About Order
Q: Do you have minimum spending?
A: No, we do not have minimum spend here.
Q: Can I get more information about your products?
A: The product page for every item includes sizing, a detailed description, care instructions, and most importantly, plenty of images. If there is anything further information you feel we need to put on there to help you, just contact us, and we will do our best to satisfy you.
Q: Do I have to create an account if I want to buy from you?
A: Yes, you need to create an account.
Q: Will you restock an item?
A: We’d like to keep ahead of the fashion trend and generally don’t tend to restock items again as we like to offer you new exciting products regularly and keep up with all the latest trends!
If you really like the item, we can recommend some similar items to you, or maybe someone has just returned it for not suitable.
If there is anything else you want to know about a product, then please email us to contact our customer service team.
Q: How to order?
A: 1. Select an item and add it to the cart.
- Enter the discount code on the cart page, then proceed to check out.
- Sign in/Register/check out as guest
- Tell us where to deliver it.
- Choose the shipping method and how you would like to pay.
- Check your order details.
- Click the “submit your order” button to complete the transaction.
Q: How to get and use coupon codes?
A: By registering an account, you will receive our special coupon code in the promotion period.
Enter your coupon code on the cart page and then click “apply coupon”.
- Please note, that only one discount offer can be used per order.
- Coupon codes can be redeemed when the order is canceled by you.
- Please always check further terms and conditions supplied with the coupon code.
Q: Can I cancel an item from my order?
A: In certain circumstances, we may be able to cancel an item from your order. You need to contact us as soon as possible after you have placed your order, otherwise, it may be too late.
Q: Can I add an item to my order after placing an order?
A: Yes, you can, please contact us or place a new order.
Q: Why the size on the tag is different from what I ordered?
A: Different country has different size. The size information on our website is converted from the actual size on the tag. So when receiving items, please try them first, if you don’t fit, you can contact us and return it back. (But you have to pay the shipping fee)
Q: I have received my order, but one item is missing. What should I do?
A: Please contact us. We will investigate this matter with our warehouse.
Q: If the item I received is damaged, what should I do?
A: Please contact us. We will resend the item or refund you.
Q: If the item I received is not suitable, can I return it?
A: Yes, within 30 days after receipt, you can contact us and return it to us. But you have to pay the shipping charge.
About Payment
Q: Is it safe to pay?
A: We take security very seriously indeed, so your details will be safe with us.
All credit and debit cardholders are subject to validation and authorization by both us and the card issuer, to maintain security and prevent fraud.
We store any information you give us securely using high-level SSL encryption technology – the most advanced security software currently available for online transactions.
Q: What payment method do you accept?
A: We accept PayPal and credit cards.
Q: What currency can I use?
A: There are four currencies: the US dollar, EURO, GB pound, and Australian Dollar. You can find this in the top right corner of the page.
Q: When do you charge me?
A: When you enter your card details to pay for your order, your bank automatically deducts the money from your available balance, although it is not actually taken from your account until we despatch your order.
If we do not despatch your order, we do not charge you and the money is automatically put back into your available balance by your Bank.
This usually takes around 3 working days, but the exact timeframe does depend on your card issuer and your bank.
If this timeframe has elapsed, or you are a PayPal customer and the money still has not been released, please contact our Customer Service.
Q: What is your exchange rate for oversea orders?
A: We charge you for your order in US dollars. Your card provider will apply the exchange rate when your card is charged.
About Delivery
Q: Which countries do you deliver to?
A: Cleacco ships to a variety of international countries. We offer fast shipping to all countries in Europe, Asia, America, Oceania, and Africa.
Q: When can I receive my order?
A: Most of our orders ship in 1-5 days after payment. And the shipping time to your country, please refer to Shipping Guide.
Q: How do I know if my order shipped out or not?
A: As soon as your order is shipped out, you will receive a shipping confirmation email with the tracking number. Also, you can sign in to your account to check or track your order status by entering your registered email address here.
Q: Can I change the shipping address for my order?
A: If your order hasn’t been shipped, you can contact our customer service to change it. If already shipped, sorry, we can’t help you.
Q: Will I be charged CUSTOMS AND IMPORT CHARGES?
A: Customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. We will try our best to avoid or lower the customs tax.
We have no control over the customs charge, and cannot advise what the cost may be since customs policies and import duties vary widely from country to country. You can contact your local customs office for current charges before you order, so you are aware of any applicable charges before placing your order with us.
Q: What is the difference between Standard shipping and Express Shipping?
A: Standard shipping usually takes 15-35 working days to the destination after shipping, while Express shipping usually takes 3-7 working to the destination days after shipping. For detailed information, please read our Shipping Guide.
Tip: Standard shipping seldom causes import charges.
About Returns and Refunds
Q: I received the items already 15 days, can I return them now?
A: Before any return, please agree to our return policy first and then contact our custom service team.
Q: How can I return an item?
A: Before any return, please contact our custom service team first. We will tell you what to do.
Q: Do I have to pay for the return?
A: If returned because of the fault of Cleacco, such as the item being damaged, the wrong size or color, Cleacco will pay for the return shipping. Otherwise, the customer has to pay the round-trip shipping fee.
Q: Have you received my returned items?
A: As soon as your return has been processed by our warehouse, we’ll email you to let you know. In the unlikely event that you don’t receive this email within 20 days of posting your parcel to us, please get in touch with us, and we’ll get back to you within 24 hours.
Q: If I return an item, how long will I receive the refund?
After receiving your returns, you will deal with them within 24 hours. PayPal’s refund is usually in 24 hours. A credit card refund may take an additional 2-10 working days to your account.
Q: How to exchange?
A: If you want to exchange, please contact our customer service first.