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Shipping, Returns, Exchanges & Refunds Policy

Shipping out process

We ship worldwide with the services of Swiss Priority Post and we strive to ship out all orders as soon as possible. Once you have ordered, your item will be shipped out within 1 to 5 business days to the shipping address you have entered on our checkout form - please make sure it is complete and correct. If applicable, make sure your company name is included in the shipping address. We are not responsible for errors in your shipping information.

Changing or canceling orders

If you need to change or cancel your order, please contact us immediately using our "Contact Us" form or emailing info@mycleos.com with the subject "Alter Order" or "Cancel Order" and include your name, the order number, and details of the change or cancel within the email within 24 hours at the most. Please note that orders usually are processed the same day or next day and shipped as quick as possible and once your package has left our office, we will be unable to change or cancel it. We do not have the authority to cancel orders while they are in the possession of our shipping carriers.

Tracking your order

Our shipping is trackable. When your order is shipped we will send you an email to confirm the status of the package, including the shipping carrier and tracking number of the package. 
In case of error in the delivery process, we must wait until the item is returned to us before we can re-ship it or refund your purchase. In case of re-shipping, related costs will be paid by the customer.  

Shipping's costs worldwide

Orders are subject to shipping fees. 
In the Checkout form you are previously informed about the shipping's amount of your order as shipping costs depend on orders' weight and on where the order is being sent. 
By shipping fees we mean ONLY transport/freight fees. In the eventuality that duties or taxes are applied by the Customs Office of your country, you are responsible for their payment. 

Customs Fees and Taxes in the destination countries

When your order is shipped outside of Switzerland, additional local fees and taxes might be applied by the Customs Office of the destination country. These additional costs differ from country to country accordingly to their laws and regulations. and are the sole responsibility of you, the customer. These taxes are not entitled to a discount, a refund or a de-taxing as they fully belong to the government's customers country.  Please contact the Customs Office in your country to learn more about it.

Estimated shipping times

Switzerland : 1 to 3 business days
Europe : 5 to 7 business days
USA/Canada : 8 to 15 business days
Rest of the world : 10 to 20 business days

In rare instances, delivered items can be retained a few days in the Customs Office of your country. It can also happens that the mail service in the destination country is slow. In such cases, please allow an addtional 10 to 20 days. Such circumstances are rare, but may happen.

Returns & Exchanges

We accept returns and exchanges within 10 working days from the date your purchase is delivered to the shipping address. The stamp or postal seal must certifies that the item is returned to us within this period.
To be elegible for a return/exchange you must notify us within this period using the « Contact Us » form or at info@mycleos.com. Specify your request and provide your order number. The item and its original packaging must be in an unworn and perfect condition as when received.
Return/exchange shipping is paid by the customer as all return process is your responsibility. Lost returned items during shipping will obviously not be refunded/exchanged, thats why we strongly recommend you to use a trackable shipping service or purchasing shipping insurance. In case of exchange, we must wait until the item is returned to us before we can re-ship another item or refund your purchase. In case of re-shipping due to an exchange, related re-shipping costs will be previously paid by the customer. To return/exchange your item, you should mail it to the following address :
MyCleos - Att. Elsa Dias
Chemin de la Sapelle, 37
1090 La Croix s/ Lutry


Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If it is approved, then your refund will be processed using the same payment method you used for the original transaction. However shipping costs are non-refundable. When you receive a refund, the shipping's cost of the returned item will be deducted from your refund (even when "free shipping" was aplied to your purchase).
We reserve the right to reject returns, exchanges or refunds when all above mentioned conditions are not met. Only regular priced items may be returned, exchanged or refunded; sale items are not covered by this policy. The same apply on custom or personalized orders.

Damaged upon arrival

Shipping damages and/or unforeseen defects are rare but may happen after the items leave our control. If you find yourself in this situation, please contact us immediately using our "Contact Us" form or at info@mycleos.com with your name, order number, and photos of the damage. We’ll let you know how we can correct the situation for you.

By making a purchase in our website you fully agree to our Terms & Conditions and to the content of our policies.