PRODUCTS

The website caandlou.com does not sell products which are used, defective or inferior to market standards.
– We draw the Customer’s attention to the fact that the photographs illustrating our products may differ slightly from reality due to the Customer’s screen settings and the lighting when the photo shoot took place.
Furthermore, as these are artisanal creations, the items may have irregularities in finish or differences in format and/or colors, all of which are inherent to this type of production and cannot be considered to be major defects. – The photographs, graphics and descriptions of the products offered for sale are purely indicative and not binding upon the company CA&LOU. Customers may obtain further information by contacting CA&LOU customer service team.

SHIPMENT & DELIVERY

CA&LOU delivers parcels all over the world via UPS. According to the current international regulations of commerce, there will be an official invoice inside the parcel, along with the merchandise. The invoice will carry the total amount of the purchased merchandise in the same currency of the original order. Also the invoice will show the amount of each item purchased.
Available items
Orders made of available items, upon confirmation of their availability and check of the bank transaction, will be processed the next two working day of the order’s placement.
The amount of the transactions made by credit cards will be settled only when processing the order.
If the payment method chosen is bank transfer, the order will be tendered to the carrier only after the payment is confirmed and validated on our bank account.
Please note that during seasonal sales and promotional sales, delay may occur in the order’s processing.
Pre-orderable items
CA&LOU will process orders with pre-orderable items after the merchandise is delivered and available in stock. Orders made by credit card will be invoiced the day after the order’s placement, or the next working day, although the merchandise will be later shipped.
On regards of orders to be paid by bank transfer, payment is due within 48 working hours from the order’s placement. Delivery deadlines shown online reflect the delivery windows provided and confirmed by the suppliers.
Please note that is highly forbidden to declare lower amounts than the amount originally paid on the invoice; also it is forbidden to declare items as gifts.
Delivery time
CA&LOU processes orders in Italy, Milan from Monday through Friday. CA&LOU processes orders the day after the order’s placement, or the next available working day. Orders placed from Friday to Sunday will be processed the following Monday.
CA&LOU ships all over the world via UPS. CA&LOU cannot be accountable for delays of the shipments due to meteorological conditions, customs inspections and other circumstances that are irrelevant to CA&LOU control.
Delivery for shipments addressed to Italy takes 1-2 working days.
Delivery for shipments addressed to European Union takes 3-4 working days.
Delivery for shipments addressed to the rest of the world takes 5-6 working days.
Shipping costs
Shipping costs for each specific geographic area are listed below.
Please note that in case that, for any reason, customer refuses the delivery of the parcel, shipping costs and import duty fees related to the automatic return of the parcel to the sender will be charged to the customer.
This amount will be deducted from the total amount of the order to be refunded.
ITALY
Shipping costs: €8
EUROPEAN COUNTRIES
Shipping costs: €20
Countries included: member countries of the EU – Austria, Belgium, Bulgaria, Cyprus, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Latvia, Lithuania, Luxembourg, Malta, The Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, United Kingdom; Andorra, Iceland, Jersey, Liechtenstein, Norway – and Switzerland. Please note that Swiss customers are to take care of any duty and tax fees. Customers will correspond this amount to the carrier, according to the process recommended by the carrier itself..
REST OF THE WORLD
Shipping costs: €30
Please note that customers are to take care of any duty and tax fees. Customers will correspond this amount to the carrier, according to the process recommended by the carrier itself.
Shipment tracking
When the order will be tendered to the courier, customers receive an email from UPS  providing the tracking number (AWB) related to the order.
To monitor the status of your order, customers may visit UPS official https://www.ups.com/content/it/it/index.jsx and insert the given AWB number in the specific area “Track Your Shipment”.
Delivery
At delivery time, customer are kindly invited to carefully inspect the parcel before signing and confirming the completed delivery of the same.
CA&LOU carefully seals parcels with a customized adhesive tape with the logo of CA&LOU.
In case the customer receives a parcel that has been opened by Customs or by the Carrier for authorized inspections, the parcel will be closed with a guarantee seal by the specific body.
If the parcel appears damaged, or the adhesive tape not intact, customer is kindly invited to sign the delivery of the parcel with the note “Received unchecked”, or to refuse the delivery of the parcel. In case the parcel will not result untouched, customers is kindly invited to open a claim with the local UPS office and promptly contact CA&LOU at the e-mail address customerservice@caandlou.com
If the parcel is not intact, and the customer signs the delivery without the note “Received unchecked”, delivery will be deemed automatically accepted and consequently CA&LOU will not accept any related claim.
Failed delivery
By placing an order, customers establish a commercial relationship with CA&LOU and commit to accept delivery of the parcel related to the order placed. If the parcel cannot be delivered to the given shipping address due to causes ascribable to the absent cooperation of the customer (wrong or incorrect phone number, wrong or incorrect shipping address, absent receiver), or if the customer refuses to collect the parcel, the parcel will be returned to the sender CA&LOU in Italy at customer’s expense. The expense includes shipping costs and any duty and tax fees; the amount will be deducted from the total amount of the order to be refunded.
Warning for shipments to the Russian Federation (Russia)
CA&LOU informs that it is not allowed to send jewelry and fashion jewelry to the Russian Federation.

 

RETURNS AND EXCHANGE

For any reason, customers can return the order, entirely or partially. Items can be returned for a size/color exchange or for refund within 14 days from delivery of the parcel. Items must be returned in the same original conditions, neatly packed and with the return tag still attached.
If customers wish to return an item, they are to contact the Customer Service staff at:
customerservice@caandlou.com
And request a return authorization number (RAN). The written request will have to include the order number, the code of the item(s) to be returned and the reason of return: refund or size/color exchange.
After submitting such request to the Customer Service, customers will receive an email containing the return authorization number (RAN) and the detailed instructions to be followed in order to complete the return. Customers are to write the given RAN on the return tag attached to the item(s) and on the copy of the invoice which is to be put in the box. Customer is kindly invited to accurately follow the return instructions.
Customer can choose between the following options of compensation:

Refund
In case customer requests the refund of the item(s) returned, credit note will be issued the same day the parcel is returned to our warehouse, and only after the quality check on the item(s).
For orders made by credit card, the amount to be refunded will be visible on the next bank statement of the card. The time of processing may vary depending on the issuing company of the credit card, this time generally takes up to 20 working days.
Refund of orders made by bank transfer will be completed on the original bank account within 48 working hours from the delivery of the returned parcel, and only after receiving the bank details from customers. Possible difference in the refunded amount may depend on variations of the currency exchange rate and will not be refunded.
Terms and Conditions of return
The return is at charge of the customer.
Customer is kindly invited to carefully follow the return policy of CA&LOU, briefly summed up below.
Item(s) must be returned in its(their) original conditions, neatly packed and with the return tag still attached.
The returned item(s) should have not been worn or altered. The item(s) must be returned in perfect conditions and should not show any use signs.
Item(s) must be returned with its (their) original tag, wrapping and other accessories (dust bag and covers, etc.) received in the box. In case of defective item, or incorrect item following a mistake attributed to CA&LOU, customer is kindly asked to follow the same return instructions.
Returns will have to be packed in the same box sent by CA&LOU, and should have a copy of the invoice inside.
Shipping costs are always charged to customer. Any duty and tax related to the import of the box are always at the customer’s expense.
Return authorized by CA&LOU must be shipped from the same shipping country CA&LOU sent the parcel to.
You can use any courier for the return but the shipment must be traceable.
CA&LOU reserves the right not to accept returns if customer tenders the box to a different carrier and in case the delivery of the parcel entails extra costs for CA&LOU or involves the collection to one of the carrier’s branches.
CA&LOU reserves the right to refuse returns that have not been properly authorized or sent not in accordance with the return policy of CA&LOU. In these cases, CA&LOU can return the box to the sender at the original shipping address.

 

PAYMENT METHODS

CA&LOU accepts the following payment methods:
CREDIT CARD

Data of the credit card will be sent to the online banking protected system. CA&LOU accepts payment through the following networks: Visa, Mastercard.

Security of the Credit Card:
In order to receive further protection on e-commerce transactions, CA&LOU suggests activating the PIN codes of security given by Verified by Visa and SecureCode by Mastercard. For further information, CA&LOU invites customers to visit the websites www.visa.com and www.mastercard.com.

Charge of credit card:
If funds are sufficient and data correctly inserted, the transaction will be automatically authorized.
Customer will then receive an email of the order confirmation.
The amount authorized is temporarily blocked on deposit as a request of payment; the amount is then settled the following working day, while processing the order (shipment of the order or deposit invoice for pre-orders).
BANK TRANSFER

By clicking on bank transfer as payment method, customer automatically receives the order confirmation. In the order confirmation, customers are able to find all the necessary information (bank details, etc.) to complete the payment to CA&LOU bank account.
Payment must be completed and confirmed within 48 working hours from the order placement. Customers are kindly asked to send proof of payment via email info@caandlou.com CA&LOU reserves the right to cancel orders whose proof of payment was not sent after the allowed 48 hours. Please note that bank fees are at charge of the customer.
Order will be processed the same day the payment is received on the bank account of CA&LOU.

In order to proceed with the bank transfer, here are the bank details:
NERILUX SRL
IBAN: IT56W0623001627000044687615
SWIFT: CRPPIT2P227

 

PAYPAL
You can choose to pay with your already registered PayPal account.

 

PRICES AND CURRENCIES
The prices shown are quoted in Euros, including VAT 22 %, excluding shipping costs.

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