- Unpacking Video Requirement:
- To initiate an exchange, customers must provide a clear, unedited video of the unboxing process, showing the product’s condition upon arrival.
- The video must be submitted within 36 hours of delivery to be eligible for an exchange.
- Timeframe:
- Exchange requests must be made within 7 days of delivery.
- Original Packaging:
- The item must be returned in its original packaging, including all tags, dust bags, and protective materials.
- Customer Responsibility:
- Clarté does not accept exchanges for items damaged due to customer mishandling, improper storage, or wear after delivery.
Exchange Process for Damaged Goods
- Initiate Exchange:
- Email houseofclate@gmail.com with:
- Your order number
- A detailed description of the issue
- The unboxing video (clearly showing the damage)
- Email houseofclate@gmail.com with:
- Review:
- Our team will assess the request and respond within 2 business days.
- Once your return is approved, the refund will be initiated within 5–7 business days.
- Replacement:
- Once the returned item is received and inspected, we will process a replacement (subject to availability) or issue store credit.
Important Notes
- Exchanges are only offered for defective or incorrectly shipped items.
- Return shipping costs are covered by Clarté for verified damages.
- Final approval is at the discretion of Clarté’s quality team.
For further assistance, contact houseofclarte@gmail.com.
(Policy updated [June/2025])
Why we do this:
- 36-hour video rule prevents fraudulent claims while ensuring swift resolution.
- Clear deadlines protect both the brand and customer.
- Tone: Polished but firm, aligning with luxury brand standards.