Refund policy

RETURN & REFUND POLICY

We accept returns for 30 days from the date your order is delivered. After 30 days
we are unable to process a return for any reason.

HOW TO START A RETURN
All returns must be approved before you send anything back. Email hello@cleoshoes.com
with your order number and the reason for the return. Packages sent back without prior
approval will be refused and returned to you at your own cost.

CONDITION REQUIREMENTS
To be accepted, items must be returned:
- Unworn and unwashed, with no marks, scuffs, creasing or odour
- With all original tags still attached
- In the original shoe box, undamaged and not used as the shipping box
- With proof of purchase

The shoe box is part of the product. Boxes that are taped, labelled, written on or
damaged will result in a reduced refund or a refused return. Please ship your return
inside an outer carton.

Items that arrive worn, altered, incomplete or outside these conditions will be
refused and returned to you at your own cost.

RETURN SHIPPING
Return shipping is arranged and paid for by the customer. We recommend a tracked
service, as we cannot process a refund for a return we do not receive. Original
shipping charges are non-refundable.

DAMAGES AND WRONG ITEMS
Inspect your order as soon as it arrives. If an item is defective, damaged, or not
what you ordered, contact us within 48 hours of delivery with photographs of the item
and the packaging. Claims made after 48 hours may not be accepted.

NON-RETURNABLE ITEMS
The following cannot be returned or refunded:
- Sale and discounted items
- Gift cards
- Items that have been worn outdoors
- Items returned without their original box or tags
- Shipping Protection

EXCHANGES
We do not offer direct exchanges. If you need a different size or style, return the
original item for a refund once approved, and place a new order.

REFUNDS
Every return is inspected on arrival. We will let you know whether the refund has been
approved. Approved refunds are issued to the original payment method within 10 business
days. Refunds cover the price of the item only, not the original shipping.

Your bank or card issuer may take additional time to post the refund. If more than 15
business days have passed since we confirmed your refund was approved and you still
have not received it, contact us at hello@cleoshoes.com.

Questions about a return: hello@cleoshoes.com