Customer Service / FAQ

Shipping

Domestic Shipping

Shipping on Gold Foil, Hand Painted & Embroidered Monogram Orders

Returns & Exchanges

To submit your return online CLICK HERE

Return Policy

Items can be returned within 30 days from receipt for exchange, refund, or store credit. 

Please note, we will be flexible and willing to accommodate returns beyond the return time frame during this time, as we know it may be difficult.

SALE, PERSONALIZED ITEMS, FRAGRANCE & INTERNATIONAL ORDERS ARE FINAL SALE

Please note: For items that were purchased in a Clare V. store or via phone order with a Clare V. associate—If you'd like to return these to our website/CV headquarters, please email info@clarev.com to request a return label.

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 and exchanges may take up to 3 weeks 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. store or ClareV.com. 

Please note: For items that were purchased in a Clare V. store or via phone order with a Clare V. associate—If you'd like to return these to our website/CV headquarters, please email info@clarev.com to request a return label.

1) You will receive instructions & a pre-paid shipping label via email. (Shipping fees are deducted from the final refund amount, except exchanges, which are free)

2) Print the shipping label.

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

4) We will notify you via email throughout the return/exchange process.

To return at a Clare V. store

Returns can be brought to any Clare V. store for refund, exchange or store credit.

Please note: 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 exchange, store credit or ship the return back to CV headquarters to issue a refund on original form of payment.

Gift Returns (U.S Orders only)

Gifts are eligible for exchange or store credit, if returned within the eligible time frame. Please email info@clarev.com 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. Price adjustments are issued in the form of a store credit (electronic gift card), for use on a future purchase. 

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 or by phone 866-745-2241 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.

Shipping

Returns should be mailed back to our studio headquarters:

Clare V.

Attn: Webstore Returns

3012 Worthen Ave.

Los Angeles, California 90039

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. Cosmetic issues are not covered under our repair policy. Purchases made at our Sample Sale are not covered under our repair policy. 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 INFORMATION

Camp Fit Tee

Shopping Online

What credit cards does Clare V. accept?

Clare V. accepts Visa, MasterCard, and American Express.

How do I track my order?

For all online orders, you will be emailed at time of shipment with shipping confirmation and tracking information.

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 California, Colorado, Connecticut, District of Columbia, Georgia, Hawaii, Illinois, Indiana, Kentucky, Maine, Maryland, Massachusetts, Michigan, Minnesota, New Jersey, New York, North Carolina, Ohio, Pennsylvania, Texas, Utah, 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. 

Product Guarantee

All 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 any that may be the result of any manufacturing defects. Cosmetic issues are not covered under our repair policy.

Please direct any inquiries about our repair policy or submit a repair request for your Clare V. bag to repairs@clarev.com.

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'.

Privacy Policy

Clare V. is dedicated to protecting your data privacy and safety. We want to be completely transparent about how we use it—this policy explains what data we collect about you, why and how we use it, as well as how we share and manage your information. It also provides your choices and rights regarding this data, so please read it carefully to be fully informed.

WHAT INFORMATION WE COLLECT AND WHY

When you shop online with Clare V., we collect your data in a variety of ways, including when you choose to share it with us.

When you purchase at a Clare V. store, we may ask you for the following information to contact you about your purchase or send you a receipt via email. You have the option to agree with or deny sharing this information with us.

Email address

Name

Shipping Address

Phone number

When you purchase on ClareV.com, we will ask for the following information. This information is necessary to collect payment, process & ship your order, and to communicate order status.

Email address

Name

Shipping & Billing Address

Phone number

Payment details

You have the option during checkout to create an account with ClareV.com. If you choose to create an account, we will create a profile containing your order history & stored addresses for easy access. All of your order history is stored within our system, so creating an account simply provides you with access to that information.

When you sign up for our email newsletter, we will ask for your email address. Additionally, you have the option to share the following information with us, which we use to personalize the marketing messages you receive from us.

Name

Email

Birthday (MM/DD) to receive an annual birthday offer from us

Local Store Preference for localized store updates

Preferred Topics

You can choose to stop receiving Clare V. emails at any time, by clicking “unsubscribe” at the bottom of any Clare V. marketing email.

When you contact our Customer Care team via email or phone, we will ask for information to identify you in our system. This is needed to provide timely assistance. We may also ask for your feedback in shopping or communicating with us to improve our services.

When you visit ClareV.com, the following technical information will be collected, in order to protect your data and our website. We also use this information to improve our shopping experience, products and services provided.

IP address

Your browser type

Your operation system

Your browse behavior on our website, such as product pages visited

Shopping behavior on our website, utilized for delivery of re-marketing and promotional offers

We also use ‘cookies’ to collect data on pages you view on our site, as well as to power the delivery of re-marketing and promotional offers. You can view our ‘cookie’ policy for more details on this topic.

USING INFORMATION ABOUT YOU

We use your contact information for analytical and marketing purposes, such as:

Confirming and tracking your order, subscription, or registration;

Analyzing preferences, trends, and statistics;

Informing you of our new products, services, and offers; and

Providing you with other information from and about Clare V.

We contact you only in ways compatible with your communication choices. To the extent necessary for such purposes, we take reasonable steps to make sure that your contact information is accurate, complete, current, and otherwise reliable.

From time to time we might establish a business relationship with other persons or entities whom we believe trustworthy and whom we have asked to confirm that their privacy policies are consistent with ours. These are known as our Select Partners. In such cases we might rent, exchange, share and/or cross-reference information, including contact information about you that will enable such persons or entities to contact you regarding products and services that may be of interest to you.

ADS ON OTHER SITES

If you choose to give other sites your data (such as Google or Facebook) their rules apply to that data, not ours. We do purchase ads on these sites, so if you have provided them with your data, then you will likely see our ads on these sites. If you do not wish to see these ads, you will have to contact the other sites directly.

WHAT DO WE DO WITH YOUR INFORMATION? 

When you purchase something from our store, as part of the buying and selling process, we collect the personal information you give us such as your name, address and email address. 

When you browse our store, we also automatically receive your computer’s internet protocol (IP) address in order to provide us with information that helps us learn about your browser and operating system. 

Email marketing (if applicable): With your permission, we may send you emails about our store, new products and other updates.

We may share your data within the Clare V. company. We may also share it with others who help us serve you. Because we work with Shopify, we will share your data with Shopify and some supporting companies to help us process data, host our digital channels, process payments, send communications, fulfill orders, or provide us or you with services while shopping with us. These companies are required by law to protect your data and cannot use your data with the exception of helping us provide you with products and services or as allowed by the privacy law and our contracts.

Shopify Inc. uses a combination of data centers and cloud service providers to store your personal data in the United States and Canada. When personal data is transferred to the United States, it is either done so through the EU-U.S. and Swiss-U.S. Privacy Shield, for Shopify’s own storage, or through contractual data protection addenda (DPAs) with third-party service providers. The EU-U.S. and Swiss-U.S. Privacy Shields are also considered adequate under the GDPR. Shopify’s Privacy Shield certification statement can be found on PrivacyShield.gov.

HOW WE GET YOUR CONSENT 

When you provide us with personal information to complete a transaction, verify your credit card, place an order, arrange for a delivery or return a purchase, we imply that you consent to our collecting it and using it for that specific reason only. 

If we ask for your personal information for a secondary reason, like marketing, we will either ask you directly for your expressed consent, or provide you with an opportunity to say no.

AGE OF CONSENT 

By using this site and/or by accepting our policies, you represent that you are above the age of 16. If you are below the age of 16, then a parent or legal guardian must consent on your behalf. If we learn that we have collection any data for someone aged under 16, then we will delete it.

WITHDRAW CONSENT 

If after you opt-in, you change your mind, you may withdraw your consent for us to contact you, for the continued collection, use or disclosure of your information, at any time, by contacting us at info@clarev.com or mailing us at: 

3012 Worthen Ave., Los Angeles California US 90039

CALIFORNIA RESIDENTS 

If you are a California resident and have provided us with your Personal Information, you may ask us to refrain from sharing your Personal Information with third parties, including our affiliates if they are separate legal entities, for direct marketing purposes. Please tell us your preference by email info@clarev.com . 

You have the right to opt out, which is the right to, at any time, direct Clare V. not to sell your information to third parties;

Your information may be sold to third parties or affiliates for marketing purposes;

If you direct Clare V. not to sell your information, then we are prohibited from selling that information unless you later expressly authorize the sale of your personal information;

Clare V. may not sell the personal information of minors without (1) the minor’s prior consent if the child is aged 13-16, or (b) the minor child’s parent’s consent if the child is less than 13.

DISCLOSURE 

We may disclose your personal information if we are required by law to do so or if you violate our Terms of Service.

SHOPIFY 

Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you. 

Your data is stored through Shopify’s data storage, databases and the general Shopify application. They store your data on a secure server behind a firewall.

PAYMENT: 

If you choose a direct payment gateway to complete your purchase, then Shopify stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted. 

All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, Mastercard, American Express and Discover. PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers. 

For more insight, you may also want to read Shopify’s Terms of Service (https://www.shopify.com/legal/terms) or Privacy Statement (https://www.shopify.com/legal/privacy).

THIRD-PARTY SERVICES 

In general, the third-party providers used by us will only collect, use and disclose your information to the extent necessary to allow them to perform the services they provide to us. 

However, certain third-party service providers, such as payment gateways and other payment transaction processors, have their own privacy policies in respect to the information we are required to provide to them for your purchase-related transactions. 

For these providers, we recommend that you read their privacy policies so you can understand the manner in which your personal information will be handled by these providers. 

In particular, remember that certain providers may be located in or have facilities that are located a different jurisdiction than either you or us. So if you elect to proceed with a transaction that involves the services of a third-party service provider, then your information may become subject to the laws of the jurisdiction(s) in which that service provider or its facilities are located. 

As an example, if you are located in Canada and your transaction is processed by a payment gateway located in the United States, then your personal information used in completing that transaction may be subject to disclosure under United States legislation, including the Patriot Act. 

Once you leave our store’s website or are redirected to a third-party website or application, you are no longer governed by this Privacy Policy or our website’s Terms of Service.

SHOPIFY DISCLOSURES TO THIRD PARTIES

Shopify will never independently sell personal data for commercial purposes. However, Shopify does disclose personal data to third parties or allow third parties to access personal data to help provide services—for example, to:

Store platform data

Operate the forums and other portions of Shopify's website

Respond to and manage support inquiries

Additionally, Shopify may provide personal data, where permitted to prevent, investigate, or respond to:

Potential fraud

Illegal conduct

Physical threats

Violations of any agreements with Shopify

Shopify also provides information to third parties when legally required to do so. Where Shopify believes it is legally required to provide information, and not legally prohibited from disclosing the existence of the legal order, it will notify the data subject and give the data subject a chance to seek a protective order.

LINKS ON OUR SITE 

When you click on links on our store, they may direct you away from our site. We are not responsible for the privacy practices of other sites and encourage you to read their privacy statements.

PROTECTING YOUR DATA 

Shopify is our data processing partner. To protect your personal information, Shopify takes reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed. 

If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption. Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards. For more information, you can view the Shopify Privacy Policy.

To keep your data safe, we ask you to pick a password when you create an account. You should avoid using the same password across sites or sharing your password information with anyone. Doing so makes your data vulnerable, and it’s very hard for us to protect you from another person’s breach.

Also, please note that Clare V. will never ask for your password, so if you receive anything suspicious from someone pretending to be us, don’t give them your information.

COOKIES 

‘Cookies’ are small text files stored on your computer when you visit certain web pages. We use these important pieces of information to remember who you are when you come back and visit, keep track of what you have in your basket and tailor our website exactly to your needs.

Cookies do not store personally identifiable information such as name, address or payment details, but they do provide us with encrypted information to help improve your experience of the site. For example, they help us identify errors, suggest related products you may like when browsing and allow you to connect with social media sites such as Facebook, Twitter and Pinterest. We do use other "third party" cookies who may also set cookies during your visit to be used for retargeting purposes. You always have the option of disabling cookies, but your browsing experience will be compromised. Cookies also do not cause harm to your computer. To see more detail, view our Cookie Policy page at https://www.clarev.com/pages/customer-service-faq-cookie-policy.

YOUR RIGHTS

You have the right to control your data and we know you want the ability to do so. We serve customers all over the world which means data privacy laws can differ in certain countries. If you are a European resident, here are a list of rights which apply to you:

You can request that we correct your data or delete all or some of it

You can request a copy of your data or info about what we collect, why & who we share it with

You can request to transfer data you gave us to other companies

You can request that we stop using some data

You can request that we stop sending you marketing

You can make a complaint to a local data protection authority

Clare V. will defend your rights and work with you to make sure you feel that your data is protected. If you have any questions regarding your rights, please contact us at info@clarev.com.

CHANGES TO THIS PRIVACY POLICY 

We reserve the right to modify this privacy policy at any time, so please review it frequently. We will post any change to this page. If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it. The last update to this policy was July 6, 2020.

If our store is acquired or merged with another company, your information may be transferred to the new owners so that we may continue to sell products to you.

QUESTIONS AND CONTACT INFORMATION 

If you would like to: access, correct, amend or delete any personal information we have about you, register a complaint, or simply want more information contact our Privacy Compliance Officer at info@clarev.com or by mail at:

Clare V. 

Privacy Compliance Officer 

3012 Worthen Ave., Los Angeles California US 90039 

Cookie Policy

What are cookies?

A cookie is a small amount of information that’s downloaded to your computer or device when you visit certain websites. We use a number of different cookies on the Shopify website, including strictly necessary, performance, advertising, and social media or content cookies. Cookies make your browsing experience better by allowing the website to remember your actions and preferences (such as login and region selection). This means you don’t have to re-enter this information each time you return to the site or browse from one page to another. Cookies also provide information on how people use the website, for instance whether it’s their first time visiting or if they are a frequent visitor. Read more about cookies (and other similar tracking technologies) and how we use the data collected through these technologies, in the Shopify Privacy Policy at https://www.shopify.com/legal/privacy.

What cookies do we use and why?

Some cookies are necessary to allow you to browse our website, use its features, and access secure areas. The use of these cookies is essential for the website to work. For example, we use user-input cookies for the duration of a session to keep track of a user’s input when filling in forms that span several pages.

We also use functional cookies to remember choices you’ve made or information you’ve provided, such as your username, language, or the region you are in. This allows us to tailor your website experience specifically to your preferences. For example, authentication cookies are functional cookies that are used for the duration of a session (or persistent, if you agree to the “remember me” function) to allow users to authenticate themselves on subsequent visits or to gain access to authorized content across pages. The functional cookies we use include:

• User-centric security cookies to detect authentication abuses for a limited persistent duration, like repeated failed login attempts. These cookies are set for the specific task of increasing the security of the service.
• Multimedia content player session cookies (flash cookies) are used for the duration of a session to store technical data needed to play back video or audio content (e.g. image quality, network link speed, and buffering parameters).
• Load balancing session cookies are used for the duration of the session to identify the same server in the pool in order for the load balancer to redirect user requests appropriately.
• User interface customization persistent cookies are used to store a user’s preference regarding a service across web pages.

Shopify is dedicated to user experience and we use many tools to help us improve our website and our commerce platform. To this end, we use reporting and analytics cookies to collect information about how you use our website or our merchants’ storefronts, and how often. These cookies only gather information for statistical purposes and only use pseudonymous cookie identifiers that do not directly identify you. The performance cookies we use include:

• First party analytics cookies - We use these cookies to estimate the number of unique visitors, to improve our website, and to detect the most searched for words in search engines that lead to a webpage. These cookies are not used to target you with online marketing. We use these cookies to learn how our website is performing and make relevant improvements to improve your browsing experience.
• Third party analytics cookies - We also use Google Analytics and other third-party analytics providers listed below to help measure how users interact with our website content. These cookies “remember” what our users have done on previous pages and how they’ve interacted with the website. For more information on Google Analytics, visit Google’s information page at: https://developers.google.com/analytics/devguides/collection/analyticsjs/cookie-usage
• For instructions on how opt out of Google Analytics, see below.

Advertising cookies are used on our website to tailor marketing to you and your interests and provide you with a more personalized service in the future. These cookies remember that you visited our website and we may share this information with third-parties, such as advertisers. Although these cookies can track your device’s visits to our website and other sites, they typically cannot personally identify you. Without these cookies, the advertisements that you see may be less relevant and interesting to you. Read more about how companies use cookies to conduct targeted or retargeted advertising at https://www.networkadvertising.org/understanding-online-advertising/. Shopify does not set advertising cookies through our website themselves, but Clare V. may choose to do so independently.

Finally, Social and Content cookies are placed by many social media plugins (for example the Facebook ’like’ button), and other tools meant to provide or improve the content on a website (for example services that allow the playing of video files, or that create comments sections). We integrate these modules into our platform to improve the experience of browsing and interacting with our website. Please note that some of these third party services place cookies that are also used for things like behavioral advertising, analytics, and/or market research. things like behavioral advertising, analytics, and/or market research.

COOKIES NECESSARY FOR THE FUNCTIONING OF THE STORE:

REPORTING & ANALYTICS

When visitors load Shopify’s websites, we generally place the following Shopify cookies:

COOKIES NECESSARY FOR THE FUNCTIONING OF THE SITES

REPORTING & ANALYTICS

Additionally, we use pixels and tags from the following third parties, which may in turn place cookies:

REPORTING & ANALYTICS:

ADVERTISING:

SOCIAL MEDIA & CONTENT:

How long will cookies remain on my computer or mobile device?

The length of time that a cookie remains on your computer or mobile device depends on whether it is a “persistent” or “session” cookie. Session cookies last until you stop browsing and persistent cookies last until they expire or are deleted. Most of the cookies we use are persistent and will expire between 30 minutes and two years from the date they are downloaded to your device. See the section below on how to control cookies for more information on removing them before they expire.

How to control cookies?

You can control and manage cookies in various ways. Please keep in mind that removing or blocking cookies can negatively impact your user experience and parts of our website may no longer be fully accessible.

Most browsers automatically accept cookies, but you can choose whether or not to accept cookies through your browser controls, often found in your browser’s “Tools” or “Preferences” menu. For more information on how to modify your browser settings or how to block, manage or filter cookies can be found in your browser’s help file or through such sites as: www.allaboutcookies.org.

Many of the third party advertising and other tracking services listed above offer you the opportunity to opt out of their tracking systems. You can read more about the information they collect and how to opt out through the privacy policy links listed above.

Contact Us

CUSTOMER SERVICE

(t)866-745-2241
info@clarev.com
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, Russia, & the UK: Raffaella Re raffaella@findingsinc.com
(t)213-622-0717

PRESS INQUIRES

press@clarev.com
(t) 212-277-3886