Frequently Asked Questions
Find answers to our most commonly asked questions below. Can't find what you're looking for? Contact our team and we'll be happy to help.
🛒 Orders
How do I place an order?
Placing an order is simple! Browse our collections, select your preferred item, choose your size and quantity, then click "Add to Cart". When you're ready, proceed to checkout, enter your shipping details and payment information, and click "Place Order". You'll receive a confirmation email shortly after.
Can I modify or cancel my order after placing it?
We process orders quickly to ensure fast delivery. If you need to modify or cancel your order, please contact us at support@clearuora.com within 12 hours of placing your order. Once an order has been dispatched, we are unable to make changes. In that case, you may return the item after delivery under our return policy.
How can I check my order status?
Once your order has been shipped, you will receive a shipping confirmation email containing your tracking number and a link to track your package. You can also log into your account on our website and visit the "My Orders" section to view real-time updates on your order status.
What should I do if I receive a damaged or incorrect item?
We sincerely apologize if this happens! Please contact us at support@clearuora.com within 48 hours of receiving your order. Include your order number and clear photos of the damaged or incorrect item, and we will arrange a replacement or full refund as quickly as possible at no extra cost to you.
🚚 Shipping & Delivery
What are your shipping options?
We offer the following shipping options:
- Standard Shipping — Affordable and reliable, delivered within 14–28 business days.
Shipping availability and rates may vary depending on your location.
How can I track my package?
Once your order has been shipped, you will receive a tracking number via email. You can use this number to track your package directly on the carrier's website or through our order tracking page. If you have not received your tracking information within 5 business days of placing your order, please contact us.
What happens if my order is delayed or lost?
If your order has not arrived within the estimated delivery window, please first check your tracking information for updates. If the tracking shows no movement for more than 5 business days, or if your package is marked as delivered but you haven't received it, please contact us at support@clearuora.com and we will investigate and resolve the issue promptly.
🔄 Returns & Refunds
How do I initiate a return?
We offer a 14-day return policy from the date of delivery. To initiate a return:
- Email us at support@clearuora.com with your order number and reason for return.
- Our team will review your request and provide return instructions within 1–2 business days.
- Pack the item securely in its original packaging with all tags attached.
- Ship the item back using the provided return label or your preferred carrier.
Please note: Items must be unworn, unwashed, and in original condition to be eligible for a return.
How long does it take to process a refund?
Once we receive and inspect your returned item, we will notify you via email. If approved, your refund will be processed within 5–7 business days and credited back to your original payment method. Please allow additional time for your bank or payment provider to reflect the refund in your account.
💳 Payment
What payment methods do you accept?
We accept a wide range of secure payment methods, including:
- Credit & Debit Cards (Visa, Mastercard, American Express)
- PayPal
- Apple Pay & Google Pay
- Shop Pay
- Bank Transfer (selected regions)
All transactions are encrypted and processed securely. We do not store your payment details.
👤 Account
Do I need to create an account to place an order?
No, you can check out as a guest without creating an account. However, we recommend creating an account to enjoy benefits such as order tracking, saved addresses, order history, and exclusive member promotions. Creating an account is free and only takes a minute!
📞 Customer Service
How can I contact customer service?
Our friendly customer service team is always ready to assist you. You can reach us through the following channels:
- Email: support@clearuora.com
What are your customer service hours?
Our customer support team is available during the following hours:
| Day | Hours |
|---|---|
| Monday – Friday | 9:00 AM – 6:00 PM |
We aim to respond to all inquiries within 24–48 business hours. Messages received outside of business hours will be replied to on the next working day.
Still have questions? We're here to help. Contact us anytime and our team will get back to you as soon as possible. 🌸