FAQ
How can I change my address, cancel, or add/remove an item from my order?
Please email us at info@clairo.com with your order number and request, we can make any modifications you need long as the product hasn't shipped.
My card was charged twice or I didn't receive a confirmation email.
If you do not see a confirmation page with an order number, then your order didn't go through. There may be a pending charge on your bank account but rest assured that will clear back to your account. Typically this happens when you entered in your wrong billing address or your bank blocked the payment. Wait 15 minutes to try again. If you believe it did go through, email us and we can check for you. If you haven't received your confirmation email, but the order went through, please check spam and if nothing there, email us to update your email!
What is your return policy? Can I exchange my size?
All sales are final and due to the pre-order nature, we never have the stock to help with an exchange.
I received notification my order was shipped but I still have not received it and my tracking info does not indicate the package was delivered.
- If your shipment tracking link for your order has not been updated beyond the “pre-shipment” or “label created” stage in 2 weeks, please contact us so we can look into it for you.
- For orders shipping within the US: If you have not received your package within 3-4 weeks of ship date, please contact us as soon as possible so we can research the issue for you.
- For orders shipping outside of the US: If you have not received your package within 6 weeks of ship date, please contact us as soon as possible so we can research the issue for you.
- Please note that we are not responsible for packages lost due to an incorrect shipping address being provided with your order. Shipping delays will occur if you provide an incorrect address at checkout.
My tracking says my order was delivered, but I haven’t gotten it yet. Where is it?
- Some carriers will mark a package as delivered before they actually deliver it. Though unusual, this can happen up to 5 days before an item is actually delivered. You can try contacting the carrier to get better insight into the delay. If you still haven’t received your package after 5 days, and you’ve checked with your neighbors and still don’t have it, please reach out to us here and we’ll do our best to help!
When will my order ship?
- In most cases, excluding pre-orders, orders ship within 2-3 business days. Shipping and delivery dates aren’t guaranteed unless otherwise noted.
- Pre-ordered items are not available to ship at the time of purchase. Shipping timelines on pre-orders are detailed in the product description, as well as in your confirmation email.
- Note that unless otherwise noted, or the option to ship items separately as they become available is selected at checkout, any order that includes a pre-order item will not ship until all items are available.
- While we make every effort to communicate accurate delivery estimates around your orders, unanticipated production delays for pre-order and limited edition items do happen. If an item in your order has been affected by a production delay, we will notify you via email as soon as possible.
- Depending on your country, you may be charged customs/import fees.
- Customs charges and fees are the sole responsibility of the purchaser; we are not responsible for any additional customs charges or fees once your package has left our facility.
- If customs fees and charges are refused at the time of delivery, your order will be returned to us.
- Once we receive your package, we can refund you for your purchase.
If you are unfamiliar with customs fees and charges, please contact your local postal or customs office for more information.
My item was shipped, but still hasn’t shown up. Is it lost in the mail?
- You have up to 60 days from the date of shipment to claim your package as lost in order to receive a refund for your missing item(s), or a reshipment if stock permits.
- If you have not received your package within 6 weeks after it ships, please reach out to us as soon as possible so we can resolve the issue for you.
- Please note that we are not responsible for packages lost due to an incorrect shipping address being provided with your order.
- Shipping delays will occur if you provide an incorrect address at checkout.
Any questions or concerns not covered here, please email us at info@clairo.com!