Shipping policy

SHIPPING POLICY

PROCESSING
Orders are processed within 1-4 business days. Orders placed on weekends or public
holidays are processed on the next business day. During launches, restocks and sale
periods processing may take longer.

SHIPPING RATES AND DELIVERY
Express shipping is free worldwide on every order, fully tracked. A tracking number is
emailed as soon as your parcel is scanned by the carrier. Tracking can take up to 48
hours to show movement after dispatch.

Delivery estimates are estimates, not guarantees. Transit times vary by destination,
carrier and customs. We are not responsible for delays caused by the carrier, customs
inspections, severe weather, strikes or other events outside our control, and such
delays are not grounds for a refund.

CUSTOMS, DUTIES AND TAXES
International duties, import taxes and customs fees are not included in our prices or
shipping charges and are the responsibility of the customer. These are levied by your
country, not by us, and we have no control over the amount. If you refuse to pay them
and the parcel is returned or destroyed, we are not able to issue a refund.

DELIVERY ADDRESS
It is your responsibility to enter a complete and correct delivery address. We are not
able to change an address once an order has been dispatched. Parcels delayed, returned
or lost because of an incorrect or incomplete address are not our responsibility, and
re-shipping is at the customer's cost.

UNCLAIMED AND REFUSED PARCELS
Parcels that are refused on delivery, or not collected from a carrier pick-up point
within the carrier's holding period, are returned to us. In that case we will refund
the item only, less any costs incurred in returning the parcel. Repeated failed
delivery attempts are treated the same way.

LOST, STOLEN OR DAMAGED IN TRANSIT
Report a missing parcel within 7 days of the last tracking update, and a parcel damaged
in transit within 48 hours of delivery, with photographs. Claims outside these windows
may not be accepted.

Parcels marked delivered by the carrier are considered delivered. If a delivered parcel
is stolen from your address, we are not liable for the loss unless Shipping Protection
was purchased with the order.

SHIPPING PROTECTION
Shipping Protection is an optional add-on at checkout. It covers loss and transit damage, and is the only route to a replacement or refund in those
cases. It is non-refundable and cannot be added after an order is placed.

SPLIT SHIPMENTS
Multi-item orders may ship separately at no extra cost. Receiving part of an order does
not mean the rest is lost.

Questions: hello@cleoshoes.com