Refund policy

We want you to be completely happy with your Dear Cleo Pearl Hair Tie! If you are not 100% satisfied, you can pay to ship your order back to us for a full refund of the product within 90 days of your purchase date. Product must be unused and in the original condition in which you received them. Please note that we do not offer refunds or accept returns for change of mind.

To receive a refund:

Product must be purchased directly from www.dear-cleo.com
Request to return is within 90 days of purchase date
The product is in perfect, unused condition with original packaging and tags, and be in the same condition as when it was received (photo evidence is required)

Returns Process:

Contact us at hello@dear-cleo.com with ‘Returns Request’ in the subject line and include your order number, reason for return and photo evidence.
A team member will then provide you with the delivery address and shipping label.
Once your Dear Cleo item/s arrive, a team member will inspect to ensure in unused condition. We will verify whether you are entitled to a replacement with new products and provide instructions accordingly.
Once the refund is approved, it will take approximately 4 weeks after we receive your product (shipping charges are not refundable, we do not accept COD deliveries)

If the return is for a quality issue, please reach out to us at hello@dear-cleo.com with your order number and details.

Used Dear Cleo items cannot be returned unless defective.

Please select your items carefully – once an order is completed through the website, changes are not able to be processed and the returns process would need to be followed.

You can always contact us for any return question at hello@dear-cleo.com.

Text Marketing and notifications

By entering your phone number in the checkout and initialising a purchase, subscribing via our subscription form or a keyword, you agree that we may send you text notifications (for your order, including abandoned cart reminders) and text marketing offers. Text marketing messages will not exceed [INSERT A NUMBER] a month. You acknowledge that consent is not a condition for any purchase.
If you wish to unsubscribe from receiving text marketing messages and notifications reply with STOP to any mobile message sent from us or use the unsubscribe link we provided you with in any of our messages. You understand and agree that alternative methods of opting out, such as using alternative words or requests will not be accounted as a reasonable means of opting out. Message and data rates may apply.
For any questions please text HELP to the number you received the messages from. You can also contact us for more information. If you wish to opt out please follow the procedures above.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

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Refund policy

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