Refund policy

Return & Refund Policy

At Cleo, we want you to love every purchase. If you're not completely satisfied, we're happy to accept eligible returns in accordance with the policy below.

Return Window

Returns must be requested within 14 days of the delivery date.

Once your return request has been approved, your item must be shipped back within the timeframe provided in your return instructions.

Return Eligibility

To qualify for a return, items must:

  • Be unworn, unused, and in their original condition.

  • Be returned with all original packaging, tags, dust bags, and accessories (if applicable).

  • Be free from signs of wear, stains, makeup, perfume, deodorant, pet hair, odors, or damage.

  • Include proof of purchase (order confirmation or receipt).

Cleo reserves the right to refuse returns that do not meet these requirements.

Non-Returnable Items

For hygiene and quality reasons, the following items are considered final sale and cannot be returned or exchanged:

  • Earrings

  • Gift cards

  • Personalized or custom-made items

  • Clearance or Final Sale items

  • Any item marked "Final Sale" at checkout

Return Authorization

All returns must be authorized by Cleo before being shipped back.

Items returned without prior authorization may be refused and returned to the sender at the customer's expense.

Refunds

Once your return has been received and inspected, we'll notify you.

If approved, your refund will be issued to your original payment method within 5–10 business days. Depending on your financial institution, it may take additional time for the funds to appear in your account.

Please note:

  • Original shipping charges are non-refundable.

  • Any expedited shipping fees are non-refundable.

  • Refunds are issued for the purchase price of eligible items only.

Return Shipping

Customers are responsible for return shipping costs unless:

  • The item arrived damaged.

  • The item is defective.

  • We shipped the incorrect item.

We strongly recommend using a trackable shipping service. Cleo is not responsible for packages lost, delayed, or damaged during return transit.

Damaged or Incorrect Orders

Please inspect your order upon delivery.

If your order arrives damaged, defective, or incorrect, contact us within 48 hours of delivery at help@cleothebrand.com with:

  • Your order number

  • Photos of the item

  • Photos of the packaging

We'll work with you to resolve the issue as quickly as possible.

Exchanges

We do not offer direct exchanges.

If you'd like a different item, simply return your eligible purchase for a refund and place a new order.

Refused Deliveries & Incorrect Addresses

If a package is refused, returned due to an incorrect or incomplete shipping address provided at checkout, or is otherwise returned to Cleo through no fault of our own:

  • Original shipping charges are non-refundable.

  • Return shipping fees charged to Cleo (if any) may be deducted from your refund.

  • Orders may be reshipped once any applicable shipping charges have been paid.

Questions

If you have any questions regarding your return, please contact us at help@cleothebrand.com.