Claire & Laurel Customer Care
How can we help?
From checking your delivery to finding the right next step, we’re here to make things easier.
A little help, just an email away.
We reply within 24 hours, usually the same day and often within a few hours.
Have an order question? Include your order number so we can help you faster.
- Track my order
Track my order
See the latest updates and find help with your delivery.
- Get return help
Returns & exchanges
Find your next step if something isn’t quite right.
- Contact us
Contact our team
Ask a question or get personal help with your order.
Returns & exchanges guideFind your next step if something isn’t quite right.
Let’s find the right next step
Not quite right? Tell us what happened, and our team will help you with your return or exchange request.
You can request a return within 30 days of delivery, subject to our return policy.
Step 1: Send us a few details
Email info@
clairelaurelnewyork with:.com - Your full name
- Your order number
- The email address used at checkout
- The item you need help with and the reason for your request
- Clear photos if it arrived damaged, faulty, or incorrect
- Anything else you would like our team to know
Step 2: We’ll review your request
We’ll reply within 24 hours, usually sooner, and explain the next steps. Our first reply may include a request for a little more information.
Step 3: Follow your return instructions
Please wait for approval before mailing anything back. Use the return address and instructions our team provides.
Photos can be attached in your email app before you send your message.
Common questions about returns & exchanges
Helpful answers, all in one place
Choose a topic below, then select your question.
Tracking & deliveryDelivery updates, tracking messages, and shipping questions.
How do I track my order?
Open Track my order and enter the details requested there. You can also use the tracking link in your shipping email.
Why does my order still say “Processing”?
This generally means your order is being prepared, rather than confirmed in transit. Sale periods can increase the time our fulfillment partners need. If you’re concerned, send us your order number and we’ll check.
Why does tracking say “Label created”?
The shipping details have been registered, but a carrier scan may not be available yet. A label alone does not confirm the package is moving. Contact us if you need help checking its progress.
Why hasn’t my tracking updated?
Updates appear when tracking events are recorded. A gap does not tell us the exact location of your package. If the expected delivery window has passed, please ask us to investigate.
How long does delivery take?
Allow 1 to 3 business days for preparation, followed by an estimated 3 to 7 business days in transit after dispatch. Business days exclude weekends and public holidays. Sale periods and shipping disruptions can affect these estimates.
Is shipping free?
Standard U.S. shipping is free unless checkout states otherwise.
Will USPS deliver my package?
USPS may handle delivery, with other shipping partners involved depending on the order. Check your tracking for the carrier assigned to your package.
Tracking says “Delivered,” but I can’t find my package. What should I do?
Check your mailbox, delivery area, household members, neighbors, and carrier. Still missing? Send us your order and tracking details so we can review it with you.
What if my delivery is taking longer than expected?
Please email us for a specific update. You don’t need to keep guessing from the tracking screen.
Where is my order shipped from?
Fulfillment locations vary by item and may be outside the United States. Our Shipping Policy explains the arrangements; email us if you need help understanding your order’s route.
Orders & changesConfirmation emails, cancellations, and order corrections.
Can I cancel my order?
Email us immediately. We can help cancel an order if it has not entered processing or fulfillment; once that starts, cancellation may no longer be possible. We’ll check and confirm.
Can I change my address, size, or color?
Send your order number and the correction as soon as you notice it. We’ll check whether the change is still possible. Please wait for confirmation before assuming your order has been updated.
I haven’t received a confirmation email. What should I do?
Check spam and promotions folders first. If you still cannot find it, send us your name, checkout email, and approximate order date so we can help locate the order. Please do not send your full card details.
I don’t know my order number. Can you still help?
Yes. Send your full name, the email you may have used, and the approximate purchase date. Tell us what you need help with, and we’ll start there.
How do I place an order?
Choose your item and available options, add it to your cart, and follow checkout. Review your size, contact details, and shipping address before completing payment.
Why isn’t my discount code working?
Check the offer’s dates, eligible items, and conditions. Offers generally cannot be combined unless stated. If something looks wrong, email the code and a screenshot without payment details.
Returns & exchangesStart a request and understand your options.
How do I start a return?
Open our return guide for the details to include and a ready-to-use email.
How long do I have to request a return?
Contact us within 30 days of delivery. Eligibility and exclusions are explained in the return guide and policy.
Can I exchange an item or get a different size?
Tell us which item you have and which size or option you would prefer. We’ll check availability and explain the available options.
What if my item is damaged, faulty, or incorrect?
We’re sorry something went wrong. Email your order number, a description, and clear photos of the item and relevant packaging. We’ll review the problem and explain how we can help.
Can I send my return to the address on the package?
Please wait for our approved return address. The sender address on the package may not accept returns.
Are return shipping costs covered?
Change-of-mind and size-selection returns are customer-paid. For a damaged, faulty, or incorrect item, contact us so we can review the situation and explain the appropriate next steps.
Can I request a return for an item purchased during a sale?
Please contact our team within 30 days of delivery to request a return. We’ll review your request and guide you through the next steps under our return policy.
Refunds & payment questionsRefund updates, charges, and checkout help.
When will my refund appear?
For an approved return, the item must first arrive and be inspected. Approved refunds go back to the original payment method; your bank may need extra time to show the credit.
I’m worried about my order. Should I contact you before opening a payment dispute?
Please email us first so we have a chance to review the issue and help. We reply within 24 hours, usually sooner. You can still contact your payment provider; reaching out to us does not affect your rights or deadlines.
I don’t recognize a charge. What should I do?
Email the date, amount, and statement description so we can check. Never email your full card number or security code. If you suspect unauthorized card use, contact your card issuer promptly.
Which payment methods can I use?
Checkout shows the options available for your order, which may include cards, Apple Pay, Google Pay, and Shop Pay.
Is my payment information secure?
Payments are handled by payment providers. We do not directly store your complete card details.
Does ordering sign me up for recurring payments?
We do not currently sell paid subscriptions. Joining our newsletter is free.
Sizing & product helpA little guidance before or after you order.
How do I choose my size?
Check the size information for the specific product you’re considering. If you need a second opinion, email the product link and your measurements. Please include the units you used.
I’m between sizes. Which should I choose?
Fit can vary by style. Send us the product link and your measurements so we can help with that item rather than give you a one-size-fits-all recommendation.
Are your loafers suitable for wide feet?
Please check the specific style’s fit information. If you’re unsure, ask us before ordering. We don’t want to promise a fit that may not suit you.
How should I care for my item?
Follow the care label and product instructions. If these are unclear or missing, email the product name or a photo of the label before washing or treating it.
About Claire & LaurelGet to know the store and where to find information.
What is Claire & Laurel New York?
We’re an online fashion store offering clothing, footwear, and accessories, with a focus on wearable style and personal expression.
How can I check the store’s information before ordering?
Where is Claire & Laurel New York located?
For current business and contact information, see our Contact Information page or email our team. Please ask us for return instructions before mailing a package.
Contact & privacyReach our team and manage your preferences.
How quickly will you reply?
We reply within 24 hours, usually the same day and often within a few hours. Some questions need additional checking after our first reply.
What should I include in my message?
Your name, order number if available, checkout email, and a short explanation. Add photos when they help explain an item issue.
I haven’t seen a reply. What should I do?
Check spam and promotions folders. If more than 24 hours have passed, reply to your original message so we can keep the conversation together. You can also use our contact form.
How do I unsubscribe from marketing emails?
Use the unsubscribe link in a marketing email, or contact us for help. We may still send messages needed for your order or support request.
How can I ask about my personal information?
Email us with your privacy question or request. Our Privacy Policy explains how information is used and the choices that may apply to you.
How can I manage cookies?
Use the privacy controls available on our site or your browser settings. Some cookies support essential features such as your cart and checkout.
Something doesn’t look right?
Whether it’s a delivery update, an item issue, or a question about a charge, tell us what happened. We’ll help you understand the next step.
Still need a hand?
You don’t have to figure it out alone. Send us a message and we’ll help you find the right next step.
Replies within 24 hours, usually sooner.