery
- Gift cards

HOW TO START A RETURN

1. Email us at calaisnoirsupport@gmail.com within 30 days of delivery.
2. Include your order number, the item or items you'd like to return, and the reason.
3. We'll reply with return instructions and a return address. Please wait for these instructions before sending anything back — returns sent without prior authorisation cannot be processed.
4. Ship the item back following the instructions we provide.
5. Once we receive and inspect your return, we'll email you to confirm the outcome.

REFUNDS

Approved refunds are issued to your original payment method within 5–7 business days of our receiving and inspecting the returned item. Depending on your bank or card issuer, it may take an additional 3–10 business days for the credit to appear on your statement.

Original shipping charges are non-refundable, except where the return is the result of our error — a wrong, damaged, or defective item.

RETURN SHIPPING COSTS

Unless the return is due to our error, the customer is responsible for return shipping costs. We recommend using a trackable shipping service; we cannot issue a refund for an item that does not reach us.

DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

If your order arrives damaged, defective, or is not what you ordered, email calaisnoirsupport@gmail.com within 48 hours of delivery with your order number and clear photographs of the issue and the packaging. We will arrange a replacement or a full refund, including shipping, at no cost to you.

EXCHANGES

We don't process direct exchanges. Because our pieces run in short series, the fastest way to get a different size or colour is to return the original item for a refund and place a new order for the piece you want, while it's still available. Email us and we'll help you coordinate it.

ITEMS LOST OR DELAYED IN TRANSIT

If your tracking shows no movement for more than 10 business days, or your order hasn't arrived within the estimated delivery window, contact us and we will open an investigation with the carrier and keep you updated until it's resolved.

ORDER CANCELLATIONS

You may cancel an order within 2 hours of placing it, provided it has not yet been processed for shipment. Email us as soon as possible with your order number.

QUESTIONS

Email calaisnoirsupport@gmail.com. We typically respond within 24 hours, Monday through Friday.

Calais Noir