Frequently Asked Questions

We are pleased to answer any of your questions. Read our FAQ. If you do not find your answer, please contact us via email, phone or fill out the form on the Contact Us page.

How do I measure a dog?

Use a soft measuring tape to measure around the dog’s neck, chest, girth, waste or length. If you need help, please click here to email us. Please view the image below or the size chart within each product description.

Measure-Your-Dog-_-Chloe-Cole-Pet-Couture


What are custom orders? How long does it take to receive a custom order?

Please note that some of our designs are custom-made. This means that the item was created specifically for your pet based on the size information you have provided to us. For this reason, custom orders may not be exchanged, returned or refunded. We will contact you about any custom order to assist you in choosing the right size or color.


What is designer ready wear clothing?

Each designer sizes a little differently. There is a size chart or link on each product page to that manufacturers sizing information. Feel free to email us with any sizing questions. If we do not know the answer, we will contact the designer to get that information.


What is the availability and order processing time?

We do not keep stock on all sizes of available items. If an item is in stock, we will ship your order immediately. Other times orders may need to be shipped directly from the designer. Most items will ship within 2 to 4 days. Custom orders ship after the item is completed for you. We will email you with updates about your custom order. During holiday seasons, the processing time can be slightly longer. Some orders may ship separately but you will only be charged one fee. `

Custom orders may take 2 to 4 weeks to ship. If you have, any questions feel free to contact us prior to ordering by email. Please allow 24 to 48 hours to respond to your request.


What is your shipping policy?

Many of Chloe Cole items are shipped to you directly from the designer. For this reason, please allow 1 to 2 weeks for delivery. Any items that are currently in stock will be shipped immediately.
Most items will be shipped to you within 48 hours. Many of Chloe Cole Pet Couture items are made to order and are shipped to you directly from the designer. For this reason, please allow 2 to 4 weeks for delivery. Any items that are currently in stock will be shipped within 24 hours.

The preferred carriers of CHLOE COLE PET COUTURE are FedEx, UPS and USPS Priority Mail. Tracking numbers are available upon request. For tracking information, please call us at: (209) 815-9663.


Where do you ship?

At this time, CHLOE COLE PET COUTURE ships merchandise only to locations within the continental United States and not to international locations. CHLOE COLE PET COUTURE does not ship to Alaska, Hawaii, Puerto Rico, Guam or the US Virgin Islands. The risk of loss and title for all merchandise ordered on this Web site pass to you when the merchandise is delivered to the shipping carrier. Insurance is available on most items.


What is your return policy?

Returns

We guarantee your satisfaction.  If you are not 100% satisfied with your purchase, simply return it to us in its original unused condition within 7 days of receipt for merchandise exchange or store credit.  Store Credits will not include the shipping and handling costs. Custom orders may not be returned, but we offer assistance with each custom order. We will contact you before processing your custom order.

We reserve the right to determine if a product is in used or non-salable condition.  Special Value (i.e. sale or clearance items), treats and other perishables are final sale.  For pet health reasons, shoes cannot be returned. We will be happy to help you choose the correct size. 

Please call 209-815-9663 for a return confirmation number. You may also email us for a return confirmation number. 

Non-returnable “Custom” and “Special Order” items cannot be exchanged or returned.  Please note details within each item’s description.  One exchange per item is permitted on non-custom orders.  Second and subsequent exchanges will incur a $5 charge per item.  Order add-ons cannot be accepted and will need to be placed separately if the original order has been processed. 

Policy: Our policy is in place to protect all pets.

  • Items must be in original sellable condition and have all original tags and packaging.
  • Items must be clean and have no pet hair.
  • Items returned within 7 days of purchase may be refunded via store credit or the original payment method.
  • Items returned in new condition after 7 days will be refunded with a store credit only.
  • Food, treats, supplements, shoes and custom orders are non-refundable.
  • Some holiday items, treats or customized orders cannot be returned.

We want you to be completely satisfied. We will always contact you for each custom order to ensure you have exactly what you want. If you have a question before placing an order, you may also email us. We will be happy to assist you.


What is your privacy policy?

Privacy

Chloe Cole Pet Couture use of personal information that you may submit to Chloe Cole Pet Couture through this Web site is governed by the Chloe Cole Pet Couture Privacy Policy.

Privacy Statement

We respect your privacy. The information obtained from you is used only to complete and verify your order. No information shared will be given to any outside party.

Effective Date: 05/27/2017

This privacy notice discloses the privacy practices for http://www.chloecole.com .This privacy notice applies solely to information collected by this website, except where stated otherwise. It will notify you of the following:

What information we collect;
With whom it is shared;
How it can be corrected;
How it is secured;
How policy changes will be communicated; and

How to address concerns over misuse of personal data.

Information Collection, Use, and Sharing

We are the sole owners of the information collected on this site. We only have access to/collect information that you voluntarily give us via email or other direct contact from you. We will not sell or rent this information to anyone.

We will use your information to respond to you, regarding the reason you contacted us. We will not share your information with any third party outside of our organization, other than as necessary to fulfill your request, e.g., to ship an order.

Unless you ask us not to, we may contact you via email in the future to tell you about specials, new products or services, or changes to this privacy policy. You may opt out.

Your Access to and Control Over Information

You may opt out of any future contacts from us at any time. You can do the following at any time by contacting us via the email address or phone number provided on our website:

See what data we have about you, if any.

Change/correct any data we have about you.

Have us delete any data we have about you.

Express any concern you have about our use of your data.

Security

We take precautions to protect your information. When you submit sensitive information via the website, your information is protected both online and offline.

Wherever we collect sensitive information (such as credit card data), that information is encrypted and transmitted to us in a secure way. You can verify this by looking for a closed lock icon at the bottom of your web browser, or looking for “https” at the beginning of the address of the web page.

While we use encryption to protect sensitive information transmitted online, we also protect your information offline. Only employees who need the information to perform a specific job (e.g, billing or customer service) are granted access to personally identifiable information. The computers/servers on which we store personally identifiable information are kept in a secure environment.


What are your store hours?

The online store is open 24 hours a day. We pride ourselves on our customer service. We are always willing to assist you with any problems, issues, complaints or compliments you may have. Please contact us during our customer service hours. We will respond as soon as possible.

Email: Click Here

Customer Service Phone Hours: 10:00 a.m. to 6:00 p.m. Monday – Saturday.

Telephone Number: 209-815-9663 Please leave a message and we will return your call.

You may also fill out the contact form on our contact page.


How secure is shopping in the Online Shop? Is my data protected?

We take precautions to protect your information. When you submit sensitive information via the website, your information is protected both online and offline.
Wherever we collect sensitive information (such as credit card data), that information is encrypted and transmitted to us in a secure way. You can verify this by looking for a closed lock icon at the bottom of your web browser, or looking for “https” at the beginning of the address of the web page.
While we use encryption to protect sensitive information transmitted online, we also protect your information offline. Only employees who need the information to perform a specific job (e.g, billing or customer service) are granted access to personally identifiable information. The computers/servers on which we store personally identifiable information are kept in a secure environment.


What payment methods are accepted in the online shop?

We accept Visa, MasterCard, and Discover. We will accept Apple-Pay and Google-Pay in the future.

 

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