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FAQ (Frequently Asked Questions)

RETURNS

  1. How can I return my purchase?
  2. How can I return an item that I purchased from a store?
  3. I printed out my label and misplaced it. What can I do?
  4. How long does it take for me to get a refund?
  5. Can I use the pre-paid labels outside of United States?


SHOES

  1. How do I know my true shoe size?
  2. How does your shoe size compare to other brands?


ACROSS THE BOARD

  1. How can I palce a pre-order?
  2. Are there back orders?
  3. How can I request for a catalog?
  4. How do I become a member?
  5. Do you offer Live Chat support?
  6. How can I write a review on a product?
  7. How do I unsubscribe from any of your mailing lists?
  8. Free Ship or Coupon Code is not working?
  9. I tried to check out and the item in my shopping cart disappeared, what happened?
  10. Is the item I want going to go on sale soon?
  11. How can I change my email address on my current account?
  12. What can I do when an item that I want is out of stock?


PAYMENT INFORMATION

  1. Do you accept international credit cards?
  2. Do you accept Cashier's Checks or Money Orders?
  3. Do you charge sales tax on any item?
  4. Is it safe to use my credit card on your site?
  5. Is it safe to use my debit card online?
  6. What forms of payment do you accept?
  7. My order has been delayed? What can cause a delay?


SITE CREDIT

  1. How can I obtain the balance of my credit?
  2. How do I use my account credit?
  3. I don't see my account credit, what can be done?
  4. What is my account credit and how do I get it?


PAYPAL

  1. How do I sign up for PayPal?
  2. How do I use a Paypal payment option?
  3. How is billing done for PayPal?
  4. What do I do if I have questions about my PayPal account?
  5. What is PayPal?
  6. When are funds transferred out of my PayPal account for my order?


BILL ME LATER®

  1. How do I use Bill Me Later®?
  2. What is Bill me Later®?


TECHNOLOGY

  1. What are cookies? Do I need to enable cookies on my browser?
  2. When placing an order I get an error message stating that there has been an authorization failure. What went wrong?


ABOUT

  1. What are the benefits to having an account with you?
  2. What is Cleo Rewards?
  3. How can I reach Cleo Wholesale for additional assistance?
  4. How do I know it is safe to shop with you?
  5. What is your shipping policies?
  6. Can you ship to multiple addresses?
  7. How often do you have new arrivals?



RETURNS

Q: How can I return my purchase?
A: We have made efforts to improve this process and to strive to make it "Hassle Free" for you, our loyal retailers. The easiest way for you to return the merchandise is to contact us at returns@CleoWholesale.com

  1. Go to the website and click on My Account.
  2. Log in to your account using your email address and password.
  3. Click on "View Order" for the order number of the merchandise you wish to return.
  4. Click on "Invoices" on top.
  5. Click on "Return" on top.
  6. Complete the required (*)-boxes and click submit.
  7. Please allow 2-3 business days* for Return Department to contact you via e-mail or phone. Note: Please make sure to add returns@CleoWholesale.com to safe list in your e-mail.


Make sure the merchandise is in its original packaging, (e.g., shoebox), and place it in a shipping box. Attach the label to the sealed box. Be sure to cover any old labels with the new one, or just peel them off. A black marker can also be used to cover any existing bar codes. 

You may drop off your return at any authorized assigned shipping carrier (by Cleo), but please do not drop your return off at a drop box.

It may take 4-5 business days* for your return to reach the CleoWholesale.com facility. Once it is received and inspected (usually within 72 hours of receipt) your refund will be processed and automatically applied to your credit card or original method of payment within 7 days. Please note that depending on your credit card company, it may take an additional 2-10 business days after your credit is applied for it to post to your account. * Business days excludes Saturdays, Sundays, and any National Holiday.

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Q: How can I return an item that I purchased from a store?
A: Unfortunately, at this time we only accept online purchased returns. For store purchased returns, please contact the store directly at (213) 745-2536 .

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Q: I printed out my label and misplaced it. What can I do?
A: Please email us at returns@CleoWholesale.com and we will happy to generate a replacement for you.

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Q: How long does it take for me to get a refund?
A:It normally takes 4-5 business days for your return to be returned back to CleoWholesale.com. Once it is received and inspected (usually within 72 hours of receipt) your refund will be processed and automatically applied to your credit card or original method of payment within 2 business days or you may request for account credit to be used on your next order. Please note that depending on your credit card company, it may take an additional 2-10 business days after your credit is applied for it to post to your account. 

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Q: Can I use the pre-paid labels outside of United States?
A: Unfortunately, our pre-paid labels cannot be used for international returns. Our pre-paid labels are only valid for use for the United States. 

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SHOES

Q: How do I know my true shoe size?
A: If you are unsure of your shoe size with us please use our size guide for additional information.

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Q: How does your shoe size compare to other brands?
A: If you are unsure of your shoe size with us please use our size guide for additional information.

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ACROSS THE BOARD

Q: How can I place a pre-order?
A: ?????

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Q: Are there back orders?
A: Yes. We do have back orders. If an item is out of stock our Customer Care will notify you to assist you further. If we do not hear back from you within 24 hours after a contact attempt has been made the back order items will be cancelled. 

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Q: How can I request for a catalog?
A: At this time, our website can be used as a 'virtual' catalog. Our website is used to ensure that our customers have access to the most current styles, prices, sizes, and overall selection. If you require photos and additional information, please contact us at support@CleoWholesale.com

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Q: How do I become a member?
A: To become a member, you’ll need to provide your business information along with EIN#. CLICK HERE for additional information and to become a member.

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Q: Do you offer Live Chat support?
A: Yes, we do! To get in contact with one of our live chat specialists, look for the Live chat button located on the top right hand of the page, right next to login. 

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Q: How can I write a review on a product?
A: We welcome all your comments and reviews for the product that you've purchased from us. You can email it to us at support@CleoWholesale.com

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Q: How do I unsubscribe from any of your mailing lists?
A: There are two quick and easy ways to unsubscribe from our mailing list. Simply reply back to our e-blast with your request to be removed from the list or email us at eBlast@CleoWholesale.com with "REMOVE ME" on the subject line and one of our customer care representative will take care of your request within 24 hours.

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Q: Free Ship or Coupon Code is not working?
A: Free Ship is only offered for an order above $250.00 plus there are certain items that do not qualify for Coupon Code special offers, please contact support@CleoWholesale.com for additional assistance.

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Q: I tried to check out and the item in my shopping cart disappeared, what happened?
A: We are sorry that you were not able to complete your order. The selection on CleoWholesale.com is live and reflects what is in stock at that moment. Placing an item in your shopping cart does not guarantee your right to purchase that item. Until you have completed the checkout process, another customer may purchase the item even if it is in your cart. If that happens, you will receive a message on the shopping cart page informing you that the item is no longer available and that you should remove it from your cart.

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Q: Is the item I want going to go on sale soon?
A: Unfortunately, Cleowholesale.com does not know if an item will go on sale or be marked down until few days prior to sale, you may sign-up to our email service to receive additional notifications on future promotions before we are advised by our marketing department.  CLICK HERE to sign-up for our promotional emails.
It is possible for different colors within the same style to have different prices. For instance, if a blue bag is selling better than a yellow one, one might discount the yellow bag to boost sales. The best way to catch a great sale would be to visit the sales page and to sign-up on our email list for greater savings. Simply email us at eBlast@CleoWholesale.com and request to be added to our "SALES LIST". 

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Q: How can I change my email address on my current account?
A: Please follow these steps below.
Visit the website and click on "Login" in the upper right-hand corner of the page.
Log in to your account by typing your previous e-mail address and password.
Once logged in, click on "Edit Profile," towards the left hand side of the page.
Verify your "Current password" at the top.
Type your new e-mail address on box 2 and 3.
Click "Update Email Address."
Your e-mail will be updated.

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Q: What can I do when an item that I want is out of stock?
A: CleoWholesale.com apologizes for the item that you need is out of stock but due to who we are and what we represent, we do not manufacture to overflow the market with our designs rather we strive to be different and original.

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PAYMENT INFORMATION

Q: Do you accept international credit cards?
A: CleoWholesale.com accepts most international credit cards.

On the checkout page, there will be a billing and shipping section. Please do the following:
For the billing information
 Enter your street address on Address Line 1.
 Enter your City, County or Province, and Postal Code on Address Line 2.
 Enter your Country for the city.
 Enter AA for the state.
 Enter 11111 for the zip code.

For the shipping information
 Please enter the correct information in the appropriate field.
 Orders placed with the use of an International Credit Card may take up to 48 hours to finalize prior to shipping. We apologize for any inconvenience this may cause.
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Q: Do you accept Cashier's Checks or Money Orders?
A: No not at this time CleoWholesale.com does not accept Cashier's Checks or Money Orders.

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Q: Do you charge sales tax on any item?
A: No, CleoWholesale.com is exclusive to Business owners with a valid business license and/or reseller permit. It is our member’s responsibility to collect any taxes accordingly.

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Q: Is it safe to use my credit card on your site?
A: CleoWholesale.com takes this matter very seriously and continues to improve the safety of your personal information. We do not store and record any credit card information unless authorized by you so you can rest assured that your personal information is protected.

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Q: Is it safe to use my debit card online?
A: Yes! And please note: If you choose to pay by debit card, the amount you charge will be put on "hold", meaning it will not be available to you once you place your order. Once your transaction is processed, the amount of the transaction will be withdrawn from your account and the original "hold" will be voided.

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Q: What forms of payment do you accept?
A: CleoWholesale.com is currently accepting Visa, MasterCard, Discover, American Express, Bill Me Later, and PayPal for all orders.

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Q: My order has been delayed? What can cause a delay?
A: If the billing information you provided does not match what your bank has on file (including address and telephone number), your order may be delayed.

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SITE CREDIT

Q: How can I obtain the balance of my account credit?
A: Your CleoWholesale.com Credit balance can be obtained by contacting our Customer Care at (877) 490-1776 or emailing at support@CleoWholesale.com.

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Q: How do I use my account credit?
A: The easiest way for you to use SITE credit is applying it in your shopping cart by using the credit code provided. It is used as a regular coupon code during checkout.

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Q: I lost my CleoWholesale.com credit code, how do I get it?
A: No need to stress over it, we got you covered. Simply contact us to obtain your code by email to support@CleoWholesale.com, we will be more than happy to email you another copy as we're unable to provide the code over the phone due to identity theft.

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Q: What is SITE credit and how do I get it?
A: SITE Credit is credit received for returns/out-of-stock merchandise/cancelled orders due to delayed delivery date and other unforeseen matters that you’re owed financial compensation which can be used to purchase future orders on CleoWholesale.com. When returning defective merchandise you’re automatically issued SITE credit to be used immediately after it is processed. Please keep in mind that SITE credit is only available once your item(s) has been returned and processed.
For more information on SITE credit, see our terms and conditions
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PAYPAL

Q: How do I sign up for PayPal?
A: You can sign up for a PayPal account by going to https://www.paypal.com.

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Q: How do I use a PayPal payment option?
A: Existing PayPal users who prefer to use PayPal payment method when placing an order can click on the "Express Checkout with PayPal" button when checking out. New PayPal users who would like to use PayPal as a payment method will be redirected to the PayPal website to sign up for an account and will be presented with the "Checkout with PayPal" option when they get back to the website.

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Q: How is billing done for PayPal?
A: Customers who sign up for a PayPal account must sign a Billing Agreement which will authorize the merchant to take out their payments directly from their PayPal account. Only then can the customer be able to control how to pay for their purchases. For detailed information, customers can contact PayPal customer service by calling 888-221-1161.

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Q: What do I do if I have questions about my PayPal account?
A: You may contact PayPal customer service by calling 888-221-1161 or visiting their website at https://www.paypal.com for support and additional information.

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Q: What is PayPal?
A: PayPal is a payment method for online purchases enabling buyers and businesses to send and receive money online. As of today, PayPal has over 100 million member accounts in 190 countries and regions. One advantage of using PayPal payment method is that it offers faster, safer and easier checkouts and promises to protect customers from revealing their credit card and other financial information to the merchant.

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Q: When are funds transferred out of my PayPal account for my order?
A: PayPal withdraws money from your PayPal account immediately after checkout. If the balance is lower than the total payment, PayPal offers credit products or the option to pay from your bank account or a credit card. Customers who do not have a PayPal account at this point will need to use a valid credit card to complete the payment. For additional information, customers can contact PayPal customer service by calling 888-221-1161.

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BILL ME LATER®

Q: How do I use Bill Me Later?
A: Bill Me Later is a payment method that’s offered to you during checkout. Simple select Bill Me Later from the payment type area, and follow the instructions presented. For additional assistance, please call us at (877) 490-1776.

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Q: What is Bill me Later?
A: Bill Me Later is a safe and convenient payment method offered through WebBank. It is available to all US residents who are of legal age in their state of residence. Bill Me Later is subject to credit approval, and once approved, you will have 25 days from the date on your statement to pay your balance in full without incurring any fees. For more information, you can visit their website or call Bill Me Later customer service at 1-866-528-3733 from the hours of 9:00am-11:00pm EST, 7 days a week.

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TECHNOLOGY

Q: What are cookies? Do I need to enable cookies on my browser?
A: A cookie is a small amount of data that is sent to your browser from a web site and is stored on your computer's hard drive. If your browser's preferences allow it (most browsers are installed with cookies enabled), each web site can send its own cookie to your browser. To protect your privacy, cookies do not store personal information but instead use anonymous unique identifiers. Each web site can only access the cookie they have sent to your hard drive, not the cookies sent by other web sites.
You need to enable cookies on your browser to enjoy all the shopping features on NL eStore. Cookies need to be enabled on your browser so you can add products to your shopping cart and to access your account information. If you share your computer with others and you do not want them to have access to your account information, be sure to log out before leaving your computer unattended. You can log out by clicking on "Logout" link at the top of the page. For more information about how we use cookies, See Our Privacy Policy.

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Q: When placing an order I get an error message stating that there has been an authorization failure. What went wrong?
A: Please double check the credit card number and expiration date on your card. Also, please be aware that NL eStore currently accepts Visa, MasterCard, Discover, and American Express for credit card payment.

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ABOUT

Q: What are the benefits to having an account with you?
A: With your CleoWholesale.com account, you will have access to the following information:
 Your Account Information
 Your Order History
 Process a Return
 Your Wish List
 Your Email Subscriptions
 Your Coupons
 Order Status
 Preview of upcoming collections and events
 And more to be added for your convenience

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Q: What is Cleo Rewards?
A: Cleo Rewards is a membership program created to accommodate all shoppers such as yourself to provide additional benefits, such as reward program, purchase from your reward points, sales & promotion notification and more. For additional information, please contact us at support@CleoWholesale.com and we will be more than happy to assist you.

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Q: How can I reach CleoWholesale.com for additional assistance?
A: It is simple as 1-2-3

Cleo Customers Care:
Tel:  (877) 490-1776
Email: support@CleoWholesale.com

Cleo Customers Care:
Tel:  (877) 490-1776
Email: eBlast@CleoWholesale.com


Live Chat Help:
During our business hours from Monday thru Friday between 8:30am to 5:30pm (PST) a live representative is available to answer your inquiry. Give it try - "Click Here"

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Q: How do I know it is safe to shop with you?
A: CleoWholesale.com takes great pride in offering a safe and secure online shopping experience and we're always looking to improve our safety as well as your convenience. Privacy is another that we take very seriously and we're never going to stop protecting your privacy.

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Q: What is your return policies?
A: CleoWholesale.com offers 7 Days Return Policy for your purchase from the date of your order arrival. Returns must be unused, unworn, in the original state and packaging. Only thing we ask is to email your request to returns@CleoWholesale.com to receive a RMA# in order to expedite the return process and crediting back the money to the correct purchaser. We cannot guarantee any returns without the correct form and RMA# please follow the instructions below.

  1. A completed Return Authorization with a RMA# "MUST" be included in the return package.
  2. Return your item pre-paid in a original packaging to the following address below;

CleoWholesale.com
1015 S. Crocker St. Unit P07.
Los Angeles, CA. 90021



Q: What is your shipping policies?
A: CleoWholesale.com transfers our special volume discount from our shipping companies to your direct. UPS, FedEx, USPS are our preferred carriers that provide volume discounts so compare our rates and let us know how we’re doing.

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Q: Can you ship to multiple addresses?
A: With over thousands of styles available, CleoWholesale.com offers one of the best selections anywhere -- online or offline. We add new styles to our SITE on a weekly basis so that our selections are always paving its way for others to follow.

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Q: How is International duty and taxes calculated for destinations outside of US?
A: With over thousands of styles available, CleoWholesale.com offers one of the best selections anywhere -- online or offline. We add new styles to our SITE on a weekly basis so that our selections are always paving its way for others to follow.
Duty (or custom tariffs) is set by the destination country customs authorities and is determined based on a combination of the country of origin or manufacturing of the goods being purchased, and the classification of that merchandise in accordance with a harmonized system adopted and used by the countries that Duty (or customs tariffs) is set by the destination country customs authorities and is determined based on a combination of the country of origin or manufacturing of the goods being purchased, and the classification of that merchandise in accordance with a harmonized system adopted and used by the countries.

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Q: Do you ship to Military or P.O. boxes?
A: Yes, however expedited shipping is not available for items shipped to P.O. boxes or Military base addresses.

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Q: How often do you have new arrivals?
A: With over thousands of styles available, CleoWholesale.com offers one of the best selections anywhere -- online or offline. We add new styles to our SITE on a weekly basis so that our selections are always paving its way for others to follow. Everything In-Stock: If you are able to place an item in your shopping cart, that means that the item is available for immediate shipment. The fulfillment rate is over 99% - you can feel confident that if you ordered it, you will receive it.

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