Frequently Asked Questions (FAQ)
1. What is your shipping policy?
We offer free shipping on all orders to the United States, Canada, and the United Kingdom. Each item is carefully packed and handled to ensure safe and reliable delivery.
For more information, please refer to our Shipping Policy.
2. Do you deliver to collection points or pickup lockers?
At this time, we only deliver to the shipping address provided during checkout. Delivery to collection points or pickup lockers is currently not available.
3. What are your delivery times?
Orders are typically processed within 2 to 3 business days.
Once shipped, delivery usually takes between 4 and 9 business days depending on your location.
Total delivery time is approximately 6 to 12 business days.
During busy periods such as holidays or promotional sales, delivery may take slightly longer.
For full details, please refer to our Shipping Policy.
4. How can I track my order?
Once your order has been shipped, you will receive a shipping confirmation email containing your tracking number.
You can use this tracking number on our Track Your Order page to follow the progress of your delivery.
5. Which shipping partners do you use?
We work with trusted shipping partners to ensure reliable delivery of all orders. Depending on your location and logistics availability, local carriers may complete the final stage of delivery.
For more details, please refer to our Shipping Policy.
6. What if my package hasn't arrived or is lost?
If your order has not arrived within the expected timeframe, please first check the tracking information in your shipping confirmation email.
You can track your shipment at any time through our Track Your Order page.
If there is still no update, please contact us at support@clara-hayes.com.
If your parcel is confirmed lost in transit, we will either resend your order or provide a full refund.
7. What if my item arrives damaged or defective?
If your item arrives damaged, defective, or incorrect, please contact us within 7 days of receiving your package.
Email support@clara-hayes.com with your order number and photos of the item and packaging.
We will arrange a replacement or refund depending on the situation. For more details, please refer to our Return & Refund Policy.
8. How do I return an item?
You may request a return within 30 days of receiving your order.
To start a return, contact our support team at support@clara-hayes.com. Our team will provide instructions on how and where to return your item.
Items must be unused, in their original condition, and returned with the original packaging.
For full return instructions, please refer to our Return & Refund Policy.
9. How long does it take to process a refund?
Once your returned item has been received and inspected, refunds are typically processed within 10 business days.
You will receive a confirmation email once the refund has been issued.
Please note that it may take additional time for your bank or credit card provider to process and post the refund.
For more information, please refer to our Return & Refund Policy.
10. Who pays for return shipping costs?
If your item is damaged, defective, or incorrect, we will cover the return shipping costs.
For all other returns, return shipping costs are the responsibility of the customer.
Please contact our support team before sending any return.
For complete return conditions, please refer to our Return & Refund Policy.
11. What payment methods do you accept?
We accept the following payment methods: Visa, Mastercard, Apple Pay, Google Pay, and Shop Pay.
For more details, please refer to our Payment Policy.
12. What currency are payments processed in?
Prices are displayed in your local currency based on your location. We support USD for the United States, CAD for Canada, and GBP for the United Kingdom. Your order will be charged in the currency shown at checkout.
For more information, please refer to our Payment Policy.
13. Are my payments secure?
Yes. All transactions on our website are protected using SSL encryption and secure payment gateways to ensure that your personal and payment information remains safe.
For more details, please refer to our Payment Policy.
14. What should I do if my payment is declined?
If your payment is declined, please double check your card details, billing address, and available funds.
If the issue continues, we recommend contacting your bank or card provider.
You are also welcome to contact us at support@clara-hayes.com for assistance.
15. How can I contact customer support?
If you have any questions or need assistance, our support team is happy to help.
Email: support@clara-hayes.com
Phone: +1 251 373 2075
Contact form: Contact page
Store name: Clara & Hayes
Warehouse address: 396 Coolidge Ave, Rockville Centre, NY 11570, United States
Customer support hours
Monday to Friday: 9:00 AM – 5:00 PM (ET)
Weekends: 11:00 AM – 4:00 PM (ET)