Help center

Frequently asked questions

Quick answers to the questions we get most. Can’t find it? Email support@cleoslabel.co.uk and we’ll jump in.

Shipping & Delivery

  • Shipping is free on all orders with no minimum spend. You’ll see £0.00 shipping at checkout.

  • You’ll receive a shipping confirmation email with a tracking number once your order ships. Track it anytime via our Tracking Page. If your order is delayed, lost, or arrives damaged, contact support@cleoslabel.co.uk

  • Orders placed before 12:00 PM GMT (Mon–Fri) are processed the same business day; after 12:00 PM, the next business day. With 1–2 business days handling plus 6–8 business days transit, most orders arrive in 7–10 business days from the time you place your order.

Returns & Refunds

  • You can return items within 30 days of receiving your order. Items must be unused, in original condition, and include original packaging, tags, and any accessories.

  • Yes. All returns are free—whether it’s a change of mind, an incorrect item, or a defect. We’ll email you a prepaid return shipping label, and you won’t need to pay for or arrange return shipping yourself.

  • Email support@cleoslabel.co.uk with your order number and reason for return. We’ll send a return authorization, step-by-step instructions, and your prepaid label. Attach the label and drop off the parcel at the specified location. For exchanges (size, colour, or item), contact us and we’ll help arrange it.

  • You can cancel within 24 hours if the order hasn’t shipped. To cancel, email support@cleoslabel.co.uk with your order number. If it has already been dispatched, you can return it under this policy once it arrives.

  • After we receive and inspect your return, we’ll notify you of the outcome. If approved, refunds are issued to your original payment method within 7 business days (timing may vary by bank/payment provider).

Payments & Safety

  • Yes. Our store is hosted on Shopify, which uses industry-standard security. Your credit card details are always encrypted during transfer and are not stored in plain text. We use secure, PCI-compliant payment processing to protect your data.

  • We may refuse, limit, or cancel orders that trigger fraud checks, use mismatched billing details, or appear to be placed by resellers/distributors. If any changes or cancellations occur, we’ll notify you at the email and/or billing address provided at checkout. Please double-check card numbers, expiry dates, CVC, billing address, and available funds.

  • Your personal information is processed according to our Privacy Policy. Non-card content may transit networks unencrypted as needed to provide the service, but payment details are always encrypted in transit. We do not sell your personal data, and we use it only to fulfill orders, provide support, and improve our services.