Shipping policy
At Cleo, we want every order to arrive quickly, safely, and as expected. Please take a moment to read our shipping policy in full — by placing an order, you agree to the terms below.
⸻
1. Order Processing
Orders are processed and dispatched within 1–2 business days of payment confirmation.
Orders placed on weekends or public holidays will begin processing the next business day.
“Business days” means Monday–Friday, excluding public holidays observed at our dispatch location.
During sale events, new launches, and peak seasons, processing may take up to 3–5 business days. This will be noted at checkout where applicable.
⸻
2. Delivery Timelines
Delivery time = processing time + transit time.
Standard Shipping
Domestic (USA): 3–5 business days after dispatch
International: 7–15 business days after dispatch (typical)
In some cases, international delivery may take up to 30 business days due to customs clearance, carrier delays, remote destinations, or other logistics factors beyond our control.
Express Shipping (where available)
Domestic express: 1–2 business days
International express: 2–5 business days
Overnight Express: 1 business day (up to 2 in rare cases)
Express options are not available for every destination.
👉 All delivery timelines are estimates only and are not guaranteed under any circumstances.
👉 Delays in transit, including those caused by carriers, customs, or external factors, do not qualify for refunds, chargebacks, or cancellations.
⸻
3. Tracking
Every Cleo order ships with tracking.
You will receive your tracking number by email once your order is dispatched.
Tracking updates may take 24–72 hours to appear after dispatch.
👉 The shipping carrier’s tracking status shall be considered the final and authoritative source of delivery confirmation.
⸻
4. Shipping Destinations
We ship worldwide to most countries.
We do not ship to:
• P.O. boxes
• APO/FPO/DPO addresses
• Third-party freight forwarders
Certain destinations may be restricted due to carrier or regulatory limitations.
⸻
5. Address Accuracy — Customer Responsibility
You are responsible for providing a complete and accurate shipping address.
Email: support@cleo-home.com / hello@cleoliestyle.com
👉 Orders shipped to the address provided at checkout are considered fulfilled. Cleo is not responsible for delivery issues arising from incorrect or incomplete address details.
Address changes:
• Allowed before dispatch (not guaranteed)
• Not possible after dispatch
⸻
6. Failed Deliveries, Refused & Unclaimed Packages
A package is considered failed delivery if:
• Incorrect address
• Refused delivery
• Not collected
• Customs duties unpaid
In these cases:
• Customer bears re-shipping costs
• Refunds (if applicable) are issued:
• Minus original shipping
• Minus return shipping
• Minus 10% restocking fee
👉 Refunds apply only to product value and exclude all non-recoverable costs.
⸻
7. Lost or Stolen Packages
A package is considered lost after 10 business days past estimated delivery with no tracking movement.
👉 Once marked “Delivered”, Cleo is not liable for:
• Theft
• Misplacement
• Carrier delivery errors
👉 Risk of loss transfers to the customer upon confirmed delivery.
👉 For orders without signature confirmation, the customer assumes full responsibility after delivery.
Customers must:
• Contact carrier
• File local report
We will assist with documentation.
⸻
8. Damaged or Defective Items
Report within 48 hours of delivery with:
• Order number
• Photos (product + packaging)
Claims after 7 days are not eligible.
👉 Claims without sufficient evidence may be denied.
⸻
9. Customs, Duties, Taxes & Import Fees
Customers are responsible for all:
• Duties
• VAT
• Import taxes
• Brokerage fees
These are not included in the product price.
👉 Customs delays are not grounds for refunds.
👉 Unpaid duties = treated as refused shipment.
⸻
10. Pre-Orders & Back-Orders
Dispatch timelines are estimates.
Orders ship together unless split requested (extra cost).
⸻
11. Order Changes & Cancellations
Changes must be requested within 6 hours.
After dispatch: no cancellations allowed.
⸻
12. Shipping Costs
Shipping fees are non-refundable unless Cleo is at fault.
⸻
13. Force Majeure
Cleo is not liable for delays caused by:
• War
• Weather
• Customs
• Carrier disruptions
• Government actions
⸻
14. Delivery Guarantee & Compensation
If not delivered within 30 business days, excluding exceptions:
👉 Eligible for store credit only (sole form of compensation)
⸻
15. Chargeback & Dispute Policy
Contact us first: support@cleo-home.com / hello@cleoliestyle.com
👉 By placing an order, you agree not to initiate a chargeback before contacting Cleo.
👉 Chargebacks for delivered orders may be considered fraudulent.
We will contest disputes with:
• Tracking proof
• Delivery confirmation
• Communication logs
Fraudulent chargebacks may result in:
• Account ban
• Collections
• Legal action
⸻
16. Limitation of Liability
Cleo’s liability is limited to product value only.
No liability for indirect or consequential damages.
⸻
17. Governing Law
Governing law: Wyoming, USA
Jurisdiction: Wyoming courts only
⸻
18. Policy Updates
Available at:
https://cleo-home.com/pages/shipping-policy
⸻
19. Agreement
By placing an order, you agree to this policy in full.
All orders are shipped within 2 business days of you placing the order depending on your location and fastest available service. Typical delivery time frame is between 5 to 7 business days however, you may receive your items much earlier. All orders are shipped with tracking number and full insurance so you can track it every step of the way!
WHEN WILL I RECEIVE MY ORDER?
Orders are shipped out directly from one of our many domestic & international warehouses and they will ensure you receive your order as fast as possible! Due to high demand on our offers, please allow 7 working days in special circumstances for delivery in the United States, Canada, United Kingdom, New Zealand, Australia and all European Union Countries. Other countries can take an estimated 2-3 weeks (varies depending on product) due to international shipping and custom procedures.
WHAT HAPPENS IF I DIDN’T RECEIVE MY ORDER?
We have our own custom tracking system for all shipments. It is highly unlikely you will not receive your order other than a mistake by the postal service delivering to the wrong address.
If you have any questions regarding your order or shipping, please reach out to us at Hello@cleolifestyle.com immediately and let us know what’s going on. We will do what it takes to make it right for you.