Frequently Asked Questions
FREQUENTLY ASKED QUESTIONS
SHIPPING
Will CLEA deliver to a PO Box or Parcel Locker?
Yes. For Australian orders we use Australia Post, who deliver to both PO Boxes and Parcel Lockers.
Which countries does CLEA ship to?
We ship worldwide via Australia Post, DHL Express, and UPS, depending on your destination. All international orders are shipped on a Delivered Duty Paid (DDP) basis — all duties and taxes are calculated and paid at checkout, with no additional charges on delivery.
How long will processing and shipping take?
Processing and delivery timeframes vary depending on your location. Please refer to our full Shipping Policy or estimated timeframes. If you have a specific date you need your order by, please contact us at customercare@clea-galerie.com.au before placing your order.
How much does shipping cost?
Shipping is complimentary on all Australian orders. International shipping rates vary by destination. Please refer to our Shipping Policy for a full breakdown.
How do I track my order?
Once your order has been dispatched you will receive an email confirmation with a tracking number. Please check your spam and junk folders if you haven't received this. If you still can't locate it, contact us at customercare@clea-galerie.com.au.
RETURNS & EXCHANGES
What items are eligible for a return?
Full priced items are eligible for a refund or e-boutique credit. Sale items are eligible for e-boutique credit only. Made to order pieces and items marked final sale are not eligible for return or exchange.
Once return instructions have been issued, items must be posted within 1 week. Items must be unworn, unaltered, unwashed, and in original packaging with all tags attached. Please take care with make-up as we are unable to accept returns with garment staining. Original shipping charges are non-refundable and return postage is at your cost.
I purchased an item on sale or with a discount - can I return it?
Items purchased during a sale event or with a promotional discount are eligible for an e-boutique credit only. Credits can be used on our website and do not expire.
What is your policy on made to order and final sale items?
All made to order pieces and items marked final sale are ineligible for return or exchange. If you need guidance on sizing prior to placing a made to order, please refer to our size guide or contact us at customercare@clea-galerie.com.au. We are happy to assist.
Can I exchange for a different size?
We will always do our best to assist with size exchanges, however due to limited stock we cannot guarantee availability. If you would like a different size, please contact us at customercare@clea-galerie.com.au and we will do our best to help. Alternatively, please place a new order for your preferred size and we will process a refund for your original item once it is returned in accordance with our returns conditions.
I purchased through a CLEA stockist - can I return through CLEA directly?
Unfortunately we are unable to accept returns for purchases made through our stockists. Please return through the original point of purchase.
I received a faulty item - what do I do?
We're sorry to hear this. Please contact our Customer Care team at customercare@clea-galerie.com.au within 14 days of receipt with a brief description and photos of the fault and we will assist you promptly. Please note that items damaged through wear and tear or incorrect garment care are not considered faulty.
How long does a refund take?
Once your return is received, it will be assessed within 2 business days. If approved, your refund will be credited to your original payment method and may take 5–10 business days to appear depending on your payment provider.
ORDERS
Can I make changes to my order after it has been placed?
Please contact us as soon as possible at customercare@clea-galerie.com.au. If your order has not yet been dispatched we will do our best to accommodate changes. Once dispatched, we are unable to modify the order.
Can I cancel my order?
Once an order has been dispatched it cannot be cancelled. If you wish to cancel prior to dispatch, please contact us immediately at customercare@clea-galerie.com.au. Made to order pieces cannot be cancelled once production has commenced.
FURTHER ASSISTANCE
If your question isn't answered here, please don't hesitate to reach out to our Customer Care team at customercare@clea-galerie.com.au. We are available Monday to Friday, 9am–5pm AEST.
