Returns
At Clara Bolsa, returns are accepted only for valid reasons, such as:
- Defective product
- Product damaged during shipping
- Wrong product sent due to our error
We do not accept returns for change of mind, personal preference, or lack of planning on the customer's part once the order has been processed or shipped.
Timeframe
You have 30 days after receiving your order to request a return for one of the valid reasons mentioned above.
How to request a return
You don't need to send anything back to us — simply send to hola@clarabolsa.com:
- Your order number
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A clear photo or video of the product showing the defect, damage or issue
- A brief description of the situation
Each request is reviewed individually by our team. We reserve the right to accept or decline the request based on the evidence provided. Requests without a photo/video or without a valid reason will not be accepted.
⚠️ Non-refundable cases
The following cases are not eligible for a refund, cancellation, or free reshipment:
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Change of mind after purchase (regret, no longer needed, found something else, etc.).
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Change of mind after shipping. Once the order has been processed, we cannot cancel or refund it.
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Lack of planning on the customer's part. Shipping timeframes are clearly stated on every product page and at checkout before the order is placed. It is the customer's sole responsibility to review these timeframes and plan their purchase far enough in advance if the product is needed for a specific date (trip, event, gift, birthday, etc.). We do not issue refunds or cancellations for customer urgency or need.
- Product used, washed, or showing signs of wear.
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Incorrect or incomplete shipping address provided by the customer (see Shipping Policy).
- Carrier delays, customs, or events beyond our control.
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Packages marked as delivered by the carrier. If tracking shows "Delivered" and you haven't received it, first check with neighbours, your building management, and your local post office.
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Aesthetic variations or absence of the logo (see Terms of Service, Section 18).
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Product received wrinkled or out of its original shape — this recovers with normal use over the following weeks (see Terms of Service, Section 19).
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Requests received more than 30 days after delivery.
Confirmed damage or defects
If your product arrived damaged or defective (with photo/video proof), we will send you a free replacement or issue a refund, whichever you prefer. No need to physically return the product.
Exchanges
To exchange an item (only in valid cases), first request a return. Once approved, place a new, separate order.
Refund processing
Once approved, the refund is issued to your original payment method. It can take between 5 and 10 business days to appear in your account, depending on your bank.
Contact
For any question regarding returns or refunds, write to us at hola@clarabolsa.com — we usually reply within 24-48 hours.
