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Customer Service / FAQ

Shipping

US Shipping Map

 

Domestic Shipping

  • Orders shipping via UPS ground service may take up to 5 business days to fulfill before shipping. Orders shipping via USPS/UPS SurePost may require an additional day.
  • Orders shipped with Ground Shipping will arrive within 3 business days of their first scan with UPS to the states in Green on the above map & within 5 business days to the states in Blue.
  • Orders shipping to a PO address and orders to Puerto Rico will ship via USPS through UPS SurePost.
  • Free ground shipping for all domestic orders over $100
  • $5 flat rate shipping on domestic orders $0-$99.99
  • For information on International Shipping, please refer to the International menu of our FAQ.

Shipping on Gold Foil, Hand Painted & Embroidered Monogram Orders

  • Gold Foil Monogramming may take up to 7 additional days to complete prior to the fulfillment time.
  • Hand Painted & Embroidered monograms may take up to 12 additional days to complete prior to the fulfillment time.
  • Your item will ship via the selected method once it has been monogrammed.
  • Monogram Orders placed with Expedited Shipping are unable to be prioritized at this time.

Expedited Shipping

  • Expedited shipping options are available online.
  • Expedited orders may take 1-2 business days to fulfill prior to shipping via the selected method.
  • Please note, our shipping carriers deliver Monday-Friday only so please consider this when selecting expedited options.
  • All orders shipped to Hawaii, Alaska, and the US Virgin Islands are automatically expedited.

Returns

US shoppers: to submit your web order return online CLICK HERE.

International shoppers: to submit your web order return online CLICK HERE. For more information on International Returns please refer to the International menu of our FAQ.

Return Policy

Items can be returned within 30 days from purchase for refund or store credit.  We are unable to offer exchanges.

SALE (marked Final Sale), PERSONALIZED ITEMS, BEAUTY & FRAGRANCE ARE FINAL SALE.

To be eligible for a return, proof of purchase is required. Items must be unused, in original condition and packaging. Clare V. has the right to refuse returns that do not meet these requirements. 

Items may be returned by mail or to a Clare V. store (see details below on returning in one of our stores). Returns may take up to 3-5 business days to process starting from the date our warehouse receives the order.

To ensure a positive shopping experience for all our customers, if we identify an unreasonable return pattern through analysis, we may restrict or refuse future transactions from such customers at Clare V. stores or ClareV.com. 

Please note: For items that were purchased in a Clare V. store or via phone order with a Clare V. associate—Please reach out to the store to request a return label.

1) You will receive instructions & a pre-paid shipping label via email. (For U.S. customers, a $10 return shipping fee will be deducted from your total refund. Returns for store credit are free. Gift returns are refunded onto store credit. Purchases using a credit card gift card are unable to be refunded back to the gift card and will be issued store credit. For International customers: return shipping costs vary based on your location and are deducted from your refund. The variable return shipping cost will be displayed to you in our international return portal before you complete your return request. )

2) Print the shipping label.

3) Drop off your return at any UPS drop off location.

4) We will notify you via email once your return has been processed.

To Return at a Clare V. Store

Returns can be brought to any Clare V. store for refund or store credit. At this time, Clare V. stores are unable to issue refunds for orders paid via Paypal, ApplePay, or Amazonpay. For orders using these payment methods, stores can offer store credit or will contact our web team to issue a refund on original form of payment. Purchases using a credit card gift card are unable to be refunded back to the gift card and will be issued store credit.

Gift Returns (U.S Orders Only)

Gifts are eligible for store credit, if returned within the eligible time frame. Gift returns can be initiated online or in stores. Please include the order packing slip with all gifts for ease of return.

How do refunds work on Shop Pay Installments? What about partial refunds?

Affirm will refund payment to you, based on the total amount paid to date.

Price Adjustments

Requests for price adjustments will be honored up to 7 days from original purchase date, if the merchandise was purchased at full price and is marked down on ClareV.com or in one of our stores. The merchandise must be in stock and proof of purchase is required. Please note that adjusted orders will be final sale. Email info@clarev.com to request a price adjustment.

Price Matching

We are unable to price match discounts offered by other retailers that carry our products.  Any discounts offered on our products are at the retailer's discretion and only available through their site.

Order Cancellations

Orders may be cancelled within one hour of placing it. If an order has already been processed, any cancellation or adjustment requests will follow our return policy & procedure noted above.

Though we always make our best effort to ensure all items available online are in stock, Clare V. may cancel orders in the event of the unavailability of an item.

Late or Missing Refunds

If you haven’t received a refund yet, first check your bank account. Credits to original form of payment can take up to three business days to appear in your bank account, depending on bank processing times. If you still haven’t received your refund, please email info@clarev.com.

Defective & Mis-Shipped Items

While we inspect every order before shipping & strive to provide only the best in quality, we recognize that sometimes errors occur. We offer replacements at no shipping cost for defective or mis-shipped items. Simply notify us by email at info@clarev.com within 3 days of receiving the product. This will ensure we can promptly address your concerns.

Returns not following this policy will only be accepted at our discretion.

International

Shipping

  • International shipments are sent via DHL Express; shipping charges are included in the product price.
  • Please note: We do not ship to freight forwarding addresses.
  • Please refer to the table below for transit times from our warehouse in Los Angeles to your region of the world. The transit times below do not include order processing time. 

Region

Transit Time

Africa

up to 6 days

Asia

up to 6 days

Australia

up to 6 days

Canada

up to 3 days

Central America

up to 4 days

Europe

up to 5 days

South America

up to 5 days


Countries We Don't Ship To

Afghanistan, Åland Islands, Belarus, Bouvet Island, Brazil, British Indian Ocean Territory, Central African Republic, Christmas Island, Cocos (Keeling) Islands, Congo - Kinshasa, Cuba, Eritrea, French Southern Territories, Heard & McDonald Islands, Iran, Iraq, North Korea, Kosovo, Libya, Mali, Myanmar (Burma), Netherlands Antilles, Niger, Norfolk Island, Palestinian Territories, Pitcairn Islands, St. Pierre & Miquelon, Russia, Somalia, South Georgia & South Sandwich Islands, South Sudan, Sudan, Svalbard & Jan Mayen, Syria, Tajikistan, Tokelau, Ukraine, U.S. Outlying Islands, Western Sahara, Yemen


Return Policy

International return shipping costs vary based on your location and are deducted from your refund. The variable return shipping cost will be displayed to you in our international return portal before you complete your return request. International orders (outside of the United States) may be subject to VAT, import taxes, or other fees which your local customs authority deems appropriate. These VAT, import taxes, and other fees are paid to your local carrier or government and are not collected by Clare V. and thus cannot be refunded.

Items can be returned within 30 days from purchase for refund to original form of payment. We are unable to offer exchanges.

SALE (marked Final Sale), PERSONALIZED ITEMS & FRAGRANCE ORDERS ARE FINAL SALE.

To be eligible for a return, proof of purchase is required. Items must be unused, in original condition and packaging. Clare V. has the right to refuse returns that do not meet these requirements.

Items may be returned by mail or to any Clare V. store for refund. At this time, Clare V. stores are unable to issue refunds directly for international orders but are happy to assist you by taking the return and contacting our web team to issue a refund on the original form of payment.

Returns may take up to 3-5 business days to process starting from the date our warehouse receives the order.

To ensure a positive shopping experience for all our customers, if we identify an unreasonable return pattern through analysis, we may restrict or refuse future transactions from such customers at Clare V. stores or ClareV.com.

Please note: For items that were purchased in a Clare V. store or via phone order with a Clare V. associate—Please reach out to the store to request a return label.

Price Adjustments

Requests for price adjustments will be honored up to 7 days from original purchase date, if the merchandise was purchased at full price and is marked down on ClareV.com or in one of our stores. The merchandise must be in stock and proof of purchase is required. Email info@clarev.com to request a price adjustment.

Price Matching

We are unable to price match discounts offered by other retailers that carry our products. Any discounts offered on our products are at the retailer's discretion and only available through their site.

Order Cancellations

Orders may be cancelled within one hour of placing it. If an order has already been processed, any cancellation or adjustment requests will follow our return policy & procedure noted above.

Though we always make our best effort to ensure all items available online are in stock, Clare V. may cancel orders in the event of the unavailability of an item.

Late or Missing Refunds

If you haven’t received a refund yet, first check your bank account. Credits to original form of payment can take up to three business days to appear in your bank account, depending on bank processing times. If you still haven’t received your refund, please email info@clarev.com.

Defective & Mis-Shipped Items

While we inspect every order before shipping & strive to provide only the best in quality, we recognize that sometimes errors occur. We offer replacements at no shipping cost for defective or mis-shipped items. Simply notify us by email at info@clarev.com within 3 days of receiving the product. This will ensure we can promptly address your concerns.

Returns not following this policy will only be accepted at our discretion.

Duties & Taxes

International orders (outside of the United States) may be subject to VAT, import taxes, or other fees which your local customs authority deems appropriate. These VAT, import taxes, and other fees are paid to your local carrier or government and are not collected by Clare V. and thus cannot be refunded. 

Duties and taxes are calculated based on the items ordered, shipment destination, and the value of the purchase. If duties and taxes are charged at checkout, they will appear as a separate line item if not already included in product prices. Some countries require duties and taxes to be paid upon delivery and they will be the customer’s responsibility. It will be noted at checkout for full transparency before you complete your order! 

Please refer to the regional table below for details on what duties and taxes are included in the product prices shown.

Region

Duties & Taxes

Australia

All Duties & Taxes are included in product price

Canada

Duties are included in the product price, any additional Taxes are presented at checkout

European Union

All Duties & Taxes are included in product price

Israel

All Duties & Taxes are included in product price

Mexico

All Duties & Taxes are included in product price

Singapore

All Duties & Taxes are included in product price

Switzerland

All Duties & Taxes are included in product price

United Arab Emirates

All Duties & Taxes are included in product price

United Kingdom

All Duties & Taxes are included in product price

All Other Countries

Option to pay Duties & Taxes at checkout or upon delivery

 

Repairs & Product Care

 

GUARANTEE

The majority of Clare V. products are handmade in the United States. To reduce waste, all parts of the hide are used in crafting our bags and so there may be slight color and grain variations, which are characteristic of the natural leather and individual to each item. These leathers will only improve with age and use.

We proudly offer a guarantee that every Clare V. purchase, from Clare V. online, Clare V. stores, or one of our authorized retailers, meets our high standards of quality. This guarantee is a two-year repair policy for the structural function of our bags under normal wear and tear and anything that may be the result of any manufacturing defects. All jewelry made by us has a one-year warranty against manufacturer defects. Cosmetic issues are not covered under our repair policy. Apparel, sample sale and resale purchases, and retailer-exclusive items are not covered under our repair policy. Third party purchases abide by the manufacturer's guarantee, if applicable. Proof of purchase is required. 

Please direct any inquiries about our repair policy or to submit a repair request for your Clare V. bag to info@clarev.com. Request must include images of the perceived damage as well as proof of purchase (i.e. order number).

CLEANING/CARING FOR YOUR CLARE V. BAG

Our best recommendation for cleaning your Clare V. leather good is to take it to a trusted shoemaker or cleaners specializing in leather. Avoid exposing your bag to water and moisture.

ABOUT LEOPARD AND OTHER HAIR-ON LEATHERS

Our Hair-On bags are made with real calf hair. Like any item made with natural hair, it is delicate and can be susceptible to subtle damage or thinning over time caused by friction during use. This is not a defect in the leather or production of the bag, therefore these are not covered by our 2 year repair warranty. We recommend that you do not wear your bag with the hair turned towards your body where friction is more likely to occur. Please handle with care.

ABOUT NATURAL, UNDYED LEATHER

Natural undyed leather is a “naked” leather, which is untreated. Its natural beauty and texture darken and change over time as the leather is exposed to sunlight and handling. Marks on the leather are part of the “naked” leather and will fade over time as the leather darkens and ages.

ABOUT NUBUCK LEATHER

The beauty of nubuck comes from its natural and naked finish. Therefore, it can be susceptible to water damage, staining and color transfer. You may treat nubuck with a protectant to minimize these natural reactions.

SHORTENING OF STRAPS/CUSTOM STRAP LENGTHS

We are unable to shorten straps or make straps in custom lengths. If you find your strap is too long, we suggest taking it to a trusted shoemaker to have it shortened.

Sizing Info

 

APPAREL SIZE CONVERSION INFORMATION
The chart below provides international size conversions to help select your size. Measurements may slightly vary.

SIZE XS S M L XL XXL
US 0-2 2-4 6-8 8-10 10-12 14-16
UK/AUS 6 8 10 12 16 20
FRANCE 34 36 38 40 44 48
ITALY 38 40 42 44 46 48

Shopping Online

How do I track my order?

For all online orders, you will be emailed at time of shipment with shipping confirmation and tracking information. If using Shop Pay, you can also download the Shop Pay app to track your order.

What credit cards does Clare V. accept?

Visa, Mastercard, American Express, Discover, and JCB credit cards.

Additionally, we offer Shop Pay, PayPal, Amazon Pay, Apple Pay and Shop Pay Installments (in partnership with Affirm). 

Please note: some credit card gift cards may not be able to be used on the site, and if used are not able to be refunded.

Additional payments methods may differ for international customers based upon what methods are available locally.

How do I sign up for Shop Pay Installments?

1. Add items to your cart

2. Check out with Shop Pay

3. Choose to pay in 4 installments

Your first payment will either be due at checkout or 2 weeks after your purchase. The next 3 remaining installments will be automatically charged to your debit/credit card saved on Shop Pay every 2 weeks. You’ll receive an email reminder before each payment to keep you in the know.

Quick approval.

Easy payments (credit or debit cards).

Split your purchase into 4 easy payments.

What’s more—when you check out with Shop Pay, the delivery emissions from your order are automatically offset for free.

No hidden fees.

0% APR interest payments with no surprises.

Who do I contact if I have questions about Shop Pay or Shop Pay Installments?

For questions about payments through Shop Pay Installments, please contact Affirm Support at shop.affirm.com/help.

For questions about Shop Pay or the Shop App, please contact Shopify Support at shop.app/help.

Do I have to be registered for Shop Pay in order to access Shop Pay Installments?

Shop Pay Installments will be available to both existing and new Shop Pay users. If you are not yet registered for Shop Pay, you will be presented with the option to register in checkout and your details will be saved for future purchases.

What about partial orders?

If you order several items, we ship in-stock items immediately, and ship outstanding items as soon as they are complete.

Can I order by phone?

We are happy to take your order by phone. Please call our Customer Care Monday – Friday from 9AM – 5PM PST at 866-745-2241.

Can I use a discount code on sale items?

No, discount codes are not valid on sale merchandise.  

Which states do you charge tax for?

Clare V. charges sales tax on orders shipped to the state of Arizona, Arkansas, California, Colorado, Connecticut, District of Columbia, Florida, Georgia, Hawaii, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Nebraska, Nevada, New Jersey, New York, North Carolina, Ohio, Oklahoma, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Utah, Vermont, Virginia, Washington, Wisconsin.

A special note to those ordering a gift:

If you are ordering an item as a gift, please be sure to include the original invoice with the gift. Pricing is not visible on our invoices. 

Why should I register for an account?

Registering on CLAREV.com will make your next purchase from us even faster and easier! All it takes is your email address and a password that only you can access.

How do I register for an account?

New accounts can be created during the checkout process.

I forgot my password.

Click on LOGIN in the top right corner and then click 'Forgot password'.

Contact Us

CUSTOMER SERVICE

email: info@clarev.com
text or call: 866-745-2241
Monday-Friday
9AM-6PM PST 

WHOLESALE INQUIRIES

findings showroom
East Coast: Emily Mershon Costa emily@findingsinc.com
West Coast: Esther Kim esther@findingsinc.com
Europe, Middle East, & the UK: wholesale@clarev.com

PRESS INQUIRES

press@clarev.com
(t) 212-277-3886

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