Return Policy
Returns & Refund Policy
At Claire Rowan, customer satisfaction is our priority. If for any reason you are not completely satisfied with your purchase, please read our Returns & Refund Policy carefully before requesting a return.
If you have any questions, please contact our Customer Support Team at info@claire-rowan.com before returning any item.
1. How We Operate
Claire Rowan operates using a direct-from-supplier fulfilment model.
To reduce waste, minimise excess inventory, and lower our environmental impact, some products are shipped directly from our supplier located in China.
As a result, approved returns must be sent to our supplier's designated return address in China.
2. Return Request Period
You may request a return within 14 days of receiving your order.
To request a return, please contact:
Your request must include:
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Your order number
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A valid reason for the return
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Your full name
Please note:
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Returns may only be requested after the item has been delivered.
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Returns sent without prior approval may not be accepted.
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Once approved, you will receive detailed return instructions and the correct return address.
3. Return Conditions
To be eligible for a return, the following conditions must be met:
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The item must be unused and unworn.
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The item must not be washed or damaged.
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All original tags and labels must remain attached.
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The item must be returned in its original packaging where possible.
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Items may be tried on but must not show any signs of wear.
The following items cannot normally be returned:
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Sale or clearance items without a valid reason.
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Underwear.
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Swimwear.
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Jewellery.
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Personal hygiene products.
These exclusions apply unless the item is faulty, damaged, or incorrect.
Ordering multiple sizes with the intention of returning part of the order is discouraged and may result in refusal of the return request where abuse of our returns policy is identified.
4. Return Shipping Costs
Customers are responsible for all return shipping costs.
This includes:
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International shipping charges
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Customs duties
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Import taxes
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Carrier handling fees
Customers are responsible for arranging the return shipment.
We strongly recommend using a fully tracked shipping service.
Claire Rowan cannot accept responsibility for returns that are lost during transit without valid tracking information.
5. Alternative Resolution
International returns can be expensive and time-consuming.
Before requesting a return, we encourage customers to contact us first.
Depending on the circumstances, we may offer an alternative solution such as:
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A partial refund
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Store credit
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A replacement item
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Another mutually agreed resolution
Our goal is always to resolve issues quickly and fairly for both parties.
6. Damaged, Incorrect or Defective Items
If your order arrives damaged, defective, incorrect, or if there is an issue with sizing or quality, please contact us within 14 days of delivery.
Your email should include:
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Your order number
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A detailed description of the issue
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Clear photographs showing the problem
Claims submitted without sufficient photographic evidence may not be eligible for review.
Once we receive your information, we will investigate the matter and work with you to provide an appropriate solution as quickly as possible.
7. Refunds
Refunds are processed only after the returned item has been received and inspected at our supplier's return facility.
If your return is approved:
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Your refund will be issued to your original payment method.
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Refunds are typically processed within 14 business days after approval.
Please note:
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Original shipping charges are non-refundable.
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Your bank or payment provider may require additional time to complete the refund.
8. Order Cancellations
Orders cannot be cancelled once they have been placed and entered into processing.
Because our fulfilment process begins shortly after an order is received, cancellation is no longer possible once production or packing has commenced.
If you experience any issue with your order, please contact us before initiating a payment dispute or chargeback.
Our Customer Support Team is committed to finding a fair and reasonable solution wherever possible.
9. Liability
Claire Rowan is not responsible for parcels that are confirmed as delivered by the shipping carrier to the delivery address provided during checkout.
Customers are responsible for ensuring that all shipping information is accurate before placing an order.
Any address corrections must be requested within 24 hours of placing your order by contacting:
Claire Rowan cannot be held responsible for delivery issues resulting from incorrect or incomplete shipping information provided by the customer.
10. Contact Us
If you have any questions regarding this Returns & Refund Policy, please contact us.
Claire Rowan
Email: info@claire-rowan.com