To learn more about the specifics in your province:
Customer Service is currently experiencing a higher than normal volume of inquiries. Our service agents are working from home as a result of COVID-19 precautionary social distancing and safety measures. As such, email is a preferred method of contact. If you prefer to call and are directed to voicemail, please leave a voicemail. Voicemails are returned in the order that they are received, once again, with high volumes the return messaging may be delayed. We are working to return your call or email as quickly as possible, and we thank you for your understanding.
Return & Exchange Policy - No Sale is Ever Final
Not totally satisfied with your purchase? We want to make it right. That's why returns at cleo.ca can be made at any time. No sale is ever final. Here’s how:
With receipt: Purchases made instore (including purchases through our In Store Order service) - or purchases made online at cleo.ca can be returned at any Cleo’s store. Present the unworn item(s) with the tags attached, along with your original receipt received at the time of purchase, within 45 days of the in store purchase or in the case of online orders, within 45 days of the online ship date, to receive a full refund in the original form of payment. A gift card will be issued for the full amount for returns made more than 45 days after the instore purchase or online ship date.
For returns of online purchases or purchases made through our In Store Order service, shipping charges are non-refundable. The original credit/debit card must be presented at the time of return, or a gift card will be issued.
Without receipt: For returns without the original receipt, a gift card will be issued in the amount of the current selling price of the item(s). If the merchandise is no longer available for sale then a gift card will be issued at a fixed price, depending on the item(s) being returned. For in store returns without a receipt, valid photo identification must be presented at the time of the return.
UPDATE (MAY 2020): Due to store closures related to COVID-19, we will offer customers 45 days after our stores re-open to return or exchange purchases made between February 1, 2020 and the store re-opening date. All other terms & conditions will apply. Please refer to the chart at the bottom of this page for applicable dates in your province.
*Items sold as part of a permanent store closure are final sale.*
Returns to cleo.ca
Online purchases from cleo.ca can be returned to any Cleo’s store or by shipping the unworn item(s) with the tags attached and the original online receipt to our distribution centre address below. In store purchases cannot be returned to our distribution centre. Return shipping fees are the customer's responsibility and we recommend shipping the return using a trackable shipping method as you are responsible for the goods until we receive them. Please ensure your customer and billing address information is included in order for us to properly process your return.IMPORTANT: Please mark the item(s) being returned by circling or highlighting them on the original receipt. Please ship to:
Please ship to:
1530 Gamble Place
Winnipeg, Manitoba R3T 1N6
With receipt: Purchases received at the address above, within 45 days of original order ship date will receive a full refund in the original form of payment. Once we have processed your online return, a refund will be automatically be made in the form of the original payment. In the case of INTERAC® Online orders, the refund will be credited back to the online banking account used to purchase the items. We will notify you by email when your refund has been processed. Please note that shipping charges are non-refundable.
For unworn returns accompanied by the original receipt received more than 45 days after the original order ship date, a gift card will be issued for the full amount of the returned item(s). The gift card will be mailed to you at your billing address. Please allow up to 2 weeks for the gift card to arrive. The gift card may be used instore or online toward a subsequent purchase.
Without receipt: For returns without the original receipt, a gift card will be issued in the amount of the current selling price of the item(s). If the merchandise is no longer available for sale then a gift card will be issued at a fixed price, depending on the item(s) being returned. The gift card will be mailed to you at your billing address. Please allow up to 2 weeks for the gift card to arrive. The gift card may be used instore or online toward a subsequent purchase.
If you would like to exchange an item you purchased instore or online for a different size or color, you may exchange the unworn item(s) with tags attached at your nearest store with or without a receipt. Exchanges do not have a time limit and are subject to the available inventory in that store. In the event that an instore exchange is not available, the item(s) are subject to the refund policy.
At this time we are unable to accept exchanges on cleo.ca as we are unable to guarantee the availability of the item you want in exchange at the time that we receive your original item back. Instead we recommend exchanging the item in store or placing a new order online and returning the unwanted item(s).
Price Adjustment Policy
A one-time price adjustment on your original purchase in the original form of tender will be granted in store providing the original receipt is presented and the price adjustment is within 14 days of the original in store purchase date or online ship date. Please note that price adjustments will not be applicable during select promotional events such as Black Friday, Cyber Monday, Boxing Week, New Year's, etc. or in conjunction with a fundraising campaign.
UPDATE (MAY 2020): Due to store closures related to COVID-19, we will extend a one-time price adjustment within 14 days of store re-opening for items originally purchased in store between March 3 and March 17, 2020 and items originally purchased online between March 3, 2020 and the store re-opening date. All other terms & conditions will apply. Please refer to the chart at the bottom of this page for applicable dates in your province.
Other Terms & Conditions
Orders placed on cleo.ca cannot be cancelled or changed once they have been submitted as we begin order processing immediately. For further inquiries, please call us at 1-888-590-2536.
The following items cannot be exchanged or returned:
• Worn items
• Socks, tights, shapewear, earrings – due to hygienic reasons
• Items sold “As Is” or “final sale”
• Gift cards
Promotional discounts: The return amount is the amount paid for merchandise after all discounts are applied. If a promotional discount or coupon was applied to the original transaction, a portion of it may be subtracted from the returned item(s)
Returning a gift: For returns with a gift receipt, a gift card will be issued for the amount paid.
We reserve the right not to resell returned merchandise.
Returns & Exchanges Updated Policy June 2020
|Estimated Re-Opening Date||Returns Accepted Until||Price Adjustments Accepted Until|
|Ontario — Phase 1||Saturday, June 6 — Street Entrance Stores Only||Tuesday, July 21||Sunday, June 21|
|Ontario — Phase 2||Friday, June 19 — Select Regions & Stores||Monday, August 3||Saturday, July 4|
|Ontario — Phase 3||Thursday, June 25 — Select Regions & Stores||Sunday, August 9||Friday, July 10|
|Ontario — Phase 4||Friday, July 3 — Select Regions & Stores||Monday, August 17||Saturday, July 18|
|Newfoundland||Wednesday, June 17||Saturday, August 1||Thursday, July 2|
|Nova Scotia||Wednesday, June 10||Saturday, July 25||Thurday, June 25|
|New Brunswick||Wednesday, June 3||Saturday, July 18||Wednesday, June 17|
|Manitoba||Tuesday, May 19||Friday, July 3||Monday, June 1|
|Saskatchewan||Tuesday, May 19||Friday, July 3||Monday, June 1|
|Alberta - North||Saturday, May 30||Tuesday, July 14||Saturday, June 13|
|Alberta - South||Wednesday, June 3||Saturday, July 18||Wednesday, June 17|
|British Columbia||Wednesday, May 27||Saturday, July 11||Thursday, June 11|
Note: These dates are estimates only and are subject to actual store reopening dates. Please contact your local store for more information.