COCOA SET

WAS I CHARGED TWICE?

• Your credit card will only be charged once after your order ships. If you just placed your order, what you are seeing on your bank account is an authorization. This is a common bank practice handling credit card transactions to ensure sufficient funds and account authenticity. This authorization will clear (depending on your bank, usually within (48-72 hours). If you need help speeding up the process, you can contact the issuing bank of your credit card. Please only click the “Place Order” button once to avoid multiple authorizations.

WHY DID I GET AN ERROR WHILE ADDING MY INFO?

• If you are receiving an error message, there may be a problem with your credit card information, billing or shipping address. The billing address should match exactly what your bank has on file. Please review all information closely and look for any typos. Also, try re-formatting the names and addresses in your billing information (this often solves the issue).

MY ORDER WON'T GO THROUGH. CAN YOU HELP ME?

• If you’re still receiving an error message after reviewing your credit card information, billing and shipping address, make sure you’re using the latest version of your web browser.
• Please only click the “Place Order” button once to avoid multiple authorizations.
• If you continue to receive error messages, please contact.

CAN I CHANGE OR CANCEL MY ORDER?

• We are unable to cancel orders once placed. If you need to make a size modification please email us immediately. We generally process orders in stock items immediately, and once our warehouse has processed your order, we will be unable to make any changes.

CAN I ADD ON TO AN ORDER?

• Unfortunately we cannot add items to an existing order. Please place a new order for the item and email us. We’ll be happy to waive shipping on this additional order if it was placed within 24 hours of the original order.

HOW CAN I FIGURE OUT THE CORRECT SIZE TO BUY?

• Please see our Size Chart for general information on sizing located on the product page. If you still have specific questions about a fit of an item or measurement guidelines, please email us. 

HOW OFTEN DO YOU RESTOCK?

• New items can sell out quickly, but we may get more soon! Please contact us by email so we can further assist you. 

DO YOU OFFER RETURNS OR EXCHANGES?

• Due to the ongoing COVID-19 pandemic, we are NOT accepting any returns NOR exchanges.

WHEN WILL MY ORDER SHIP?

• Most orders ship within 5 business days of purchase. Shipping times may vary due to availability of merchandise. Orders are not shipped on the weekends or holidays. Items purchased with discount codes ship within 2 weeks from purchase date. Please notate that delayed shipping times will be indicated in the product description.
• Sale items are not combinable with any other codes or discounts. Orders that have used codes will null and void free item.

WHERE IS MY ORDER CONFIRMATION?

• As soon as your order ships, you will receive an email confirmation to the email address you entered on your order. If for some reason, you did not receive an email, please check your spam folder and add us to your safe sender's list.

WHY WAS MY ORDER CANCELLED?

• Due to an unforeseen event, the item you ordered suddenly became out of stock and is no longer available. We promise these cases are rare. However, if an item in your order does become unavailable, you will be contacted within 24 to 48 hours about the cancellation. If your order contains additional items, these items will still be shipped to you and the unavailable item will be removed from your order. In any event if the customer decides to cancel order before it is shipped please allow 48 hours for customer care to cancel and process any refunds. If your order comes through our system as potentially fraudulent or fraudulent, it will be cancelled IMMEDIATELY. If you purchase on our website with a fraudulent card, you will be reported to your local authorities and sent to collections for the amount that was charged. 

WILL I HAVE TO PAY TAXES & DUTIES?

• Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. The general amount for the duties and taxes fee is 20% of the dollar amount of the merchandise. However, this is just a general guideline and may vary depending on the country to which the order was shipped. You should contact your customs office for specific amounts and percentages.
• We cannot control and are not responsible for any duties/taxes applied to your package. You will be responsible for paying additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information. Note, in rare occasions custom agents may delay delivery of some packages.
• By law, we must declare all items at their full price and cannot alter this amount to decrease international custom fees.
• If you refuse a shipment from Kleaux Kouture, you are responsible for the original shipping charges, any import fees, duties and/or taxes that are incurred on the package, and the cost of returning the package to Kleaux Kouture. This amount will be deducted from your merchandise refund. In the instance that the return fee exceeds the amount of the merchandise plus shipping costs, the package will be abandoned and you will not be refunded.

MODEL DETAILS

KLEAUX

• Height - 5’1
• Weight - 130
• Bust - 34
• Waist - 25
• Hips - 38
• Bra Size - 34DD
• Size - Small in most clothing (please refer to the description of the item)
• Jeans - Size 3, 5

JAS

• Height - 5’3
• Weight - 155
• Bust - 34
• Waist - 28
• Hips - 42
• Bra Size - 34C
• Size - Small in most clothing (please refer to the description of the item)
• Jeans - 7,9

 

WHILE WE TRY TO GET ALL ORDERS SHIPPED AS QUICKLY AS POSSIBLE SOMETIMES ORDERS INCUR DELAYS

To ensure that your package is properly delivered and that you receive your package within the time frames we advertise, please make sure that your address is entered correctly and includes all relevant and/or required information. The use of correct abbreviations, street numbers, building or apartment numbers, and route information (if applicable) is critical for ensuring timely delivery. We do not take responsibility for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect or incorrectly entered at the time of purchase.

WHEN WILL MY ORDER SHIP?

• All orders are subject to processing time that is separate from the time it takes for a shipment to reach its destination once it has been picked up from our facilities by the carrier. All orders are processed in the order in which they are received. Depending on a number of factors, domestic and international orders may take up to 3 business days (excluding Saturdays, Sundays, and Holidays) to process.
• After your payment is authorized and verified, standard orders can still take 3 business days to process. This is just an estimate and doesn't include weekends or holidays.
• Orders placed on weekends from Friday after 3pm-Sunday will process on Monday.

HOW MUCH IS SHIPPING?

• Shipping cost is automatically calculated at checkout before submitting your payment information. Shipping fees are non-refundable. If you refuse any shipments from kleauxkouture.com, you will be held responsible for the original shipping charges, plus the cost of returning the package to us. This amount will be deducted from any credit issued.

HOW LONG IS SHIPPING?

• WE SHIP BY USPS MAIL. ALL SHIPMENTS INCLUDE TRACKING.
• Once your order has been shipped, below are the estimated times of arrival. Please note arrival times may take longer during holidays depending on the efficiency of your local post office. Once your package has shipped from our facilities please use the USPS tracking tool or contact USPS CUSTOMER SERVICE FOR TRACKING UPDATES: 1-800-275-8777.

U.S. Orders:

• USPS Priority: 2-3 days (does not include Sunday) insured
• USPS First Class: 2-5 days (does not include Sunday) not insured
• USPS Express Mail: 1-2 days (does not include Sunday) insured

International Orders:

• USPS Priority international mail (7-14 business days) insured

2021 U.S. HOLIDAYS
January 1
New Year’s Day
January 18
Martin Luther King Jr. birthday
February 15
Washington’s Birthday (observed)
May 31
Memorial Day
July 4/5
Independence Day
September 6
Labor Day
October 11
Columbus Day
November 11
Veterans Day (observed)
November 25
Thanksgiving Day
December 25
Christmas Day

HOW CAN I TRACK MY ORDER?

• When your order is placed, you will receive an automatic confirmation email or text (depends on the notification method chosen at checkout). Your order will process, and when it's ready to leave our facilities you will receive a second email with tracking information for your shipment.
• The message will include your order details and tracking number. Please click the blue view my order button to follow the progress of your shipment.

Note: Receiving a shipping confirmation email does not necessarily mean that the carrier has picked up your package from our facilities. Tracking can take up to 48 hrs to update in the USPS system. Please use the USPS tracking feature to determine when your package is picked up, in transit, and delivered to your door.

I PLACED AN ORDER BUT DID NOT RECEIVE A CONFIRMATION?

• After your order is placed, an order confirmation email or text is automatically sent. If you have not received a confirmation within 10 minutes of placing your order please email info@kleauxkouture.com or give us a call at 1-504-541-2900.

DO YOU REFUND SHIPPING FEES?

• Shipping fees are non-refundable unless you have received a damaged item and would like to return it. To report a damaged item, please use the following process before returning:
• Take a photo of the item which clearly displays the damage and email the photo to our Customer Care team info@kleauxkouture.com along with a description of the damaged item and your order number.
• Once we receive your email and assess the damage, we will be in contact with you to determine the needed outcome.

MY PACKAGE IS SAYING DELIVERED BUT I DON'T SEE IT.

• If you are experiencing a non-delivery or your tracking information states that your package was delivered by the carrier but you have not received it; you must contact us within 3 business days.
• We will assist you in working with the carrier to complete the claims process. Please note: Claims can take up to 30 days to complete.

Kleaux Kouture does not hold or accept responsibility for packages that have been reported as delivered by the carrier. We do not issue refunds or credits for packages that the carrier confirms as being delivered.

MY ORDER SAYS SHIPPED, WHY DID I RECEIVE A REFUND?

• If your order includes multiple items and one (or more) of the items are out of stock: we will go ahead and ship the rest of your order. We will issue a refund to your original form of payment for the item(s), not in stock.

We thank you and truly appreciate your business #kleauxjewel!