Customer Service / FAQ

Shipping

Domestic Shipping

• All orders shipped via UPS ground service may take up to 3-5 business days to fulfill before shipping.
• 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 Box or APO address will ship via USPS. Orders shipping via USPS may take 6-8 business days to fulfill prior to shipping.
• 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 days to complete.
• Hand Painted & Embroidered monograms may take up to 12 days to complete.
• 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 before shipping via the selected expedited method.
• Please note, our shipping carriers deliver Monday-Friday only so please consider this when selecting expedited options.
• All orders shipped to Hawaii, Alaska, Puerto Rico 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. Please note we can only accept returns for eligible products purchased on our website on or after 9/14/2023. 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, & 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. (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.)

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.

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. 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 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.

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. 

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

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 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.

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.

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 INFORMATION
Measured in inches. These size charts provide a general guideline to help you find your best fit. Measurements may slightly vary.

Baseball Tee

Le Bomb

Brigitte Blouse

Brigitte Dress

Charlotte Blouse

Charlotte Dress

Charlotte Ruffle T-Shirt Dress

Charlotte Sweatshirt

Classic Sweater

Classic Tee

Le Drop

Drop Shoulder Tee

Drop Shoulder Sweater

Drop Shoulder Sweatshirt

Le Drop Turtleneck

Ella Blouse

Emile Vest

Everybody Tee

Fair Isle Raglan Sweater

Felix Blouse

Franc Sweater

Ginette Jacket

Ginette Mini

Heavy Tee

Joelle Dress

Lilou Jacket

Manon Skirt

Marielle Sweater

Martine Dress

Odette Sweater Vest

Original Tee

Oversized Sweatshirt

Papa Cardigan

Le Petit Puff

Petit Ruffle Sweatshirt

Phoebe Blouse

Le Puff Longsleeve Tee

Raglan Open Weave Sweater

Ruffle Dress

Ruffle Sweatshirt Vest

Ruffle Tee

Shell Sweater

Single Needle Shirt

Le Snap

St. Martin Dress

St. Martin Pants

St. Martin Shorts

St. Martin Shorts w/ Pockets

St. Martin Top

SUN JELLY SANDALS

Sweatshirt

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). 

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, 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'.

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

info@clarev.com
(t)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