Refund policy

Last updated: February 17, 2026

To start a return or exchange, please use our online returns portal.

Eligible items purchased on clerae.com may be returned for a refund or exchange within 30 days of purchase (or within any longer period required by applicable law).

 

Start a return (online portal)

Starting online returns is easy:

✤ Enter your email address and a verification code to sign in.

✤ Go to your order history, select the order and item(s) you want to return or exchange, and follow the instructions.

✤ The request can be completed in 4 steps and submitted online.

✤ Once your request is approved, you will receive email notifications with shipping guidelines.

Return window

Eligible items purchased on clerae.com may be returned for a refund or exchanged within 30 days of purchase (or within any longer period required by applicable law). 

You must:

✤ Request a return within 30 days of purchase.

✤ Ship the item(s) within 14 days after approval, unless a longer timeline is required by applicable law.

Eligibility (returnable items)

To be eligible for a return:

✤ Items must be new, unworn, unused, and resellable, and in the original condition received.

✤ Items must include all original tags attached and all accessories (including laces, dust bag, inserts, etc.).

✤ Items must be returned in the original product packaging.

✤ The original shoe box must arrive clean and undamaged and must not be used as the shipping container. Please place the shoe box inside a protective shipping carton.

✤ You’ll need the receipt or proof of purchase.

We reserve the right to refuse returns that do not meet these conditions, show signs of wear, damage, odor, or are otherwise not in resalable condition.

Deductions, fees, and refused returns

✤ United States: we provide a free prepaid return label through our returns portal. 

✤ International returns: if you choose to use our prepaid return label, the return shipping cost will be charged and deducted from your refund. The cost varies based on destination and the number of pairs/parcel weight, and will be shown in the returns portal before you confirm your return.

✤ Missing or damaged packaging or accessories may result in a $5.00 deduction from your refund.

✤ Items damaged during return shipping due to insufficient packaging may be refused.

✤ If a return is refused, the item will be shipped back to you at your expense, and no refund will be issued.

Final sale

Final Sale items are not eligible for return or exchange.

Return shipping costs

✤ United States: return shipping is free when using our prepaid label provided via the returns portal.

✤ International: return shipping is not free. If you use our prepaid label, the cost will be deducted from your refund as described above. If you ship with your own carrier, you are responsible for all return shipping costs.

✤ Original shipping fees paid at checkout are not refundable, except where required by law.

International orders, duties, and taxes

For international returns:

✤ Shipping charges paid at checkout are not refunded.

✤ If you use our prepaid return label, the label cost is non-refundable and will be deducted from your refund.

✤ Duties, taxes, and customs fees are non-refundable, as they are paid to local authorities. If eligible, only the recipient can request a refund of those charges from their local customs office.

Exchanges

We allow exchanges for selectable variants (for example, size changes) through our online returns portal.

If your exchange request is approved, the replacement item will be shipped to you according to the instructions provided in the portal and by email.

Defective items, damage, loss, or theft

✤ If your purchased product is faulty, please reach out to us within 7 days of the delivery date.

✤ If your purchased product is lost or stolen, please collect any supporting evidence and contact us immediately.

Refunds and processing time

✤ Returns are typically processed within 3 to 5 business days after we receive and inspect the item(s).

✤ Refunds are issued to the original payment method only.

✤ After processing, refunds typically appear on your original payment method within 3 to 7 business days (timing depends on your bank/payment provider).

Trying on footwear

Please try shoes on a clean, carpeted surface to avoid scuffing or sole damage. Returns with damaged soles will be refused.

Returns contact

If you have questions or need help with your return, contact: customerservice@clerae.com