SHIPPING & RETURNS

From our workshop to you, every CLÉCLÉ order follows its own pace. A large part of our wardrobe is made to order, so we can produce as accurately as possible, limit overproduction, and give each piece the time it needs to be made. This page brings together all the useful information about preparation, shipping, tracking, returns and size changes.

FROM OUR WORKSHOP TO YOUR DOOR

For a piece in stock, allow up to 3 business days for quality control and preparation before shipping.
For a made-to-order piece, allow around 8 to 12 business days before shipping. This includes the making of your piece, its transport from our Parisian workshop, and quality control and preparation by CLÉCLÉ.
Once your order has shipped, the carrier's delivery time is added to this preparation time.
For a pre-order, an estimated availability or shipping window is shown directly on the piece's product page.

WHERE DO WE DELIVER?

At launch, CLÉCLÉ delivers exclusively within mainland France.
The House then plans to gradually extend its deliveries to Belgium, Luxembourg, the Netherlands, Germany, Spain and Italy, followed by other European and international destinations.
These destinations are not yet available to order.

DELIVERY METHODS & CHARGES

CLÉCLÉ offers different delivery methods within mainland France: home delivery, pick-up point or locker, depending on the services available for your address.
The House works in particular with Mondial Relay for delivery to a pick-up point or locker, and with Colissimo for home delivery.
The delivery methods available for your order, along with the corresponding charges, are calculated and displayed automatically as you order, based in particular on your delivery address and the method selected.
The exact delivery charge and your order's total amount are always shown before it is finally confirmed and paid for.

TRANSIT TIMES

Once your order has shipped, allow for guidance around 2 to 5 business days for delivery within mainland France.
This is a guide only and may vary depending on the delivery method selected and conditions specific to the carrier

TRACK YOUR PIECE

As soon as the shipping label is generated, you automatically receive an e-mail containing your tracking number and link.
Customers with My CLÉCLÉ Suite can also check the progress of their orders from their personal account.
If you need to change your delivery address, contact us as soon as possible at bonjour@clecle.fr. A change remains possible as long as the shipping label has not yet been generated.

ONE ORDER, DIFFERENT AVAILABILITY

If your order combines a piece available immediately with a piece on pre-order, everything is shipped by default in a single parcel once all the pieces are ready.
You can ask to receive a piece already in stock separately. In that case, the cost of the additional shipment will be at your expense.

A PROBLEM WITH YOUR DELIVERY?

If your parcel seems lost, is shown as delivered even though you haven't received it, or arrives damaged, contact the CLÉCLÉ Office at bonjour@clecle.fr with your order number.
In the event of damage, please attach photographs of the parcel, its label, its packaging and the piece if possible, and keep everything you received.
If a parcel shows obvious damage on delivery, you may also refuse it.
Where shipping was offered and arranged by CLÉCLÉ, the House remains your point of contact for the proper execution of delivery and will carry out the necessary steps with the carrier.

RETURNING A PIECE

You have a legal period of 14 days from receipt of your order to notify us of your decision to withdraw, without having to give a reason.
From that notification, you then have 14 days to ship your return.
The fact that a standard piece is made to order does not, by itself, remove this right. However, pieces made to the customer's personal specifications or clearly customised may fall under an exception to the right of withdrawal.
To make your request, go to My CLÉCLÉ Suite and select "Request a return" from the order concerned.
If you ordered without creating an account, this request can also be made using your e-mail address and order number.
You will receive an acknowledgement along with the return address and instructions. A returns form is also included in your parcel to accompany the piece.

RETURN CONDITIONS

Your piece can of course be tried on to assess the size, cut and drape.
We do ask that you return it unworn beyond that fitting, unwashed, unaltered, and free of stains, odours, make-up, hair, damage or any other sign of wear.
The tags, accessories and any removable elements that came with the piece must be returned with it.
We also ask that you keep the security ribbon on during your fitting.
Removing the security ribbon does not automatically cancel your legal right of withdrawal. However, any depreciation of the piece resulting from handling beyond what is necessary to check its size, cut or features may be taken into account when refunding.
We recommend reusing the original CLÉCLÉ box. If you no longer have it, choose sufficiently protective packaging so the piece reaches us in good condition.

WHO COVERS THE RETURN?

For a return due to a change of mind and a refund, return shipping costs are the customer's responsibility.
We strongly recommend choosing a tracked shipping method and keeping your proof of postage until your return has been fully processed.
In the event of an error attributable to CLÉCLÉ or a defect covered by statutory guarantees, the costs needed to return the piece are covered by the House.

A FIRST SIZE CHANGE

A size doesn't suit you? Your first size change linked to an order has its shipping costs covered by CLÉCLÉ.
Once your request is confirmed, the cost of returning the first piece as well as shipping the new size are covered by the House.
The change remains subject to availability of the fabric and the size you'd like.
If your new piece needs to be made to order, allow again around 8 to 12 business days before it ships, plus the carrier's delivery time.

REFUND

In the event of withdrawal, the refund is issued no later than 14 days after the date you informed us of your decision.
CLÉCLÉ may, however, defer this refund until it receives the returned piece or you send us proof of its shipment.
When the entire order is returned, the original delivery charges corresponding to the standard delivery method are also refunded.
If you had selected a more expensive delivery method than the standard one offered, the corresponding extra cost is not refunded.
Once CLÉCLÉ has issued the refund, a few additional days may be needed before it appears on your account, depending on your bank.
If your purchase was paid in whole or in part with a CLÉCLÉ gift e-card, the corresponding amount is credited back to the card originally used.

A PIECE HAS A DEFECT?

Write to us at bonjour@clecle.fr with your order number, and to help us review your request, please attach a few photographs of the piece.
Where relevant, CLÉCLÉ favours repair in order to extend the garment's life.
Depending on the situation and your rights, a repair or replacement may be offered, then, where bringing the piece into conformity is not possible under the conditions set out by law, a price reduction or a refund.
Where handling falls under the statutory guarantee of conformity, it comes at no cost to you.

THE CLÉCLÉ OFFICE

A question about a delivery, a return or a size?
bonjour@clecle.fr
The " Write to us " form
The CLÉCLÉ Office usually replies within 24 to 48 business hours.

YOUR DATA & DELIVERY

The information needed to prepare and ship your order may be passed on to the providers involved in its delivery, in particular the carrier selected.
To learn more about the use, retention and exercise of your rights regarding your personal data, please see our Privacy Policy.
For details of the applicable contractual terms, right of withdrawal and statutory guarantees, please also see the CLÉCLÉ Terms & Conditions of Sale.