Frequently Asked Questions

Ready to order?

Pick a style, colour and size, then add it to your bag. At checkout, review your address and payment details before confirming your purchase.

Need to update or cancel a purchase?

Contact our customer care team promptly with your order number. Whether we can make the change depends on how far your order has progressed.

Missing your order confirmation?

Look in your junk folder and check the email address entered at checkout. If you still need help, contact our customer care team with the name and email used for your purchase.

When should I expect my parcel?

Delivery estimates depend on your destination. Check our shipping policy for details, or ask our customer care team about your location.

Is delivery included?

Yes. Clara Valdes offers free shipping on every order.

Where can I see tracking updates?

Open the order status link in your confirmation email. Carrier updates appear when tracking information is available.

What if my parcel is taking longer?

Send your order number and the latest tracking update to our customer care team so we can look into the delay.

What are the conditions for a return?

Please read our return policy for the applicable time limit, item condition requirements and any exclusions.

How can I request a return?

Contact our customer care team with your order number and the item you would like to send back. Ask for the return instructions before posting your parcel.

Are return postage costs included?

Please check our return policy for return postage arrangements. For an incorrect or damaged item, contact our customer care team before paying to send it back.

When will my refund appear?

Check our return policy for the processing timeframe. The time a credit takes to appear can also depend on your payment provider.

Are discounted purchases eligible for return?

Review our return policy and any conditions shown with the item before ordering. If anything is unclear, ask our customer care team.

Which size should I choose?

Use the measurements and fit information provided for the individual garment. If you are between sizes, send your measurements and the product name to our customer care team for guidance.

Which sizes are available?

The size selector on each product page shows the options for that style. Availability can differ between garments and colours.

How can I pay for my purchase?

Checkout shows the payment options available for your order. These can vary with your country, currency and device.

How is checkout protected?

Our Shopify checkout uses an encrypted HTTPS connection. Enter payment details only through checkout, and never send card numbers or security codes by email.

What if my payment will not go through?

Check the billing details and follow any verification request from your bank. If the problem continues, contact your card provider or choose another available payment option.

How can I get in touch with Clara Valdes?

Reach out to our customer care team. Include your order number if your message concerns an existing purchase.

Where can I shop the collection?

Browse Clara Valdes online through our collection. For questions about any other shopping options, contact our customer care team.