FAQ's

Will my shipping be delayed due to the recent health crisis?

Shipping from our warehouse is currently running as normal. If you are waiting for an order and changes happen outside of our control which cause delays to shipments we will communicate with you immediately. There may be slight delays to current delivery times so please try to factor this in when ordering.

Are the photos used in the website real?

Yes, every photo used by us are real photos. In the printed versions, the print may change slightly, because of the positioning of the print in the cutting process.

How do I create my account?

To create an account, access the tool icon on the header, select "register now" and follow the instructions.

What if I forget my password?

In that case, please access "Login" on the tool icon on the header and follow the “Forgot My Password” instructions.

Can I track my order?

You can track the process of your order in your account dashboard. After the order is shipped, you will receive an email with your tracking code to follow every step of your order.

In case I can not be in my adress when it arrives, what happens?

In that case, the shipping company leaves you a document and you can pick up your order following the instructions or they try to schedule another delivery.

Something is wrong with my order, what should I do?

In case of any problem with the product you ordered, please email us with the problem details and order number.

How many days it takes to receive my order?

After the payment is processed, your order arrives between 1 and 2 working days for Portugal, 1 to 3 working days for Spain, 2 to 6 working days for the rest of Europe, and 4 to 8 working days for the rest of the world.

I bought a product on pre-order. How much time it will take to receive it?

When purchasing a pre-order product, the estimate delivery time is 2-3 weeks.

My order didn't arrive yet, what should I do?

If the delivery deadline is over and you didn’t received your order, email us with your order number and we’ll get in touch with you as soon as possible.

Is it possible to change my order after the payment is processed?

We can not guarantee that because the order can be already shipped, but you can contact us as soon as you realize that by email and we will see what we can do.

Do you delivery worldwide?

Yes, absolutely. We've got you covered.

Do you cover the cost of import taxes?

No, we do not cover the cost of import taxes or duties. These are customer responsibility.

Do you accept returns and exchanges?

We accept returns and exchanges of products. The product must be shipped from the customer within 15 working days after the reception of the product and has to arrive to us with every packaging elements including all tags and without being washed, altered or used. For more information, please acess our Returns and Exchanges Policy.

How can I make an order?

To make an order, you have to access the shop page in the main navigation, choose the product(s), your size and add to cart. After that, when you decide to checkout, access your cart. After you fullfil your informations, choose your payment method and when your payment is processed your order is in process. If you need help with that, please contact us by email.

Can you help me with the best size for me?

In every product page and in the website footer, you will find our size chart. If you need additional help, please send us an email.

How can I pay my order?

You can pay with your Credit Card, Paypal, MBWay (Portugal only) and Bank Reference (Portugal only). All our payment methods are extremely secure.

Other questions?

If these FAQ’S didn’t help you, please send us an email for info@cleome.co.

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