Politique de remboursement

SHIPPINGS

How can I track my order?

Your order will be packaged and sent out as soon as possible. As soon as it has been picked up by the freight company we will activate your parcel number, after which you will receive another email that includes the tracking link. It can take up to 48 hours for the tracking link to be activated. If you do not receive a tracking link, please contact us at contact@kleorastudio.com.

In which countries do you ship?

We currently ship across the following countries: Austria, Belgium, Croatia, Cyprus, Czechia, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Hungary, Iceland, Ireland, Italy, Jersey, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, United Kingdom

How long is the delivery time?

We ship via trusted courier services. Once your package has been picked up by the courier, these are the average delivery times:

Spain: 2-4 working days. 
Europe: 3-6 working days

Please note that a delay can occur during holiday seasons or other busy periods at the shipping company or due to a higher amount of orders. 

How much does shipping cost?

Your shipping cost will be displayed at checkout based on your delivery address. You will be able to see the final shipping cost during the checkout process before completing your order.

When ordering from non-EU countries, customs duties and import fees are not included in the shipping costs. These fees may be charged directly to the recipient by customs. We do not cover such fees. 

What happens if my parcel cannot be delivered? 

If you’re not in when we try to deliver your goods, and we’re not able to leave them in a safe secure place, the courier service might leave a card notifying you of the time we attempted delivery. Delivery might be attempted again or your parcel might be delivered to a pick up point.

What happens if I do not collect my parcel?

In the event that your products are returned to us due to a failure to pick up your package or the delivery was declined, we will have to charge a fee of €10 + return shipping costs. This covers the shipping to and from you, as well as handling and restocking of the products. The fee will be deducted from your refund.

What happens if my package or my products arrive damaged?

If you think your order is damaged or faulty please reach out to us contact@kleorastudio.com with your order number, photographs and a description detailing the issue. As soon as we have received the pictures and description, we will process your request.

RETURNS

Can I return a product?

Yes, you are always welcome to return your order as long as the item(s) are returned in a resalable condition - which means with original packaging, hang tag as well as security tag – within 14 days of receiving the order.

If you want to make a return or exchange your item, note that we don't add return labels in our packages. Instead inquiry you return with our team adding your order number, return item/s as well as return reason to an email to contact@kleorastudio.com or use the contact form.

Please note:

• Returns must be shipped back to us within 14 days of delivery: this applies to both full-price and sale items.
• All items must be in their original condition, with all tags attached. Worn or damaged items will not be accepted unless you’ve contacted us in advance with a specific claim and we've approved it.
• Please ensure your return package is securely sealed to prevent any damage during transit. 

Important: The customer is responsible for all costs and risks associated with return shipping . We do not cover return shipping costs.

I want to exchange my ordered item. How do I proceed?

If you wish to exchange an item for a different size or color, please contact us at contact@kleorastudio.com.

REFUNDS

How long does it take for a returned item to refunded?

• Once we receive your return, we will inspect the products to verify that they comply with the policy.

• If approved, we will process your refund within 10 business days.

• Refunds are issued to the original payment method used for the purchase.

• Please note that your bank or payment provider may take additional time to credit the refund.