Cleo Harper is proud to offer a great return policy. We are excited if you are new here & just trying to figure out your size. Thankfully our sizing is very true to size and consistent so once you know your sizing it’s easy to place all your future orders. However, if you do need to make a return for any reason – size, style, change of mind we can help you with that.
Cleo Harper offers returns for up to 30 days after purchase. We offer an exchange, a refund or store credit as outlined below:
REFUNDS: A refund can be issued within 30 days of purchase. The garment/s must be in brand new, unworn, un-washed condition with tags attached. If the garment is returned with any marks or scent from tan, deodorant, make-up etc, we will contact you with photos and arrange the next step.
EXCHANGE: Following the refund conditions above, we can exchange your garment/s for a different size or style of the same value. Please email our team to discuss your return so we can put your new desired items aside. These will be held for 14 days before returning to stock, therefore please make sure your return is on its way quickly after arranging.
SALE ITEMS: All sale transactions are final. Unfortunately, we do not accept refunds, exchange, or credit for sale merchandise.
UNDERWEAR & BIKINI BOTTOMS: the underwear packs & bikini bottoms are not eligible for returns
VIP KITS, THE CLEO EDIT & THE CLEO WARDROBE: Please note, VIP kit pieces, The Cleo Edit pieces & The Cleo Wardrobe pieces (or any other bundle option) are not subject to refund, they can be returned for exchange or store credit only.
STORE CREDIT: We offer the option of a Cleo Harper Gift Card to the value of 110% that is valid for 12 months from the date of issue, full refund or exchange. These options are available for full price merchandise within 30 days of the order date.
RETURN SHIPPING: The return shipping is to be covered by the customer back to us, however we do cover the shipping when sending the exchange back to you.
CREDIT NOTE for 110% – How does it work?
Should you wish to return your purchase for a credit note, we will issue a credit note of 110% of your order value excluding shipping costs (if applicable). This credit (in the amount of your paid price & minus shipping, plus 10%) will be emailed to you once your return has been processed, and will be available to use immediately through our online store, valid for a period of 12 months.
You are also welcome to exchange for any style/colour/size to equal or greater value as original spend (if the item is of greater value, we will contact you to arrange payment for the difference). Please note we cannot issue refunds or credit notes for remaining value if exchanged item is of a lower price.
Before you return your items just make sure that the goods you are returning are:
You have 30 days to apply for an exchange or refund
The garment/s must be in brand new condition without marks or stains such as tan, deodorant, make-up, etc - in unworn condition and unwashed with all original tags attached
Returned in the original packaging
You may keep the reusable signature packaging your order was shipped in. We cannot guarantee this will be returned if you complete an exchange so please keep in your possession.
HOW TO RETURN
STEP 1: Email us - firstname.lastname@example.org
STEP 2: Complete the returns form we will email you
STEP 3: Ship to the address we provide via email (please do not return to our Cleo Boutique address)
STEP 4: Make sure you have a tracking number for the return as we will not be liable for any lost items
STEP 5: We will take care of your return within 3 business days of it arriving at our shipping address.
Please email us as soon as possible after your order has been received – email@example.com, and within the email mention your name, the piece/s you are returning & your order number. We will email you back within 2 business days with all of the information you need to complete your return and the address for your return. Please send back your pieces with a tracking number as Cleo Harper cannot be held liable for any returns parcels that are not delivered.
When your parcel arrives, we will contact you with an update about your return within 2 business days. We will process a credit note or return at that time (if applicable).
Refunds will be processed via the method you made your purchase (i.e. if paid with PayPal, the refund can only be credited back to your PayPal account).
PayPal refunds will be visible in your PayPal balance almost immediately.
AfterPay refunds will be visible in your account within 3-5 business days depending on your financial institution. The amount you have already paid will refunded or if no $ amount has been paid the instalments will be cancelled. If you have other items on your order you do not wish to refund the cost of the cancelled item will be deducted off future instalments.
Credit card refunds will be visible within 1-5 business days depending again on your financial institution.
THE EXCHANGE PROCESS (recommended especially if a collection is selling fast)
We recommend going online and purchasing the correct size of the item that you are exchanging. This way you are guaranteed the item and we can ship it to you straight away, after you have made the purchase, please email us firstname.lastname@example.org to advise us that you are returning an item and we will send you the returns form, lodge your return in the system and provide you with the returns address.
As soon as we receive your return, we will process the refund within 48 business hours and email you when the process is complete. The cost of re-postage will be the responsibility of the customer.
If you wish to exchange for another item, please contact us email@example.com and we will provide you with the details to make the exchange.
If your order arrives faulty or damaged please contact us via email (firstname.lastname@example.org) as soon as you can. Please send us photos of the fault in the email. We’ll do our best to resolve the situation ASAP. If a fault appears in your product through normal wear please contact us and send photos so we can assess and will let you know what the options are. Once our warehouse receives the garment our returns team will inspect them. We aim to process the return as quickly as we can, however some faults may need to be assessed by our production team before a refund or replacement can be issued. In this case we will keep you in the loop. This can take up to a few weeks. If the product is deemed faulty, we will gladly reimburse the return shipping up to $10.00 provided you include the postage receipt with the product. Our returns team may conclude that the damage is not due to a manufacturing fault, unfortunately in this instance we cannot offer a refund or exchange. The garment will be returned to you at your expense. Our team will keep you informed during this process.
We aim for 100% customer satisfaction so we look forward to assisting you every way we can.