Exchange and Return Policy
EXCHANGE AND RETURN POLICY
Our Exchange and Return Policy applies to all purchases made through our website and at our Tulum stores.
All exchange (if applicable) or returned items must be unwashed, unworn, undamaged and with all tags attached.
In-Store Purchases
For purchases made at our Tulum stores items may only be returned to that location within15 days from purchase.
Online Purchases
Purchases made through our website are valid for refund within 15 days from the date you received your order.
Please note, the below policies apply for in-store and online purchases:
Jewellery
Earrings are not eligible for exchange or return. Bracelets, necklaces and rings must be returned in its original packaging unworn, undamaged and with all tags attached to be eligible for return. Please note that the items can only be returned to the location where it was originally purchased.
Lingerie & Swimsuits
Briefs, swimsuits and bikini bottoms are not eligible for exchange or return.
Beauty & Fragrance
Skincare, bodycare and fragrance products are not eligible for exchange or return.
Final Sale Merchandise
The purchase of these items is final and cannot be exchanged or returned.
Gift Cards
The purchase of gift cards is final and cannot be exchanged or returned.
Return by Mail
If you decide that you'd like to return your purchase please contact us at info@claudetulum.com and send back your purchase within 15 days from the date you received your order.
The customer must cover the shipping cost unless the wrong item was sent to you or the item arrived damaged. Please use a traceable shipping method when returning your purchase and please be sure that your package is insured as we will not be held responsible for damages to the items or packages lost in transit. Once shipped please contact us by email to provide the tracking number of your package.
Please send your return to the following address:
CLAUDE TULUM
Carretera Tulum – Boca Paila KM 7.5
Tulum, Quintana Roo, Mexico, C.P 77760
Refunds
Refunds will be made through electronic transfer. Please allow up to 15 business days for your return to be processed once we receive the package and examine if it meets the criteria of our return policy. Your refund will be credited back in US Dollars at the current exchange rate and reflected between 3 or 4 business days.
The refund amount will not include any shipping charges.
We reserve the right to reject a refund on any items not returned in its original condition, damaged or with missing parts for reasons not due to our error.
We reserve the right to reject a refund request on any items returned more than 15 days from in-store purchase or 15 days from the date you received your order (on-line purchases)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If your refund is approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received your refund, first check with your bank as there is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund, please contact us at info@claudetulum.com
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email with images at info@claudetulum.com
The customer must cover the shipping cost unless the wrong item was sent to you or the item arrived damaged. Please use a traceable shipping method when returning your purchase and please be sure that your package is insured as we will not be held responsible for damages to the items or packages lost in transit. Once shipped please contact us by email to provide the tracking number of your package.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.