Refund policy

Refund Policy

We want you to love what you order from Clara & William. If something isn't right, this policy explains how returns, refunds and cancellations work for customers in Canada.

Return window

You have 30 days from the day you receive your order to ask for a return.

Items that can be returned

  • Items must be unworn, unwashed and in the same condition you received them, with tags and original packaging.
  • We may refuse a return if an item has been worn, washed, altered or damaged after delivery.
  • For hygiene reasons, swimwear and underwear can only be returned if they are faulty.

Faulty, damaged or wrong items

If your item arrives faulty or damaged, or you received the wrong item, email us within 30 days of delivery with your order number and a photo of the problem. We will send you a replacement or a full refund, and you will not pay any return postage. In some cases we may not need the item back.

Change-of-mind returns

  • Return postage for change-of-mind returns is paid by the customer.
  • Our returns warehouse is located outside Canada, so return postage may cost more than a domestic parcel. We recommend a tracked service, as we can't refund a parcel we never receive.
  • Your original shipping was free, so nothing is deducted from your refund.

How to start a return

  1. Email us at infoclarawilliam@gmail.com with: your order number, your full name, the item(s) you want to return, the reason, and photos if the item is faulty or damaged.
  2. We will reply within 2 business days with the return address and instructions.
  3. Please don't send items back to the address on the parcel you received. Returns sent there can't be processed.

Refunds

Once your return arrives, we inspect it and email you to confirm. Approved refunds are issued to your original payment method within 15 days of receiving the return. Depending on your bank, it can take a few more business days to appear on your statement. We never charge a fee for a refund.

Exchanges

The fastest way to get a different size or colour is to return the item you have and place a new order for the one you want.

Cancelling an order

  • Before it ships: email us as soon as possible. If your order hasn't left the warehouse, we'll cancel it and give you a full refund.
  • After it ships: we can't stop the parcel. Once it arrives, follow the return steps above.
  • Late delivery: if your order hasn't been delivered within 30 days of the estimated delivery date, you may cancel it and receive a full refund, as provided by provincial consumer protection laws.

Your legal rights

Nothing in this policy limits the rights you have under the consumer protection laws of your province or territory, including the Quebec Consumer Protection Act.

Contact

Questions about a return? Email infoclarawilliam@gmail.com. Our customer service hours (Eastern Time) are Monday to Friday, 9 a.m. to 6 p.m.; Saturday, 10 a.m. to 5 p.m.; and Sunday, 11 a.m. to 4 p.m.