At Caleelilou, customer satisfaction is our priority. If you experience any issue with your order or our services, we encourage you to contact us as soon as possible. Our team is committed to reviewing every request carefully and working towards a fair and timely resolution.

1. How to Submit a Complaint

If you wish to submit a complaint regarding your order, product or shopping experience, please contact our Customer Care team through:

• Email:contact@caleelilou.com
• Facebook
• Instagram

To help us review your request efficiently, please provide:

• Order number
• Full name
• Contact information
• A description of the issue
• Relevant photos or supporting documents (if applicable)

2. Complaint Review Process

Once your complaint has been received, Caleelilou will:

1. Confirm receipt of your request.
2. Review the information provided.
3. Contact you if additional information is required.
4. Assess the issue based on the relevant policies and the circumstances of the order.
5. Propose an appropriate resolution.

Each case is reviewed individually to ensure a fair outcome.

3. Response Time

• We aim to acknowledge your complaint within 1–2 business days.
• Most complaints are resolved within 5–10 business days, depending on the complexity of the issue.
• If additional time is required, we will keep you informed throughout the process.

4. Resolution Options

Depending on the circumstances, Caleelilou may offer one or more of the following solutions:

• Product repair
• Product exchange (where eligible)
• Replacement of the affected item
• Partial or full refund (where applicable)
• Other reasonable solutions agreed upon by both parties

All resolutions are subject to the applicable policies published on our website.

5. Shipping-Related Issues

If your complaint involves shipping delays, lost parcels or damage during transit, Caleelilou will work closely with the shipping carrier to investigate the matter.

Resolution timelines may vary depending on the carrier’s investigation process.

6. Governing Principles

Caleelilou is committed to handling all complaints:

• Fairly
• Transparently
• Respectfully
• In good faith
• In accordance with applicable laws and our published policies

7. Contact Us

If you have any questions regarding this policy, please contact us:

Email: contact@caleelilou.com

Or via:

• Facebook
• Instagram