FAQ

Orders and payments

Which payment methods can I choose?

We keep things simple and flexible. You can pay with:

• Credit card (Visa, Mastercard, AMEX, UnionPay)

• Debit card (Bancontact, Sofort, iDEAL)

• PayPal

• Klarna

• Alma — Pay in 3 instalments (available with Belgian and French credit cards only, for purchases between €100 and €2000)

Is the payment secure?

 

Absolutely. Every transaction is protected by SSL encryption (Secure Socket Layer), the standard for secure online payments. Your data is safe, and your purchase is in good hands.

How can I use a discount code?

Found a little gift in the form of a discount code? Here’s how to use it:

1. Add your favourite pieces to your bag.
2. Head to checkout.
3. Enter your code in the “Discount code or gift card” field.
4. Click “Apply” and see your total update instantly.
   
   

Then simply complete your order and wait for your new Clio to arrive.

 

What if I want to cancel my order?

Changed your mind? No problem.

• If your order hasn’t shipped yet, contact us quickly and we’ll cancel it right away and refund you.
• If it’s already on its way, simply wait for it to arrive and follow our easy return procedure, or decline the delivery, and the package will be sent back to us. Cancelling an order is always free of charge.

 

You can reach our Customer Service by filling in our contact form or by phone at +32 471 84 31 89, Monday to Friday from 9:30 am to 5:00 pm.

 

Can I modify my order?

 

If your order hasn’t been shipped yet, contact us as soon as possible and we’ll do our best to help.

 

Once the order is on its way, it can no longer be modified, but you can return it once received.

Delivery

Shipping in Europe

Belgium

• DPD Standard delivery: €6.50 (free for orders over €95) — 1–2 working days

 

France, Monaco, Germany, the Netherlands & Luxembourg
• DPD Standard delivery: €10 (free for orders over €150) — 1–3 working days
• DHL Express: €30 — next working day (order before 12 pm)

UK & Switzerland
• DHL Express: €30 (free for orders over €150) — 1–3 working days
• Duties and taxes included (DDP)

Rest of Europe*

• DPD Standard delivery: €20 — 2–5 working days

• DHL Express: €40 — 1–2 working days

• Duties and taxes not included (DAP)

* For Albania, Andorra, Bosnia and Herzegovina, Iceland, Macedonia, Moldova, Montenegro, Norway, Serbia, and Turkey, only Express delivery is available.

Shipping outside Europe

United States

• DHL Express: €30 — 1–2 working days

• Duties and taxes included (DDP)

 

Canada

• DHL Express: €30 — 1–2 working days

• Duties and taxes included (DDP)

 

Asia & Oceania

• DHL Express: €40 — 2–4 working days

• Duties and taxes included (DDP)

 

Rest of the world

• DHL Express: €50 — 2–4 working days

• Duties and taxes included (DDP)

 

Taxes and duties

We ship from Belgium.

For destinations where duties and taxes are not included (DAP), additional charges may apply upon delivery. These are the responsibility of the customer.

We recommend checking with your local authorities before ordering, so there are no surprises.

When will my order be shipped?

Orders placed before 12 pm on working days are shipped the same day, once payment is confirmed.

During busy periods, such as sales, delivery may take a little longer due to higher parcel volumes. It doesn’t happen often, but if it does, your order is on its way and will reach you as quickly as possible.

Can I track my order?

Of course. Once your order has shipped, you’ll receive a confirmation email with a tracking link.

If you’ve chosen delivery to a pickup point, you’ll be notified as soon as your order is ready to collect.

What if I’m not home for delivery?

No worries:

·       You can use your tracking link to arrange delivery to a safe place or pickup point.

·       If the courier can’t deliver to your address, they’ll drop it at the nearest pickup point and let you know.

·       Pickup points hold packages for 7 days. If not collected, your order will be sent back to us and refunded once it arrives.

 

What if my order hasn’t arrived?

If your order hasn’t arrived within the expected timeframe, we recommend checking your tracking link first.

If you still need help, feel free to contact us. We’ll look into it and make sure everything gets sorted as quickly as possible.

What if I receive a damaged or incorrect item?

 

We’re sorry if that happens, it’s not the experience we aim to provide.

 

Please contact us as soon as possible, with a few photos of the item and your order number. We’ll take care of it and find the best solution for you.

Returns and exchanges

Can I return my order?

Changed your mind? No worries. You have 14 days from receiving your order to return any items purchased on our website, sales period or not.

 

We love our products as much as we love our customers, so please return your items in their original condition, with all labels attached.

For a smooth return, we recommend using our official return portal.

Important: Shipping costs for returns sent outside our official return portal are not reimbursed. (If you send the package yourself, we won’t be able to cover the cost.)

Returns within Europe

Returns are free for all orders placed in Europe.

·  Via your account: Log in, go to Your Orders, and click the return option next to the item you’d like to send back.

·  Direct link: Use this Return Portal and enter your order number (starting with #CG) and your postal code to request a return.

 

Next steps:

·      Enter your postal code and order/track & trace number.

·      Select the reason for your return.

·      Confirm that you wish to be reimbursed.

·      Choose a DPD Parcel Shop.

·      Check your return overview and confirm.

·      Print your return label: You can download it instantly online and receive it by email a few minutes later. Attach it to your parcel.

·      Send your package back: Drop your parcel at the selected DPD service point and let us take care of the rest.

 

Returning an article from another country?

No worries. You can still return your items, just at your own cost, as our free return service is only available within Europe.

Please send your parcel to:

OCTOGOLD SA
TSG Logistics
Allée de Salmonsart 1
7090 Soignies
BELGIUM

 

Don’t forget to include your delivery slip inside the package or add your original order number to the label. This helps us process your return more quickly.

When will I be reimbursed?

As soon as your return arrives and passes our quality check, we’ll send you an email to confirm your refund.

Your money will be returned to your original payment method. Once processed, it usually takes 2–4 working days from the moment we receive your parcel.

If your order was paid (fully or partially) with a gift card, the refunded amount will be credited back to a gift card. This cannot be transferred to a bank account, but we’ll be happy to adjust its validity date if needed.

Can I exchange an item?

We don’t do direct exchanges but switching it up is easy! If you fancy a different model or color, just return your original purchase and place a new order through our online shop.

Care and repair

Is it possible to repair my bag?

Every Clio bag and accessory is crafted to last, but if something goes wrong, we’ve got you covered. To have your item repaired in our atelier, please fill out our repair form. Don’t forget to include:

·       A few pictures of your bag or accessory

·       Your proof of purchase, purchase date or certificate of authenticity

Once we receive your request, we’ll get back to you within a few days with the next steps. Repairs typically take around 3 weeks.

Warranty & repairs

All Clio pieces come with a warranty. For metallic parts, coverage applies automatically, depending on use and care. For leather, a natural, living material, our workshop reviews each case individually to determine the best solution.

How do I take care of my leather handbag or accessory?

Leather is a living material, it breathes, ages beautifully, and thrives with a little love. At Clio, we create high-quality leather goods designed to be enjoyed for years, and we want to help you keep them in perfect shape.

Discover all our tips and tricks for cleaning, conditioning, and storing your leather pieces in our Care Guide 

 

Gift cards

 

Can I use my gift card in combination with other promotions?

 

Gift cards can’t be combined with promotions that require a discount code, but they can be used on items that are already on sale.

How long is my gift card valid?

Your gift card is valid for 1 year from the date of purchase. The expiry date is included in the confirmation email containing your code.

 

Is it possible to use my gift card in a Clio store or in a reseller shop?

 

Gift cards can only be used on our e-shop, and in our own flagship stores and pop ups. They are not valid with our retail partners.

Is it possible to use the amount of my gift card in several orders?

 

Yes, you can use your gift card over multiple orders.

 

At the moment, it’s not possible to check your remaining balance. The amount used will appear in your order confirmation email.

Is it possible to get the gift card refunded if the gift does not suit?

Yes, you have the right to withdraw and request a refund of your gift card within 14 days from the date of purchase of the gift card.

 

My Account

 

How can I create an account?

Creating an account is easy.

Click on the account icon in the top right corner of the page.
Then select “Register” and fill in your details to create your account.

 

How to login to my account?

Click on the account icon in the top right corner of the page.

 

Enter your email address and password, then confirm.

How can I manage my shipping address and personal info?

Your personal details and shipping addresses are saved in your account.

 

Once logged in, you can add, edit, or delete your information at any time, under the ‘Profile’ tab. This way, you won’t need to fill it in again when placing an order.


Clio Club / Loyalty program

 

What is the Clio Club?

The Clio Club is our loyalty program, a way to thank you for being part of the Clio world. It’s our way of staying connected, beyond the purchase.

With every purchase, you earn points. And along the way, you unlock discounts and exclusive moments: early access to collections, private invitations, and a few surprises.

 

How do I join the Clio Club?

Joining takes only a moment.

Simply create an account or log in, you’ll automatically become part of the Clio Club.

 

How do I earn points?

You earn points every time you shop.

You can also collect points through small moments, like subscribing to our newsletter, following us on Instagram, or referring a friend.

 

What can I do with my points?

Your points unlock rewards and exclusive experiences.

From early access to new collections to private invitations and special surprises — the Clio Club is designed to bring you closer to the brand.

 

 

Customer Service

For enquiries or assistance please do not hesitate to contact us.

We are open from Monday to Friday between 9.30 am and 5 pm excluding holidays:

 

Via : Our form

By phone: +32 471 84 31 89