Help Center

Accounts and Emails

Shopping on Klaire

Here's how to kickstart your shopping journey for an exceptional experience: 1. Create a Klaire account: Unlock exclusive features and personalized recommendations by setting up your own Klaire account. 2. Search and Filter: Easily find what you need by using our search bar and filtering options. 3. Save Favorites: Never lose track of must-have items! Learn how to save them to your My List for easy access later. 4. Place Your First Order: Ready to make a purchase? Let us guide you through the smooth and secure ordering process on Klaire. 5. Payment Methods: Discover the various payment methods available on Klaire to choose the one that suits you best. If you need further assistance, feel free to reach out to our Support team at support@joinklaire.com.

Resetting My Password

Resetting your password on Klaire is a simple process. Just head over to your account settings and find the password reset page. If you encounter any issues or need assistance, don't hesitate to reach out to Klaire support team for further help. They're here to assist you with any login problems or concerns you may have.

Changing Email Address

Changing the email address associated with your Klaire account is not currently supported once the account is created. However, if you need to update your email information, the best solution is to create a new account using the desired email address. Please note that the new email address should not already be linked to an existing Klaire account. If you need assistance or have further questions about managing your account, feel free to reach out to us at support@joinklaire.com.

Orders

About Klaire

Klaire is your premier global fashion search engine, curating products from thousands of stores to streamline your shopping experience. How Klaire Works: With Klaire, effortlessly browse and filter through an extensive array of fashion items on our user-friendly App or Website. Easily transition to the retailer's site or use Klaire's checkout for seamless purchases. Key Features: Klaire boasts comprehensive search and filter options, empowering users to tailor their searches based on gender, category, price, brand, and more. How to Shop on Klaire: Choose your location, explore our curated selection, and select your desired items. Proceed to checkout directly through the retailer's website or with Klaire's secure checkout process. After Your Purchase: Stay updated with order confirmation and shipping notifications from the retailer or through Klaire's confirmation email. Amendments and Returns: For any changes or returns, reach out directly to the retailer. If you encounter any issues, Klaire's support team is here to assist you. For Further Assistance: Contact us at support@joinklaire.com for any inquiries or assistance you may need.

About My Order

Tracking Your Order: Once your order is dispatched, the retailer will furnish you with tracking details, including the courier's name and a tracking number. Refer to your Klaire confirmation email for the estimated shipping time and allow the indicated period for delivery. Issues with Tracking Information: If you encounter any tracking issues or find the information unclear, contact the retailer directly. They can offer clarification, assist with tracking details, or initiate an investigation with the courier if necessary. Delayed or Non-Delivery: Delays can occur due to various reasons. Should your order be delayed or fail to arrive within the estimated time frame, reach out to the retailer for updates. They can provide insights into your order's status and, if needed, liaise with the courier for further investigation. Missed Delivery Attempt: In the event of a missed delivery attempt, follow the instructions provided by the courier or refer to the notification left by them. Typically, you can reschedule delivery or arrange parcel pickup at a designated location. Lost Orders: If your order is lost, promptly contact the retailer. They'll initiate an investigation with the courier and guide you through potential remedies such as refunds or replacements. For further assistance, refer to our [link] for additional information. Contact Us: For any queries regarding your order status, feel free to reach out to our Klaire Support Team at support@joinklaire.com. We're here to assist you.

Handling Damaged Items

If your item arrives damaged, the retailer responsible for stocking it will manage returns and exchanges, with instructions typically included in your package. In the event of damage, promptly contact the retailer to request an exchange or return. Unresponsive Retailer: Should the retailer fail to respond within a reasonable timeframe, don't hesitate to contact Klaire’s support team at support@joinklaire.com for further assistance. Wear and Tear Exclusions: Please note that items damaged due to general wear and tear are not eligible for return or exchange. If uncertain, reach out to the retailer's Customer Care team for clarification. For detailed instructions on returning an item, refer to our Return Policy article.

Amending Your Order

Retailer Responsibility: The retailer handling your chosen item processes your order and oversees its delivery, managing all aspects of fulfilment and logistics. Amendment Possibility: Once an order is submitted or shipped, amendments may not always be feasible. However, if changes are necessary, it's advisable to promptly contact the retailer directly. Steps to Amend Your Order: ① Reach out to the specific retailer from whom you made the purchase (retailer details are available on the product page). ② Provide essential information including your order reference number, full name, email address used for the order, and billing address. ③ No Response from Retailer: If you don't receive a response within a reasonable timeframe, consider reaching out again. Alternatively, you can seek assistance from Klaire Support Team via support@joinklaire.com. Order Cancellation: For order cancellations, follow the same steps outlined for amending your order.

Canceling Your Order

Retailer Responsibility: Klaire doesn't stock items; retailers handle cancellations and refunds per their policies. How to Cancel: Contact the retailer promptly with your order details, including reference number, name, email, and billing address. Contacting Retailer: Visit their Customer Care section on their site. No Response? Try again. For assistance, email Klaire Support Team at support@joinklaire.com. Amending Your Order: Use the same steps for making changes.

Lost Order Assistance

What to Do: If your order is lost, take action promptly. Initiating Investigation: Contact the retailer who processed your order to initiate an investigation. They can collaborate with the courier to locate your parcel. Contacting Klaire: While Klaire can't track orders directly, we'll liaise with the retailer on your behalf. Information Needed: Provide your order details, including order number and any tracking information, when contacting the retailer. Additional Steps: If issues persist, contact your bank provider for further assistance with financial concerns. Investigation Duration: The investigation's duration varies, so stay in touch with the retailer for updates. Refund Possibility: Refund policies differ, so discuss options directly with the retailer during the investigation. Contact Us: For Klaire Support Team at support@joinklaire.com. We're here to help.

Contacting Klaire’s Support Team

How to Reach Us: Contact our Support team through our contact form here, email us at support@joinklaire.com. Information Needed: When reaching out, provide your full name, email address, and order number or a screenshot of the confirmation email for faster assistance. Response Time: Our dedicated team strives to respond to all inquiries within 24 hours. Please note that during peak periods such as Black Friday or holidays, responses may be delayed slightly. Follow-Up: If you haven't heard back within 48 hours, check your junk or spam folder for any missed messages. If no messages are found, reply to the latest message from Support for further assistance. Contacting the Retailer: Before reaching out to Klaire, consider contacting the retailer directly as they may have more detailed information about your order. Locate the retailer's name in your confirmation email and follow the provided steps on their Customer Care section for assistance, including your order details.

Order Failed due to Stock Issue

What Happened: In the rare event that the item you ordered is no longer in stock with the retailer, your order will be automatically canceled, and you won't be charged. Any pending charges will be cleared from your account within 5-7 business days. Reason for the Issue: Klaire regularly updates stock information, but sometimes there may be a slight delay in this information being updated, resulting in the out-of-stock message. Next Steps: Klaire will promptly notify you via email. While we can't guarantee the item will be restocked, you can set an alert to be notified: Log in to your Klaire account or sign up. On the website, click "Tracking" next to the item or use the heart icon on the app to add it to your wish-list. Notification of Restock: If the item becomes available again with the retailer, Klaire will notify you via email or push notification on the app. Availability Guarantee: While there's no guarantee, we're hopeful that the item will be available for purchase again soon!

Order Delivery Issue

What to Do if Your Order Hasn't Arrived: If your order hasn't arrived within the expected delivery timeframe, your first step is to contact the retailer directly. You can find their contact information on the product page, order confirmation, or their website. Please note that Klaire does not stock any items, so all order-related inquiries should be directed to the retailer. Contacting the Retailer: Visit the Customer Care or Support section on the retailer's website to find information on how to reach their customer service team. When contacting them, be sure to include essential details such as your order reference number, full name, email address used for the order, and billing address. No Response from the Retailer: Allow up to 48 hours for the retailer to respond to your inquiry. If you don't receive a response within this timeframe, you can contact Klaire Support Team via support@joinklaire.com, and we will assist in following up with the retailer on your behalf. Lost Order Concerns: If there are concerns about a lost order, inform the retailer immediately. They can initiate an investigation with the courier and provide guidance on potential refunds or replacements. Klaire Support Team can also assist in following up with the retailer if needed. Taking Further Action: While shipping delays can occur, it's best to take action promptly. Contact the retailer if your order is overdue and allow a reasonable timeframe for a response. If necessary, reach out to your bank provider for additional support.

Incorrect Order Received

How Orders are Fulfilled on Klaire: All orders placed on Klaire are fulfilled by the respective retailer that stocks the item. The retailer handles shipping, returns, exchanges, and any issues related to the order. Who to Contact for Incorrect Items? If you have received the wrong item: ① Contact the retailer's Customer Care team for further assistance. Provide them with your full name, order number, and the email address used to place the order. ② You can find the retailer's contact information on their website or in your order confirmation email. Klaire’s Role in Returns or Exchanges: Klaire is not directly involved in the returns or exchanges process for incorrect items. The responsibility lies with the retailer. However, Klaire is available to assist you in resolving any issues that may arise.

Tax Policy

Will I Be Charged Sales Taxes? Yes, the amount of sales tax applicable to your order depends on factors such as the retailer's location, your location, and changes in tax laws. Who Calculates and Charges Sales Tax? It is the retailer's responsibility to calculate and charge sales tax on your order. How Does Klaire Estimate Sales Tax? Klaire estimates the tax you may be charged by the retailer based on available information and displays this estimate at checkout. Please note that Klaire’s estimate may differ from the actual tax charged by the retailer. You are liable to pay the actual sales tax charged by the retailer. Where Can I Find the Retailer's Full Tax Policy? You can find the retailer's complete tax policy by visiting their Help Center. The retailer's name is listed on the Klaire product page. When Will the Actual Tax Amount Be Charged? The actual tax amount will be calculated and charged by the retailer when they process your order.

Order Confirmation

How Do I Know If My Order Was Successful? Upon successful placement of your order with the retailer, Klaire will promptly send you a confirmation email. When Will I Receive Delivery and Tracking Information? The retailer handling your order will send delivery and tracking information once your item has been dispatched. What Happens If My Order Fails? In the rare event of an unsuccessful order, Klaire will notify you via email about the error. What If I Haven't Received My Confirmation Email? If you haven't received your confirmation email: ① Check your junk and spam folders. ② Contact Klaire Support Team at support@joinklaire.com, providing: A. Your full name B. Order number C. The email address used for the order.

Order Failed

Possible Reasons for Failure: Your order may have failed due to: ① Item Out of Stock: The item you tried to buy may be out of stock. ② Payment Rejection: Your payment may have been rejected. ③ Price or Shipping Changes: There may have been changes in price or shipping. ④ Promo Code Issues: Problems with a promo code could have occurred. ⑤ Address Problems: The retailer may not have accepted the provided address. What Happens Next? Your order will be canceled, and any pending charge will be cleared within 5-7 business days. What if the Charge Persists? Contact Klaire Support Team at support@joinklaire.com Can I Re-order? If the item is still available, you can try again ensuring accurate details.

Payment

Pending Charges: The pending charge you see is most likely a pre-authorization, not an actual deduction. It's a temporary hold placed to ensure funds availability. When Will It Be Fixed? Once the retailer completes the transaction, the correct charge replaces the pre-authorized amount, typically within a few business days. Refunds: The initial pre-authorization amount is adjusted, not refunded directly. Is This Common? Yes, this is quite common in online transactions. Pre-authorizations are standard and don't indicate an overcharge.

Understanding Retailer Promotions on Klaire

Retailer promotions are showcased in the Klaire feed, displaying the discounted price. Upon proceeding to purchase, you'll be redirected to the retailer's page, where the sale price is reflected. Refer to the respective retailer's Terms and Conditions for additional details. If you encounter issues with a promo code on a partner's website, reach out to their Customer Care team directly for assistance.

Protecting Your Online Shopping

At Klaire, your safety matters most. Here's how to keep your data secure: Stick to secure websites (look for the padlock). Check bank statements often. Report lost or stolen cards immediately. Avoid saving card info on shared devices. Never share full card details via email or chat. Create a strong password: Use 10+ characters with letters, numbers, and symbols. Consider password management tools. Avoid phishing: Klaire won't ask for sensitive info. Be cautious of suspicious messages. If you suspect fraud: Alert your bank. Freeze the compromised card. Report to authorities (Action Fraud in the UK or FTC in the US). Reset passwords on risky accounts. Before reporting transactions: Check if someone you know made the purchase. Consider pending transactions from canceled orders. Contact authorities for help: South Korea: ECRM or (82) 182 UK: Action Fraud at Action Fraud website or 0300 123 2040. US: FTC via FTC website or 1-877-382-4357. Stay vigilant to ensure a safe online experience. Need assistance? We're here for you.

Payment Options at Klaire

Wondering about payment methods at Klaire checkout? When you select "Buy now" and proceed, you can choose from the following options: Paypal If you're redirected to the retailer's site for checkout, check their help center for payment details. Need Help Ordering? For more on placing orders with Klaire, refer to our article. Payment Issues? Encountering payment troubles during checkout? Reach out to Klaire Support Team at support@joinklaire.com. If you need any support from your bank, you can contact your bank for support; also consider attempting the transaction with a different card.

Products

Ensuring Item Authenticity: Klaire only offers authentic products. If you have concerns about authenticity or need certificates, contact the retailer directly through the contact info on the product page. Sizing and Measuring Enquiries: Sizing may vary by brand. Klaire doesn’t maintain inventory, so it’s best to reach out to the retailer directly for detailed sizing info. Price Matching and Price Discrepancy: Klaire does not offer price matching. If you notice a price discrepancy, check the retailer’s price match policy and contact them for clarification. Directing to a Different Item Issue: Occasionally, product errors can redirect you to a different item. If you encounter issues, contact Klaire Support with the product link and screenshot. Search and Filter Searching on Klaire: Use the search bar to access various brands and stores, or apply filters like category, stores, price, shipping options, colors, and brands. Gender Filter: The gender filter is available at the top or bottom of the shopping tab. You can change it as needed. My List Saved List: Add items to your saved list to receive updates on sales, offers, and restocks. Log in, click the heart icon, and get notified when items go on sale or come back in stock. Becoming a Klaire Partner Partnering with Klaire: Interested in partnering with Klaire? Submit an inquiry to partner@joinklaire.com. We partner with retailers known for authentic merchandise and excellent shopping experiences.

Returns

Our return policies are tailored to each retailer we collaborate with globally. Variations in policies are influenced by factors such as the specific item you intend to purchase and the geographical locations of both the retailer and the delivery destination. To check the return information, 1. Check the Klaire product page before making a purchase for details. 2. Check Return Policy on Klaire. 3. Alternatively, visit the customer care section on the retailer's website to review their specific returns policy. If you have questions about the status of your return and/or refund, please don't hesitate to contact our Support team at support@joinklaire.com

Shipping and Delivery

Courier and Shipping Options: Shipping is handled by the retailer, and once the order ships, you will receive tracking info. Shipping Charges: Shipping fees are set by the retailer and depend on the shipping method, location, and promotions. For shipping fees, check the product page or checkout details. Shipping Policy: Klaire partners with global retailers, offering international shipping. Delivery times vary by retailer and location. Review each retailer’s shipping policy for more info. Changing Shipping Options: To change shipping details after placing an order, contact the retailer directly. Duties Policy: You may be liable for import duties, calculated by your local customs office. Estimated duties are displayed during checkout. For more details, check the retailer’s help center.