Due to the challenges posed by the pandemic, we are temporarily experiencing longer than normal shipping delays. We appreciate your patience as we work with our carrier to get your package to you as quickly and safely as possible.
Last updated November 14, 2020
Thank you for visiting and shopping at CLÉONE. Following are the terms and conditions that constitute our Shipping Policy.
CLÉONE offers free shipment on all products across Europe.
You are responsible for the correct input of the delivery address; CLÉONE does not hold any responsibility for shipments delivered to an incorrect address (communicated with CLÉONE before the shipment). In case CLÉONE needs additional information regarding a delivery address, CLÉONE may approach you to provide additional information. A delay in the delivery may occur in case additional information regarding the delivery address is needed.
CLÉONE will use reasonable efforts to deliver the order within the expected delivery terms to the delivery address. If delivery suffers a delay, or if the order is not (or only partly) executable, you will be informed about this as soon as reasonably possible after the order has been placed. In this case, you have a right to dissolve the contract free of charge.
In case you receive a product that you did not order, you must inform CLÉONE hereof as soon as possible (within 24 hours after receiving the order) by email (or through the contact page of the Website). You will take care of the return shipment of such a product after receiving return instructions from CLÉONE. CLÉONE will bear the costs of said shipment and subsequently take care of the correct product's shipment, provided you have fully conformed with the return instructions from CLÉONE.
If a shipment that went missing due to an error by the carrier (and after the carrier's complaint procedure has been completed), CLÉONE will either refund you, or CLÉONE will try to re-ship the ordered product. In case a shipment still has not been delivered at your delivery address (or the pick-up point) 14 days after the shipment date, you have an obligation to inform the CLÉONE customer care team by email within 14 days (meaning: ultimately 28 days after the shipment date).
SHIPMENT PROCESSING TIME
After your payment is verified, it takes up to 24 hours to process and ship your order. This does not include weekends or holidays. During holiday seasons, processing times may take longer due to high order volume. Purchases made after 11 am UTC will not be shipped out until the next business day. If you order after 11 am UTC on a Friday, your order will likely be shipped out on the following Monday.
If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in your order's shipment, we will contact you via email or telephone.
SHIPPING RATES & DELIVERY ESTIMATES
Shipping charges for your order will be calculated and displayed at checkout.
We try to find the most appropriate shipping method based on the destination.
Standard shipping time across Europe may take between 3-5 business days.
Express shipping time across Europe may take between 1-3 business days.
Standard shipping time to the other countries may take between 7-14 days.
Express shipping time to the other countries may take between 5-7 days.
There are circumstances out of our control (like customs and security checks, natural disasters, holidays, weather, etc.) that may cause shipping postponements or delays. While most of the packages will arrive on time, there may be circumstances and delays that our logistic partners may experience. For this reason, we cannot guarantee the exact delivery time.
SHIPMENT CONFIRMATION & ORDER TRACKING
Once your order ships, you'll receive a shipping confirmation email and tracking number. If it has been more than two business days since you placed your order and you still have not received a tracking number, please email us at firstname.lastname@example.org, and we'll gladly assist you. Please note that we offer trackable shipping only to certain countries.
CUSTOMS, DUTIES, AND TAXES
Your order may be subject to import duties, and taxes levied once a shipment reaches your country. The total amount for duty and taxes is about 20% of the amount in euros of the merchandise. However, this is just a general guideline and may vary depending on how the order was shipped. You should contact your customs office for specific amounts and percentages.
CLÉONE cannot control and is not responsible for any duties/taxes applied to your package. You will be responsible for paying additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information. Note, on rare occasions, and customs agents may delay the delivery of some packages.
Shipping fees, duties, taxes, customs fees are non-refundable on refused/return packages. If your merchandise or package is returned due to a refusal of delivery, failure to pay customs, or failure to pay duties charges - you will be responsible for the cost of shipping and will be sent store-credit for the remaining paid amount. By purchasing from ORO Los Angeles, you accept that duties may be required to import the products into your destination country.
We are also not responsible for any VAT or Customs Duty Tax, and it is at the sole discretion of the customer to pay any fees associated with VAT or Customs Duty Tax.
CLÉONE is not liable for any products damaged or lost during shipping. If you received your order damaged, please contact the shipment carrier to file a claim or reach out to our customer support at email@example.com, and we'll help resolve the issue.
Please save all packaging materials and damaged goods before filing a claim.
Our Return & Refund Policy provides detailed information about options and procedures for returning your order.