Return & Refund Policy

Return Policy At A Glance
At Clara & Moss, we want you to feel comfortable shopping with us. This policy explains how returns, exchanges, and refunds work for orders placed on claramoss.com and delivered within Canada.

Return period: 30 days from the day you receive your order
What can be returned: faulty items, as well as items in perfect condition that you simply changed your mind about
Condition accepted: new and unused only, in unopened or original packaging with tags attached
Return method: by post, after we approve your return by email
Return label: arranged by the customer, except for faulty, damaged, or incorrect items
Return fee: none, we never charge a return, handling, or restocking fee
Refund time: within 3 business days after your return is received and approved
Refund currency: CAD, to your original payment method
Exchanges: accepted, subject to stock

30-Day Money Back Guarantee
If you're not happy with your order, or something isn't quite right, reach out within 30 days of receiving it. This applies both to faulty products and to items that arrived in perfect condition but that you no longer want.

How To Start A Return
Email info@claramoss.com and include:

  • Your full name
  • Your order number
  • The email address used for the order
  • The reason for your return
  • Clear photos if the item is damaged, faulty, or incorrect
  • Any other details that help us assist you

We respond to return requests within one business day with your next steps.

Return Approval
Please don't send anything back before contacting us first. Every return needs approval by email. Once approved, we'll send you return instructions and the correct return address.

All returns are sent by post. In some cases the approved return address may be located outside Canada, as it can be the address of our supplier. We always confirm the exact address in your approval email, so you'll never have to guess where to send your parcel.

Return Shipping And Costs
We never charge a return, handling, or restocking fee, you're refunded the full product price.

If you're returning an item because you changed your mind, ordered the wrong size, or simply no longer want it, you'll arrange your own return label and cover the postage.

If your item is faulty, damaged, incorrect, or not as described, we cover the return shipping. We'll either send you a prepaid return label or reimburse the postage once you send us the receipt.

Tracking Your Return
We recommend using a tracked shipping service and sending us the tracking number. Refunds are processed once the item has been received and checked at the return address. If a parcel is lost in transit and delivery can't be confirmed, we may be unable to approve the refund, so please hold onto your proof of postage until your refund is complete.

Condition Of Returned Items
We only accept new products back. To qualify for a return or exchange, the item must be:

  • Unworn and unwashed
  • Unused, in its unopened or original packaging
  • Complete with all tags still attached

Items showing signs of wear, washing, use, damage, perfume, stains, makeup marks, or alterations may be refused, or refunded only in part.

Items That Cannot Be Returned
The following are excluded from change-of-mind returns:

  • Gift cards
  • Final sale items, clearly marked as such on the product page
  • Personal or hygiene-related items, once opened
  • Items that have been worn, washed, or used
  • Items sent back without an approved return request

This doesn't affect your rights when a product is faulty or not as described.

Faulty, Damaged, Or Incorrect Items
Contact us as soon as possible at info@claramoss.com with your order number, a description of the issue, and clear photos of the item and packaging. We'll offer a repair, replacement, exchange, or refund, and we cover the return shipping.

Refunds
Once your return arrives and is approved, we'll confirm this by email and issue your refund within 3 business days to your original payment method, in CAD. Your bank or card provider may need a few extra days to reflect the amount on your statement.

Original shipping costs are refunded when the return is due to a fault on our side.

Exchanges
We accept exchanges for a different size, colour, or product, as long as the item meets the return conditions above and the replacement is in stock. Email info@claramoss.com and let us know which item you'd like instead.

Order Cancellations
Need to cancel? Email us as soon as possible at info@claramoss.com. If your order hasn't been processed or shipped yet, we'll cancel it and refund you in full. Once an order has shipped, it can no longer be cancelled, but you can still use our 30-day return process.

Your Consumer Rights
Nothing in this policy limits the rights you have under applicable Canadian federal and provincial consumer protection legislation. If a product doesn't meet legal requirements, you may be entitled to a repair, replacement, refund, or another remedy under that law.

Contact Information
Email: info@claramoss.com
Business Hours: Monday to Friday, 9AM to 5P


Business Information
Trading name: Clara & Moss (operated by huisengoederen)
Registration number: 91972256
Address:
Nieuweweg 22A
3755 AD Eemnes
Netherlands

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