Refund policy
Return Policy
Last Updated: September 13, 2026
We want you to absolutely love your Hello Clio purchase ๐ค
If something isnโt quite right, you have 7 calendar days after delivery to request a return.
Order Changes & Cancellations
We offer a 1 hour window after purchase to request:
-
Order cancellations
-
Shipping address updates
-
Minor order changes
After 1 hour, your order may already be processing for shipment, and we cannot guarantee that changes or cancellations can be made.
Please email support@shoptheclio.com as soon as possible with your order number and requested change.
Return Eligibility
To be eligible for a return:
-
Your return must be requested within 7 calendar days of delivery
-
Products must be in their original, unused condition
-
All tags and labels must remain attached
-
Items must be free from damage, stains, wear, or odors
-
All original accessories and included items must be returned
Returns that do not meet these requirements may not be eligible for a refund.
Pre-Orders
Pre-orders are specially made or reserved just for you โจ
Because inventory is secured in advance:
-
Pre-order cancellations may be requested up to 30 days after purchase
-
After 30 days, pre-orders cannot be canceled
-
Once a pre-order has shipped, it falls under our standard 7-day return policy
Pre-orders are dependent on manufacturing and transportation timelines. Any estimated shipping or delivery dates may shift due to production, customs, carrier, or other transportation conditions.
To request a pre-order cancellation, please email support@shoptheclio.com with your order number.
How to Start a Return
To request a return, please email:
Use the subject line:
RETURN โ [Your Order Number]
Please include your name, order number, the item(s) you would like to return, and the reason for your return.
Our team will follow up with return instructions and any additional information you need to complete your return.
Please do not send a return without including your order information so we can properly identify and process it.
Returns should be shipped to:
Hello Clio
7110 Blue Ash Road
Cincinnati, OH 45236
We strongly recommend using a trackable shipping method and keeping your tracking information until your return has been processed.
Refunds
Once your eligible return has been received and inspected, please allow 5โ7 business days for your refund to be processed.
Approved refunds will be issued back to the original form of payment used for the purchase.
After we process your refund, your bank or payment provider may require additional time for the funds to appear in your account.
If an order was originally paid using a gift card, the refunded amount will be returned to the gift card used for the purchase.
Original shipping charges are non-refundable unless the return is due to an error on our part.
Exchanges
If you would prefer to exchange an eligible item, please email support@shoptheclio.com with your order number and the item you would like to exchange.
Exchanges are subject to current inventory availability. Our team will follow up with instructions and available options.
Return Shipping
Return shipping costs are the customerโs responsibility for standard returns and exchanges.
For items that arrive damaged, defective, or incorrect, please contact us before shipping anything back so our team can assist you.
We recommend using a trackable shipping method, as Hello Clio cannot guarantee receipt of return packages that do not include tracking.
Returns should be shipped to:
Hello Clio
7110 Blue Ash Road
Cincinnati, OH 45236
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or you receive the wrong item, please email support@shoptheclio.com so we can make it right ๐ค
Please include:
-
Your order number
-
A description of the issue
-
Clear photos showing the item and the issue
Please contact us before sending the item back so we can provide the appropriate next steps.
International Orders
We are not currently accepting direct international returns for orders shipped outside the United States.
Orders placed through third-party marketplaces may be subject to that marketplaceโs individual return and refund policies.
Questions?
Weโre always happy to help ๐ค
For questions about returns, exchanges, cancellations, or your order, email:
For return requests, please use the subject line:
RETURN โ [Your Order Number]
Our team will follow up with return instructions.