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Refund & Returns Policy
We want you to love your order. If something isn't right, we're here to help. Please read our policy below to see what's covered and how to make a claim.
Reporting Window Please report any issue within 30 days of delivery (or, for orders that never arrive, within the delay windows listed below). Claims made after this window may not be eligible.
What's Covered We'll offer a replacement or refund in the following cases:
- Damaged items — the product arrives broken or damaged.
- Defective items — the product doesn't work or function as intended.
- Wrong items — you received the incorrect product, size, or color.
- Missing items — part of your order is missing.
- Non-delivery — your order doesn't arrive within the expected timeframe.
Note: if the outer packaging is damaged but the product inside is intact and works, we're unable to offer a refund for that.
Evidence We'll Need To process a claim quickly, please send us:
- Clear photos or a short video showing the issue (e.g., the defect or damage).
- For wrong/missing items: a photo of what you received, the packaging, and the shipping label.
- Your order number.
Delayed or Lost Orders If tracking shows no movement or your order hasn't arrived, you may be eligible for a refund or replacement once it passes:
- 45 days for U.S. orders
- 60 days for most international orders
- 110 days for Brazil
If tracking shows the order was delivered but you didn't receive it, we may ask for a non-delivery confirmation from the carrier.
Cancellations Need to cancel? Contact us as soon as possible. We can usually cancel and fully refund an order before it enters processing. Once an order has been processed or shipped, it can no longer be canceled.
Returns Due to the way our items are fulfilled, we typically don't require you to ship the item back — in most approved cases you can keep the product. If a return is ever needed, we'll provide instructions and an address.
Refund Method & Timing Approved refunds are issued to your original payment method. Once approved, please allow 5–10 business days for the funds to appear, depending on your bank or payment provider.
How to Make a Claim Email us at eclatparis.support@gmail.com with your order number and the evidence above. We'll get back to you and make it right.