FAQs

How long does it take to process and ship my order?

Orders are typically processed within 1-3 business days, excluding weekends and holidays. Orders placed before 8 AM Eastern Time (ET), Monday through Friday, may begin processing the same business day. Orders placed after 8 AM will begin processing on the next business day. Once your order ships, you'll receive tracking information by email.

How can I track my order?

Once your order ships, you will receive a tracking number by email. You can use that tracking information to follow your shipment.

How long does delivery take after my order ships?

Delivery times vary depending on your location and carrier. Delivery estimates do not include our 1-3 business day processing time and may be affected by carrier delays.

Do you offer free shipping?

Yes. We offer free standard shipping on eligible Canadian orders over $75 before tax. Some locations, P.O. Boxes, and air-drop shipments may be excluded and charged applicable shipping rates.

Can I change or cancel my order after placing it?

Order details, including the shipping address, cannot be changed once an order has been placed. If your order has not yet shipped, please contact us as soon as possible to request a cancellation and place a new order with the correct information. Orders that have already shipped cannot be cancelled.

What happens if an item in my order is out of stock?

If an item becomes unavailable after your order is placed, we will contact you by email. You may receive a refund for the unavailable item and continue with the rest of your order, or cancel the entire order for a full refund, including applicable shipping charges.

What should I do if my tracking says delivered but I haven't received my package?

If your tracking shows delivered but you cannot locate your package, please contact us for assistance. Carrier-confirmed deliveries may be subject to the carrier's delivery investigation process.

Do you ship outside Canada?

Currently, we ship within Canada only. Shipping to the United States is temporarily paused, and we do not currently offer international shipping.

What is your online return policy?

Eligible online purchases may be returned within 30 days of receiving your order. Items must be new, unused, unopened, and in their original condition with the original invoice or packing slip.

Can I return an online order to a Cloré Beauty store?

Yes. Eligible online purchases may be brought to a Cloré Beauty store within the return period. In-store returns of online purchases are eligible for exchange or store credit only. Refunds to the original online payment method are not processed at retail stores.

How do I request a return for an online order?

Please contact our online Customer Care team with your order number, item name, reason for return, and photos if applicable. Once your request is reviewed and approved, we will provide return instructions.

Who pays for return shipping?

Customers are generally responsible for return shipping costs unless otherwise advised by our Customer Care team. We recommend using a tracked shipping service.

Which items are final sale or non-returnable?

Non-returnable items include clearance merchandise ending in $.97, BOGO merchandise, cosmetics, beauty tools and equipment, opened or unsealed merchandise, and certain wearable or hygiene-sensitive products.

Can I return wigs, ponytails, braiding hair, or hair extensions?

Wigs, ponytails, clip-in extensions, braiding hair, and similar wearable hair products are non-returnable due to hygiene and product-integrity requirements.

What should I do if I receive a damaged, defective, or incorrect item?

Please contact us before returning the item. Send your order number, item name, clear photos, and a description of the issue. Do not return damaged or incorrect merchandise by mail or to a store unless you receive instructions from us first.

What should I do if an item is missing from my order?

Please contact our online Customer Care team as soon as possible with your order number and the name of the missing item. We will review the order and follow up with you.

How will I receive my refund, and how long will it take?

Approved refunds are issued to the original payment method. Once processed, it may take up to 5 business days for the refund to appear on your account, depending on your bank or card issuer.

Will my original shipping fee be refunded?

Original shipping charges are generally not refunded for partial returns or partial refunds. If your entire order is cancelled or fully refunded, the original shipping charge may also be refunded, where applicable. Other circumstances may be reviewed on a case-by-case basis.

What is your in-store return and exchange policy?

Eligible in-store purchases may be returned for an exchange or store credit only. Refunds to the original payment method are not available for regular in-store returns. Items must be new, unused, unopened, and accompanied by the original receipt.

Do I need my receipt for an in-store return or exchange?

Yes. Please bring your original receipt with the item when requesting an in-store exchange or store credit.

Can I return or exchange clearance or final-sale items?

No. Clearance items ending in $.97, BOGO merchandise, and other final-sale or non-returnable items are not eligible for return or exchange.

What should I do if an item purchased in store is defective?

Please contact or visit the Cloré Beauty location where the item was purchased and bring the item and your original receipt. The store team will review the issue and assist you based on the item condition and applicable policy.

What payment methods do you accept?

We accept major credit cards and supported digital payment options available at checkout. Available payment methods may vary depending on how and where you shop.

Do you accept Afterpay?

Yes. Afterpay is available as a Buy Now, Pay Later option for eligible purchases. Approval and repayment terms are determined by Afterpay.

Why isn't my promo or discount code working?

Please check that the promotion is still active and that the items in your cart meet the promotion requirements. Some promotions are applied automatically, while others may have specific product, date, quantity, or usage conditions. If your discount still does not apply, please contact Customer Care.

How can I check if a product is available at a specific Cloré Beauty store?

You can contact our Customer Care team by phone or email and we can help check product availability at a specific store. You can also contact the store directly to confirm current stock before visiting.