Welcome to the c+i Support Center!
Phone and Email
Monday - Friday 9am - 8pm EST
Phone and Email
Monday - Friday 9am - 8pm EST
Frequently Asked Questions
How do I place an order?
Ordering is easy. You can order through any of the following channels:
Merchandiser Direct - Shop via your exclusive Chloe + Isabel Merchandiser
Web - Online 24/7 at www.chloeandisabel.com
View products you wish to purchase on our website under “shop” in the navigation bar. Once you find product(s) that you would like to purchase complete our selection and check out process:
Select the product by clicking on the image and “add to cart”
Once the product is in your shopping cart, you can continue shopping or check out and buy the product
To check out and place your order, simply follow these steps:
- Click "Cart" in the top right corner of the page.
- Click "View Cart" to review the items in your cart, as well as tax and shipping costs.
- Click "Proceed to Checkout."
- Either confirm your merchandiser or select a new one by clicking "Select a Merchandiser," then entering their name and selecting them from the drop-down menu that appears. Then click "Confirm + Continue."
- Enter your shipping address and click "Continue."
- Enter your payment information and click "Continue."
- If you have a promotion code, click "Add a Promotion Code" in the "Payment Details" section. Enter the code and click "Apply."
- Review your order total and place your order!
How can I attend a C+I event or Pop-up Shop?
Contact your Merchandiser to find out when the next event or Pop-up Shop is scheduled. If you're interested in hosting an event or Pop-up Shop (you can earn free jewelry just by hosting), notify our Customer Care team and we'll connect you with a Merchandiser in your area.
Are all items available?
We try to ensure that products listed on our site and are always in stock so that we can ship them to you immediately. In the rare circumstance that a purchased item is on backorder, it will not appear on the website. Once the item does come back into stock, it will appear on the website.
Can I cancel or change an order?
No. Orders are not held before being sent to our fulfillment center, at which point they cannot be adjusted. If you feel you have made an error in placing your order, please call Customer Care immediately and we will do our best to contact our fulfillment center to make changes. However, please note that due to system constraints we cannot guarantee that the order can be changed or canceled.
What payment methods are accepted?
Chloe + Isabel proudly accepts Visa, Mastercard, American Express, and Discover.
How do I find the status of my order?
Upon successfully placing your order, you will receive a confirmation email. If you do not receive a confirmation email, please contact Customer Care by email or phone. Once your order is processed and shipped, you will receive a second email confirming shipment of your order.
The item that I want is out of stock. What do I do now?
Chloe + Isabel takes pride in ensuring our products are always in stock. In the unfortunate instance a product is unavailable and on back order, you will not be able to buy the item. In the rare circumstance that a purchased item does end up on backorder, you will be notified and that item will be cancelled off your order. If an item is out of stock and not on back order, you will not be able to purchase that item as it will not appear as available on the website. If the item is in extended delivery the expected shipping date will be noted on the product page of the item.
Do you allow back orders?
From time to time Chloe + Isabel may allow back orders for items that have a guaranteed replenishment date. If you purchase a back ordered item, your item will then be shipped to you when it is back in stock.
Shipping & Delivery
What is Premium Standard Shipping?
Q: What is Premium Standard Shipping?
A: c+i is introducing a new shipping tier, called Premium Standard Shipping. This affordable shipping alternative provides a shorter delivery window than our previously known ‘Standard Shipping’ option (now called Economy Standard).
Q: How long does the new Premium Standard Shipping option take?
A: The new Premium Standard Shipping option takes 3-5 business days for customers within the greater 48 states.
Q: Does the rollout of Premium Standard Shipping affect the previous ‘Standard Shipping’ tier?
A: With the rollout of Premium Standard Shipping, we’ve renamed our ‘Standard Shipping’ option to Economy Standard. Otherwise, there’s no other change to Economy Standard.
Q: Can US Territories take advantage of the new Premium Standard Shipping option?
A: No, we’re afraid that this option is not available for US Territories.
Q: Can Alaska + Hawaii take advantage of the new Premium Standard Shipping option?
A: Yes! This option is available to all US states, including Alaska + Hawaii. However, please note that Alaska + Hawaii will have a longer delivery window.
Q: Will the new Premium Standard Shipping option be available for business supplies?
A: Yes! This new option is available for orders with and without business supplies.
Q: Is free shipping an option for the new Premium Standard Shipping option?
A: No, free shipping is not available with this new option. It is still available for Standard Shipping for Passport Rewards members.
Q: Is this new shipping option available for customers and Merchandisers?
A: Yes! This new option is available for all Merchandisers and customers in the US. Please note, that this option is NOT available for US Territories.
Q: Is Premium Standard Shipping available for Starter Kits?
A: No, Premium Standard Shipping is not available for Starter Kit orders.
Q: Is Premium Standard Shipping available for orders that contain “hazardous” material?
A: Yes, Premium Standard Shipping is available for orders that contain “hazardous” material. Please note however, that it is NOT available for orders that contain only “hazardous” materials.
Q: Have there been any additional changes to our shipping tiers?
A: The majority of our shipping rates have not changed, though there is a slight adjustment to some UPS Second Day orders. However, our rates remain highly competitive.
What is the Chloe + Isabel shipping policy?
Chloe + Isabel offers members of our Passport Rewards loyalty program complimentary free shipping on all US or APO/FPO/DPO standard customer orders over $100 (excluding sales tax and shipping fees). For all other customer orders, including Passport Rewards orders under $100, that ship within the US or to APO/FPO/DPO addresses, we charge a flat shipping rate of $5.95* for standard shipping. For orders under $100 that are shipping to the US Territories, we charge a flat shipping rate of $9.95* for standard shipping.
For Merchandiser Business Supplies** shipping within the US or to APO/FPO/DPO addresses, we charge the following:
- Up to 2 Business Supplies - $7.95
- 3 or more Business Supplies - $11.95
For Merchandiser Business Supplies** shipping to US Territories, we charge the following:
- Up to 2 Business Supplies - $12.95
- 3 or more Business Supplies - $16.95
- Starter Kits - $12.95
**Business supplies include, but may not be limited to, anything found under the Business Supplies section on the Chloe + Isabel website such as lookbooks, tote bags, jewelry rolls, cases, order forms, wish lists + more. Please note that business supplies typically ship separately from jewelry orders to our Merchandisers.
*Sales tax may be applied to all merchandise and services (e.g. gift boxes, shipping, etc) in select states.
Expedited shipping may be available with your order upon check-out, depending on your product selection.
Special Shipping Guidelines
Beauty products including Chloe + Isabel's liquid lipstick product are not considered hazardous materials and as such do not fall under hazmat restrictions with our carriers. Liquid lipstick will ship with jewelry items. Fragrance products are considered hazardous materials and cannot currently be shipped to Hawaii, Alaska, US Territories, or to APO/FPO/DPO.
Can I expedite my shipping?
Expedited Shipping Cutoff Schedule
In order to ensure receipt of your items when you need them, please be aware of our weekday cutoff times for expedited shipping:
- Overnight orders must be submitted by 1:00 PM, EST to ensure overnight delivery
- Two-day orders must be submitted by 1:00 PM, EST to ensure two-day delivery
Please note that expediting shipping options to do not include Saturday delivery.
How much is expedited shipping?
The following shipping options are available when you complete checkout. Expedited orders placed before 1 PM Eastern Time on a business day will be shipped out the same day. All other orders will be shipped out the following business day.
Expedited Shipping Charges
Order Total Shipping Fee $0.01 - $49.99 $19.95 $50.00 - $99.99 $25.95 $100.00 - $249.99 $25.95 $250.00 - $749.99 $29.95 $750.00 - $1249.00 $34.95 $1250 or more $39.95
Order Total Shipping Fee $0.01 - $49.99 $9.95 $50.00 - $99.99 $15.95 $100.00 - $249.99 $15.95 $250.00 - $749.99 $21.95 $750.00 - $1249.00 $24.95 $1250 or more $27.95
Saturday delivery is not available and delivery to Alaska and Hawaii may be subject to an expedited shipment premium fee. We are unable to ship expedited shipments to P.O. Boxes, military addresses (APO, FPO), or US territories.
*Sales tax applied to all merchandise and services (e.g. gift boxes, shipping, etc) in select states.
How long will it take for me to receive my order?
Orders should take approximately 5-7 business days on average to arrive for standard deliveries, barring any carrier delays. Expedited shipments will take approximately 1-2 business days to arrive. Expedited shipping is not currently available for APO/FPO/DPO addresses or US Territories. You can track your order by going to My Orders and clicking on the tracking link provided. *For shipments to US Territories and APO/FPO/DPO addresses, the standard shipping time frame is approximately 6-12 business days.
Note: Due to the high volume of orders made during our peak holiday period, customers may experience longer than average delivery times.
Can I change my shipping address?
If you’ve just finished placing your order, contact our Customer Care Team immediately by phone and we will attempt to update your order with the new shipping address. Unfortunately, we are unable to guarantee address changes after an order is placed but we wil make every effort to accommodate your request.
If more than 15 minutes has passed chances are your order has already been processed by our fulfillment center. In any case, contact us and we will do our best to make sure you receive your shipment to the correct shipping address. Change requests on Saturday and Sunday cannot be accommodated.
Do you ship to PO Boxes or Military APO/FPO addresses?
Yes we do! You can ship to PO Boxes, APO/FPO/DPO addresses, and the following US Territories: Puerto Rico, Guam, Northern Mariana Islands, American Samoa and US Virgin Islands.
*At this time we cannot expedite shipping to US Territories or APO/FPO/DPO addresses.
Where does Chloe + Isabel product ship from?
All of our products ship from our fulfillment center in Indianapolis, Indiana via the USPS or UPS.
Find a Missing Package That Shows as Delivered
Please contact our Support team if a package is showing as delivered and you do not have the package.
While Chloe + Isabel does not take any responsibility for lost or stolen packages, we will take every measure possible to aid in the recovery of a stolen/lost package and assist with filing any claims with our carriers.
Here are a few steps we would like you to take if you believe that your package was lost or stolen:
Verify the shipping address
Look for a notice of attempted delivery
Look around the delivery location for your package
See if someone else accepted the delivery
Some packages travel through multiple carriers; check your mailbox or wherever else you receive mail
Wait 24 hours - in rare cases packages may say delivered up to 24 hours prior to arrival
Note: If you believe your package has been stolen, please contact us
Returns & Exchanges
What is your return policy?
We’re confident you’ll fall head-over-heels for your new c+i jewelry! However, if by chance you’re not completely satisfied with your purchase, we’ll be happy to help.
Chloe + Isabel accepts the return of unworn merchandise in salable condition within 90 days of the original ship date.
Merchandise must be accompanied by original proof of purchase and must be in its original packaging.
Returns received within 30 days of the ship date are eligible for a refund in the form of cash or store credit.
Returns received after 30 days and within 90 days of the ship date are eligible for refund in the form of store credit only.
Returns cannot be accepted on items received more than 90 days after the original ship date.
Merchandise purchased with store credit is eligible for refund in the form of store credit only. (When all store credit used has been refunded, any cash used can be refunded).
Shipping charges are non-refundable.
E-gift cards, fragrance, beauty products, sale merchandise, merchandiser incentive rewards, host rewards, merchandise purchased with reward credit, gift boxing, and other similar items are final sale and not eligible for return or exchange.
Gift Boxing and applicable sales tax are final sale and not eligible for refunds.
- Return shipping fees from US Territories are at your own expense. Returns form US Territories are required to follow the instructions provided in the return slip generation process by printing out their return slip and using their own shipping label to ship the return directly to our warehouse via the following address:
Chloe + Isabel
0-155 44th St. S.W.
Grandville, MI 49418
E-gift cards, fragrance, beauty products, sale merchandise, Merchandiser incentive rewards, host rewards, merchandise purchased with reward credit, gift boxing, and other similar items are not eligible for return. Sale items are eligible for replacement only. Please contact our Support Team with any questions you may have regarding our Final Sale policy.
Special Starter Kit Information
Chloe + Isabel will accept the return of Merchandiser Starter Kits within 30 days of your acceptance of the Merchandiser Terms + Conditions.
Returns will be processed in the form of a refund for the items that are returned in salable condition.
In order to receive a full refund, all items from the Merchandiser Starter Kit, including marketing materials and business supplies, must be received in salable condition within 30 days of the original shipment date of the starter kit. Damaged items are not eligible for return.
Seasonal Items Replacement Guarantee
- Chloe + Isabel will accept returns of the following seasonal Summer 2016 merchandise for replacement due to manufacturer’s defect in materials or workmanship while seasonal quantities remain available: H017, H018, PH001, PH002, SC001, SC002, HA001, SU002TO, SU001BK, SU003NY, TW001, TW002, BA006, BA001
- If sufficient inventory no longer exists to replace an item, a refund will be processed in the form of a store credit.
The Seasonal Items Replacement Guarantee does not cover merchandise that is lost or damaged as a result of normal “wear and tear.”
Our warranty does not cover damage caused by misuse, accident, wear and tear or neglect, or conditions arising from alteration, service or repair performed by a third party.
Replacements must be handled directly through Chloe + Isabel and not through your Merchandiser.
Merchandise must be accompanied by original proof of purchase, and must have been purchased directly through an authorized Chloe + Isabel Merchandiser or our website, https://www.chloeandisabel.com
How do I create a return?
For domestic, APO/FPO/DPO, and US terrirtories:
We understand your business is only as good as our products and will ensure that your customers are 100% satisfied. If for any reason you are not satisfied with your order, you can return your item(s) to us byfollowing the below instructions:
- Sign in to your C+I c Account by clicking on “Sign in” from the home page
- Access your account by clicking My Account
- Choose the order you wish to return something from, select “Return Items”
- Select Items > Choose “Quantity to Return”
- Return Reasons > Select “Reason” for return
- Options > Select amongst available options: refund, credit or replacement
- Print & Ship > Select Print Return and Shipping Label
- Print & Ship > Place packing slip in the box with your returned item(s) and tape the shipping label on top of the box (be sure to cover any other former shipping labels)
Take your return package to any United States Postal Service (USPS) location or hand it off to a USPS carrier and we’ll take it from there!
*Return shipping fees from US Territories are at your own expense. Returns from US Territories are required follow the instructions provided in the return slip generation process by printing out their return slip and using their own shipping label to ship the return directly to our warehouse via the following address:
Chloe + Isabel
O-155 44th St. S.W.
Grandville, MI 49418
*c+i Merchandisers – find detailed step-by-step instructions for customer returns by logging into your Merchandiser Account in the Resource Center.
Once your return is received at our processing center, your refund will be processed and a credit will automatically be applied to your credit card within 7 business days.
Please note that depending on your credit card company, it may take an additional 2-10 business days after your credit is applied for it to post to your account. If you choose store credit, your credits will be applied as soon as the return is processed.
For replacements, they will be automatically shipped back to you.
How do I pack my return?
The box that the items were originally shipped in can be reused if the sizing is appropriate. Simply apply the shipping label emailed to you, and include the packing slip. Then take it to your local post office and we’ll take it from there. Please contact us Customer Care with any questions or concerns.
Do you accept exchanges?
Our fulfillment center is not currently set up to process exchanges for different items. If you wish to exchange one item for another, you can return the item for store credit and use that to purchase a new item. Please note that this will be considered a new purchase so shipping fees may apply.
I would like to return a gift that was sent to me. How do I do that?
Please follow our return instructions located in these FAQs. You will need to have the order number associated with the gift, and the email of the sender. If you have any questions, please contact us at: firstname.lastname@example.org for further assistance.
How long do I have to process a refund and still be eligible for a full refund?
The item must be received by our warehouse within 30 days from the time of shipment. Please allow 2-3 business days for the shipment to arrive once you send it back. In order to ensure that your return falls within the 30-day window, include in your email all necessary information, including your order number, item numbers or descriptions, the reason for returns, and request for the refund, credit, or replacement. This way we can immediately reply to you with your packing slip and return label.
I purchased product from a website other than chloeandisabel.com. Does the Return Policy still apply?
Unfortunately, products purchased from a partner website are subject to that company's return policy. We're confident that you'll love your jewelry regardless of where you purchase it from, but if you do buy something from a website other than chloeandisabel.com, make sure to review their return policy prior to purchase.
Lifetime Replacement Guarantee
What is your lifetime guarantee?
Quality is a beautiful thing! We are confident that our products will be of the utmost quality and will last a lifetime. So at Chloe + Isabel we offer a Lifetime Replacement Guarantee.
If you ever experience a defect with one of your Chloe + Isabel pieces, we will replace it at no cost to you. Important points about our Lifetime Replacement Guarantee:
- Jewelry may be returned for replacement due to a manufacturer’s defect in materials or workmanship.
- Lifetime Replacement Guarantee does not cover lost jewelry or damage resulting from normal “wear and tear.”
- All Chloe + Isabel watches are covered by our Lifetime Replacement Guarantee on materials and workmanship, with the exception of battery replacement more than 18 months after the date of original purchase.
- Our Lifetime Replacement Guarantee does not cover damage caused by misuse, accident, wear and tear or neglect, or conditions arising from alteration, service or repair performed by a third party.
- If sufficient inventory no longer exists to replace an item, a refund will be processed in the form of a store credit.
- Replacements must be handled directly through Chloe + Isabel and not through your Merchandiser.
- Pieces purchased from retailers or websites other than the Chloe + Isabel website are subject to the separate policies of that other retailer or website; however, we will do our best to coordinate with that other retailer or website to provide you with a replacement.
Who designs Chloe + Isabel products?
All of our products are designed by our in-house New York design team, which has over 35 years experience from the top fashion houses. Our jewelry is produced at the world’s most well-known fashion jewelry manufacturer, who also creates fashion jewelry for brands such as: Neiman Marcus, Barney’s and Bergdorf Goodman.
What materials are used in C + I jewelry?
We use the highest of quality materials in all of our creations. Each piece of jewelry goes through a rigorous quality control process. Our jewelry is hand-crafted, nickel-free, hypo-allergenic, lead-safe, and complies with the highest of standards. We use brass and other base metals for all of our jewelry. For some styles we also use semi-precious stones among other sparkly and beautiful materials such as Czech crystals, resin, glass, thread, fabric, and pearls. Our jewelry includes surgical steel posts on earrings, 2” extenders on necklaces and signature C+I branded closures.
What is the best way to care for my jewelry?
Lightly polish each piece of jewelry after you wear it with a soft cotton cloth. For rings, try to remove them when you wash your hands that way the plating will not wear off. Store your jewelry in the pouch you received to protect it from getting scratched and keep the pouch in a sealed plastic baggie. Do not shower or go swimming with your jewelry.
What is the best way to care for suede leather?
Suede is a luxury material. To maintain its soft texture, treat with a protective spray + brush regularly with a suede brush. Keep safe + sound in your c+i dust bag when not in use!
What if my jewelry gets damaged during wear?
Please see our Lifetime Replacement Guarantee.
How do I create an account?
To create an account, you must have a valid email address. Please go to: https://www.chloeandisabel.com/users/sign_up to create your account.
I forgot my account password, what do I do?
To retrieve your password or log in information, go to: https://www.chloeandisabel.com/users/password/new or call the Customer Care Team at (866) 488-6505.
How do I sign up for the C+I newsletter to receive exclusive discounts, news, and tidbits from the company?
Sign up here: C+I Newsletter to be added to our mailing list.
How do I unsubscribe from your mailing list?
Each email that is sent to customers will have an Unsubscribe option at the bottom of the email. Please follow this link to remove yourself from the mailing list. If this link is not available for any reason, please email customer care.
How is payment collected and what is an authorization hold?
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. An authorization holds this balance as unavailable either until the merchant clears the transaction (also called settlement), or the hold "falls off." Card authorization holds can fall off the account (thus rendering the balance available again) anywhere from 1–5 days after the transaction date depending on the bank's policy.
If you would like help in speeding up the process, you can contact the issuing bank of your credit card directly. The authorization does not represent the final settled charge to a transaction.
What forms of payment do you accept?
We accept Visa, Mastercard, American Express, and Discover.
Why am I seeing multiple charges on my order?
You will see multiple charges on your card if you will be receiving your order in multiple shipments. Each charge is equal to the value of goods contained in a shipment. Please note that this will occur for any items that you purchased on extended delivery and/or pre-order.
*Please note, it is possible you may see two pending authorization holds on your card temporarily that exceed the total order amount. This is due to a delay from your card issuing bank when settling a payment. Those authorizations do not represent the final settlement charges to your card and will ‘fall off’ within 1-5 business days depending on the bank's policy.
What is your timing of settlement/merchant payment collection?
Once the shipment leaves our fulfillment center, corresponding payment charges are submitted to a customer's card issuing bank for settlement. The final settlement charges (or collected payment) will then appear on a customer's account within a few days depending on the bank's policy.
Is it safe to use my credit card on your site?
Yes. The safety and privacy of your personal information is of utmost importance to us. We use many security precautions and devices to protect your personal data and credit card information.
Do you allow Cashiers Checks or Money Orders?
Currently, Chloe + Isabel does not accept these forms of payment via our website. If you are at an event or Pop-up Shop, the Merchandiser may accept cash or checks at their own discretion. However, because all transactions must be processed online, a credit card will need to be used to finalize any order.
Do you charge sales tax?
Chloe + Isabel collects sales tax in accordance with local and state laws and mandates.
Please note that we do not collect sales tax in all states; however, required states may change at any time. *International orders: Any taxes and duties associated with your order will appear during the checkout process. Should you have any questions regarding Chloe + Isabel's sales tax policy please contact our Care Team at email@example.com or call (866) 488-6505.
Do you accept international credit cards?
At this time we do not accept any international credit cards.
What is Chloe + Isabel merchandise credit (store credit)?
Merchandise credit (Store Credit) is provided for returns that are not shipped back within 30 days (see return policy). Merchandise or "store credit" carries the same value as cash and may be applied towards shipping and sales tax where applicable..
A few important notes about store credit:
- Store credit never expires.
- If merchandise purchased with store credit is returned under our Return Policy, the purchaser will receive their refund in the form of store credit.
- Store credits are automatically applied at checkout.
- *International orders: store credit is not available.
What are cookies?
Why am I getting an error message stating that there was an authorization failure when I placed my order?
Double check that you entered the correct credit card number and expiration date. Also ensure that you entered the correct billing address associated with the card.
Privacy, Security & Technology
How do I know it's safe to shop with Chloe + Isabel?
What is SSL?
We use Secure Sockets Layer (SSL) technologies to provide you a secure shopping experience. SSL encrypts your sensitive information during the online transaction.
What are firewalls?
Chloe + Isabel utilizes secure firewalls to protect your information on our servers from being accessed by other internet users. We use industry standard firewalls.
What will you do with my information?
How can I tell that your site has a secure connection?
We use Secure Sockets Layer (SSL) technologies to provide you a secure shopping experience. SSL encrypts your sensitive information during the online transaction. To ensure that the connection is secure, look for https://secure in the URL.
Still Need Help?
How can I get further assistance if I need it?
We are always here to help you! Our Care Team is available between the hours of 9:00 am & 8:00 pm, EST Monday - Friday. Email us at firstname.lastname@example.org or reach out by phone at (866) 488-6505.
Do you have comments or ideas for us?
We welcome all comments and suggestions to improve our service. Please email us at: email@example.com, call us, Tweet us@ chloeandisabel, or give us a shout on Facebook. We'd love to hear from you!