Refund policy

Last updated: August 2026

At Clue, we want you to be happy with your purchase. If something isn't right, we're happy to help.

1. Returns

We accept returns within 30 days of the date you receive your order.

To be eligible for a return, your item must:

  • Be unworn and unwashed
  • Be in the same condition in which you received it
  • Have the original tags attached
  • Be in its original packaging, where applicable
  • Include proof of purchase

To start a return, please contact us at hello@cluethestore.com with your order number and the reason for your return.

Please do not send an item back before contacting us and receiving return instructions.

2. Return Shipping

For returns due to a change of mind, incorrect size, or other reasons that are not the result of an error on our part, the customer is responsible for the cost of return shipping.

If you received an incorrect, defective, or damaged item, please contact us as soon as possible. If the issue is confirmed to be our responsibility, we will provide appropriate instructions for returning the item and will cover the reasonable return shipping cost.

3. Damaged, Defective, or Incorrect Items

Please inspect your order when you receive it.

If your item arrives damaged, defective, or you receive the wrong item, please contact us at hello@cluethestore.com as soon as possible and provide:

  • Your order number
  • A description of the issue
  • Photos of the item, if applicable

We will review the issue and work with you to provide an appropriate solution, which may include a replacement or refund.

4. Non-Returnable Items

We do not accept returns for:

  • Gift cards
  • Items that have been worn or washed
  • Items without their original tags
  • Items that have been damaged or altered after delivery

If you are unsure whether your item is eligible for a return, please contact us before sending it back.

5. Exchanges

We currently do not offer direct exchanges.

If you need a different size or design, the simplest option is to return your original item, subject to the conditions above, and place a new order for the item you want.

6. Refunds

Once we receive your returned item, we will inspect it and notify you whether your return has been approved.

If your return is approved, your refund will be issued to the original payment method.

Please allow up to 10 business days for us to process the refund after your return has been approved. Your bank or credit card provider may require additional time to post the refund to your account.

If you have not received your refund after the applicable processing time, please contact us at hello@cluethestore.com.

7. Sale Items

Unless otherwise stated at the time of purchase, sale items are eligible for return under the same conditions as regular-priced items.

Any exceptions will be clearly identified on the product page or at checkout.

8. Contact Us

If you have any questions about returns or refunds, please contact us:

Clue
Toronto, Ontario, Canada
Email: hello@cluethestore.com