JOSHUA CACTUS

Shipping & Handling
For your convenience, we ship through DPD or UPS within the European Union. Standard shipping within the EU takes 2-5 business days depending on the country.

Please note orders placed after 1PM will be processed the following business day. 

During sales and other promotions operations, shipment delays may occur due to the rise activity at our warehouse, this delay cannot constitue a reason for any pecuniary compensation.

Undelivered & Refused shipments that are returned to CLAE are subject to all applicable shipping fees.

If a shipment is refused, the customer takes full responsibility for the return of the shipment. If your refused shipment is received back to CLAE, you will receive a refund or credit minus the original shipping and return shipping fees. Should a refused shipment be lost or abandon by UPS, the customer takes full responsibilty for the loss. 

SHIPPING FEES PER REGION

DUTIES, CUSTOMS AND VAT INCLUDED IN ALL EU ORDERS

All CLAE.eu orders are shipped from our warehouse located in Rotterdam, The Netherlands. Duties, Customs and Value Added Taxes DO NOT apply to orders shipped within the European Union. Orders shipped outside the European Union may be subject to Duties, Customs and Value Added Taxes. These charges MUST be paid upon receipt of your order. Be sure to verify the additional cost you may incur with the authorities of the country the order is being shipped to.

At CLAE we want you to be fully satisfied with your purchase. If, for any reason, you decide you would like to return an item, we only accept returns in unworn, brand new condition for refund or exchange.
Customers have 30 days from the date of purchase to return items for exchange or refund. All footwear must be returned with the original, undamaged, unmarked CLAE shoe box, inside of a separate shipping box marked with the order number (#****). 

Please note: 

- CLAE does not offer free returns. All related return shipping fees are the customer's responsibility.

- Physical Retail Store and Other Online Retail Purchases cannot be accepted for exchanges or refunds from clae.eu.  

Usually, returns take 15 days to be treated. 

For returns originating from Switzerland, please be advised that we exclusively offer refunds and do not facilitate exchanges. Should you have any inquiries, kindly reach out to our dedicated customer service team at support-eu@clae.com.
 

EXCHANGE & REFUNDS

Orders are eligible for exchange or refund only within 30 days from date of purchase

In case of a Exchange :

Please visit our return portal and follow the steps.

Please provide the reference of the desired items (name, color and size). The desired item has to be available on the web store.

The item will be reserved to you during 30 days while your initial order is returned, the reserved item will be shipped to you upon receipt of your returned order.

Desired item price must correspond to the amount of the initial order.
If the desired item price is lower than the amount of the initial order, the price difference will be refunded on your initial order.
If the desired item price is higher than the amount of the initial order, the price difference will be charged with an electronic invoice sent by email.

In case of a Refund :

Please visit our return portal and follow the steps.

Refunds will be processed to the original form of payment once your return is received by our warehouse team.

Upon receipt of the package, the refund process can take up to 10 business days. 

WANT TO RETURN YOUR ORDER ? HERE IS WHAT TO DO :

We recommend you to choose a shipping option with tracking as CLAE is not responsible for lost or stolen packages.

1. Please visit our return portal with your order number (client reference on the packing slip, begins with a #) and the email address used when placing the order.
2. You will then receive return instructions by email.
3. Follow the steps and process to the shipment of your return to our return location
4. You will receive an email when the exchange or the refund has been proceeded

TO CONTACT US:

For Customer Service, please email us at : 
Email: support-eu@clae.com
Monday to Friday 10am to 12am - 2pm to 5pm