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Frequently Asked Questions
Please take a look at the sections below to find the answers you’re looking for. If you can’t find what you’re looking for or have additional questions, please don’t hesitate to contact us. We’re always here to help!
1. General questions
What is your return policy?
We offer a 30-day return policy on unworn items. Exchanges can be made for a different size or color within the same time frame.
Please see our returns section for more details.
How do I track my order?
Once your order is shipped, you'll receive a tracking number via email which you can use to track your package.
Can I cancel or modify my order?
We try to process orders as quickly as possible, but if you need to modify or cancel your order, please contact our customer service team as soon as possible. We'll do our best to accommodate your request.
Do you have a physical store?
No, but we do have select retail partners worldwide.
2. product questions
What size should I order?
Refer to our size chart on the website, which provides a detailed breakdown. We also recommend removing the internal sole of one of your shoes and measuring it to compare it to our size chart for the most accurate fit.
What are the materials CLAE use in its products?
Our shoes are crafted using a combination of premium leathers, sustainable materials, and innovative textiles to ensure both style and durability.
How do I care for this product?
Depending on the material, we recommend different care methods. For leather shoes, use a soft cloth and leather cleaner. For textile shoes, a gentle wash with mild soap should suffice.
Do you offer vegan or eco-friendly options?
Yes, we have a range of vegan and eco-friendly footwear options. Look for the "Vegan" labels on our product listings.
Are there any special care instructions for the eco-friendly range?
Our eco-friendly range is designed to be durable, but we recommend avoiding harsh chemicals and opting for eco-friendly cleaning products.
1. Do not wash your shoes in the washing machine, it may cause deformation.
2. To clean dab with a slightly-damp clot (you can also use commercial wet wipes that do not contain alcohol in the composition (wipes for baby often do not contain alcohol).
3. For deeper cleaning, use a color-safe cleaning solution.
4. Wipe dry and store away from direct sunlight and heat.
How do I know if a style will be restocked?
Popular styles are often restocked. You can sign up for restock notifications on the product page.
How do CLAE shoes compare to other brands in terms of comfort?
Our shoes are designed with comfort in mind, using cushioned insoles and ergonomic designs. Many customers find them to be exceptionally comfortable for all-day wear.
Do you offer a warranty on your shoes?
In case you believe you encountered a potential issue, please do not hesitate to contact our Customer Care team to inform about what was the issue you encountered, adding a few photos and your order number and they’ll assist you.
3. Payment Questions
What payment methods do you accept?
We accept a variety of payment methods including credit cards (Visa, MasterCard, American Express), PayPal, and Apple Pay.
Do you offer installment payment options?
Yes, we offer installment payment options with PayPal.
Pay in 4 with no interest and no late fees. Buy now, pay later with PayPal's payment options. Flexible installments empower you to buy what you need now, and pay for it later. Get started.
Is my payment information secure?
Yes, we take the security of our customers' payment information seriously. All transactions are processed securely and we use industry-standard encryption technology to protect your information.
4. Shipping Questions
How long will it take for my order to arrive?
Domestic orders typically take 3-5 business days, while international orders can take up to 10-15 business days.
Once an order is received in our system, it may take up to 2 business days to ship.
The delivery times vary based on location. Please refer to our shipping policy for more details.
During sales and other promotions, shipment delays may occur due to increased activity at our warehouse., This delay cannot constitute a reason for any pecuniary compensation.
How much does shipping cost?
Shipping cost depends on your location and the shipping method you choose. Please refer to our shipping policy for more details.
Do you offer free shipping?
Yes, we offer free shipping on orders above a certain amount. Please refer to our shipping policy for more details.
Do you ship internationally?
Yes, we offer international shipping to most countries. Shipping rates and times vary based on location.
5. Discounts
Are there any special discounts for first-time buyers?
Yes, first-time buyers can subscribe to our newsletter and receive a special discount code.
Do you offer gift cards?
Yes, we offer digital gift cards available for purchase on our website.
Is there a loyalty program or rewards system?
We value our loyal customers and offer a rewards program.
How can I contact customer service?
You can reach our customer service team via email, phone, or through the contact form on our website.
CLAE Los Angeles
100 avenue de l'Adour
Anglet 64600
FRANCE
Call us:
+33 09 51 25 23 44
9:30AM - 5:30PM EST
Email us:
support-eu@clae.com