Please note, that the following terms apply only to our online store. Terms for sales and orders placed during one of our tours or at the studio differ. They can be found on the back of the order sheet you signed.
If you have placed a personal order, you may return any item within 14 days and we will refund you the full purchase price after receiving it. Before returning items, you must contact us to arrange for the return shipment. Do not return items to our main London address.
Business orders can only be returned after explicitly clearing the return with us, unless the return is due to an error on our part.
If you are a stylist, who would like to take out a number of garments for a shoot, ordering and returning is not the way to do it. Send a request to Info@ClaudiaHill.com instead.
Items should be returned new, unused, and with all labels, garment tags and the limited edition medallion still attached. Returns that are damaged, soiled or altered may not be accepted and may be sent back to the customer.
When returning items, you should be able to get back any duties or taxes levied on the items when you originally received them, but if not, our shipping policy still applies: any duties and taxes are yours to pay.
We cannot pay for any shipping on returned items, unless the return is due to an error on our part. We are very sorry about this, but trackable and insurable international shipping is too expensive to do otherwise.
Finally, we reserve the right to cancel any order at any time, in whole or part, in which case we will, of course, refund any payments for canceled items you may have up to that point.
On each product's page, the availability of the product is indicated. For technical reasons, this information is best-effort and may not always be accurate.
If the availability of an item is later than what was shown to you when you ordered, we will contact you to determine how you want to proceed.
When we do have items in stock at the time we process your order, we will fill them at the latest within the next three business days following the day you placed your order.
When items are made to order, the product details include a time frame for manufacture. Should we overrun this estimate (which does not usually happen), we will contact you and you will have the right to cancel the order.
Items that are made to order, need to be paid in full before they are manufactured.
We only use trackable and insurable shipping. We offer a choice of carriers, including UPS, FedEx and DHL. The choice is yours during check-out, but the selection of carriers and services is limited by the location from which we ship the items and the country you want them shipped to.
The shipping cost is calculated during checkout after you enter your ship-to address, using the weights of the items in your cart. This calculation may not always be correct: if the difference between real shipping cost is substantially lower or higher than projected during check-out, we will contact you. In any event, is the shipping cost carried by you.
We will drop-ship all items from the location where they are stocked, which is usually Berlin.
When shipping internationally, duties and taxes may be levied. You are entirely liable for any such expenses.
We never ask for, or store, your credit card or other payment data ourselves. If you finalize an order, you give your payment information to our e-commerce provider FoxyCart. On their site they explain how your data is kept safe:
We are PCI compliant, Safe Harbor compliant, have multiple security scans (PCI requirements 1, 5, 6), and adhere to best practices wherever possible. Our servers are all located in secure facilities (PCI requirement 9), and access to our systems are granted on a “need-to-know” basis (PCI requirement 7), as required by the PCI rules.