Terms of service
Last updated 2023-07-01
The following general terms and conditions apply to the sale of products (hereinafter "the Products") by CLÉO GLOBAL AB, corporate identity number: 559247-0578
(hereinafter "CLÉO "), unless otherwise specifically agreed in writing between the respective consumer (hereinafter "the Consumer") and CLÉO eyewear. When selling to the Consumer, CLÉO applies the mandatory rules that follow from applicable legislation, including the Act (2005: 59) on distance contracts and contracts outside business premises.
Products
Products sold on CLÉOs web-based trading platform ("webshop") are posted by CLÉO following an offer from individual traders and users of webshop (hereinafter collectively "Stores") and after review and approval by CLÉO. CLÉO is concerned that Consumers are satisfied with the Products that are marketed and marketed at Handelsplatsen, which also gives reason to make far-reaching demands on the Stores. The stores are thus responsible for ensuring that each individual Product complies with the product descriptions provided and for each individual Product with regard to, for example, special guarantees provided, that the Product meets the requirements set for e.g. safety, health and the environment, that the Product does not infringe the intellectual property rights of third parties (eg pirated copies) or in any way violates applicable rules, norms and practices. CLÉO is very careful not to carry out marketing, sales or marketing of Products that do not meet the requirements that CLÉO places on the Stores and the Products that are marketed on webshop. CLÉO therefore urges the Consumer to notify CLÉO in the event of a suspicion of irregularity in a Product (even when there is no remorse or complaint). We take great pride in that all of our products are made and sent with highest quality and we usually manufacture our collections from China Asia.
Buy
Purchases of the Products are made via www.cleojewey.com. CLÉO only enters into a purchase agreement with the Consumer when CLÉO has confirmed the order through an order confirmation via e-mail. CLÉO does not enter into agreements with minors (under the age of 18) without the parent's approval. CLÉO is not responsible for information on webshop that originates from third parties. All image information is to be considered as illustrations, and can not be guaranteed to reproduce the Product's exact appearance, nature or origin. In the event that a Product in CLÉO´s range has expired or for some other reason is not available with observance of reasonable efforts, the purchase is canceled and the Consumer then has the right to get his money back regarding the purchase. We reserve the right to block you from making further purchases through our website if we have reason to believe that you have placed orders that are contrary to the provisions of these general terms or in violation of applicable law (eg if we suspect fraud).
Delivery terms
General information on delivery of Products
CLÉO eyewear does not work with its own warehouse, but has attached individual Stores in Sweden and the European Union (EU) that stock the Products. According to the agreement entered into between the store and CLÉO, the Store is obliged to reserve and "earmark" for CLÉO the Products that are marketed at webshop. The Consumer's order is sent from each Store's own warehouse after CLÉO has confirmed the purchase through an order confirmation to the Consumer. If the Consumer has ordered Products that come from different Stores, the Products may be sent to the Consumer in different shipments. The Consumer is responsible for all information that the Consumer provides to CLÉO in connection with the purchase, for example information on delivery address. CLÉO or the Store concerned is not responsible for any problems (such as non-delivery or refund) that may arise due to incorrect or incomplete information to CLÉO. The consumer shall bear the additional costs that may arise in connection with the incorrect or incomplete information. Some Products sold at webshop have physical properties (size and / or weight) that do not make it possible to send them by normal mail, such products are referred to in this section as "awkward and / or heavy products". For awkward and / or heavy products, special delivery terms apply, which are set out later in this section. For all Products that do not constitute awkward and / or heavy products, the following delivery terms apply: Delivery terms for Products (other than awkward and / or heavy products) The stores are required to process the Consumer's order within 24 hours on weekends Monday to Friday and the Consumer must have received delivery of the Product within 5-10 working days (weekends Monday to Friday) from the time the order confirmation has been sent to the Consumer. Products marked with "Express delivery" are delivered within 2 working days, or within 3 working days to postal codes starting at 62 and 77-98. Consumers, who within the specified time from the purchase have not received any notification or notification of delivery should contact CLÉO as soon as possible to ensure that there has been no error with e.g. the notification.
My Delivery attempt failed, what can I do?
In case of a failed delivery attempt, the package may sometimes be redirected to the nearest service point. We kindly request that you contact your local postal carrier to determine the location for pick-up. Additionally, we recommend searching for your package using your local post carrier's website or a universal tracking siteto obtain any further information that may not be available via the tracking link provided by us.
This is how you can track your package all the way to you
You may find more details on your tracking if you use the tracking number on a universal tracking site like https://parcelsapp.com or directly via your local post website.
I have not received my order yet. When will it arrive?
A: We want you to receive your products as soon as possible and we usually handle your order within a few days. If you have questions about your expected delivery time, please contact us.
Your complaints and service conditions T
he right to complain is regulated under the Consumer Purchase Act and gives you the right to complain about a product within a specified period of time, in Sweden 3 years applies to private individuals. The right of complaint follows the original buyer and not the product. Upon discovery, a complaint must be made as soon as possible, a reasonable time is specified as 2 months. Information The electric giant complies with the Consumer Purchase Act and gives you a 3-year right of complaint as a private customer. During the first 24 months, CLÉO has the burden of proof that the fault was not original, for the following 12 months, it is you as the customer who has the burden of proof that the fault is seen as original. The definition of an original fault is that the fault already existed upon delivery and that the user has not been able to influence the fault and is not due to, for example, wear, abnormal use, neglect or any form of external influence, such as tap or liquid damage. At www.lagen.nu you can read the law in its entirety. Warranty and complaints for business purchases The right to complain also applies to business purchases, but is governed by the Purchase Act. This gives the right to have the product repaired in the event of a production error or other defect in the product. The deadline for complaints is normally two years from the time of purchase, but may vary depending on the agreement at the time of purchase. The electric giant provides a 1-year warranty and 2-year right of complaint to business customers. Disputes The parties shall try to resolve any disputes amicably. In the event of a dispute, contact our customer service, or staff at your nearest Elgiganten department store, to find out if a solution can be reached. As a consumer, however, you can always refer any dispute to the General Complaints Board (ARN). You can contact ARN either via their website www.arn.se or by letter to the address: General Complaints Board Box 174 101 23 Stockholm Parties to the case are the seller, that is CLÉO Global AB or the Partner. All disputes must be resolved according to Swedish law. If the case is brought before a court, it must be decided in your (the buyer's) court, that is normally in the vicinity of your place of residence.
Delivery terms for awkward and / or heavy products
That a Product constitutes an awkward and / or heavy product is normally stated in the Product's advertisement on Handelsplatsen. Within 5 working days (weekend Monday to Friday) from the time the order confirmation has been sent to the Consumer, the Store that supplies the awkward and / or heavy product must contact the Consumer to jointly determine the date for delivery of the awkward and / or heavy product. The store must offer the Customer delivery no later than within 12 working days (weekends Monday to Friday) from the day the order confirmation has been sent. Delivery of awkward and / or heavy products normally means that the Consumer must be physically present and receive the awkward and / or heavy product at his home address and that the delivery is carried out during normal office hours.
Delivery delays and cancellations
If a delivery delay occurs, CLÉO notifies the Consumer. The consumer always has the right to complain about his purchase in accordance with current consumer law rules if the Product has not been received within the promised delivery time. Complaints about purchases must be made in writing to CLÉO via e-mail. However, the consumer understands that there is no automatic right to cancel the purchase in the event of delays that CLÉO rectifies within a reasonable time. In the event of a complaint due to delayed delivery, the Consumer shall provide CLÉO with a reasonable time to complete the purchase. In the event of cancellation, the Consumer may be required to pay compensation for costs and other losses that arose before the cancellation was made (eg shipping costs) and CLÉO may deduct such cost or loss from payment as the Consumer has made to CLÉO.
If cancellation is made, CLÉO will refund the purchase amount paid (less any reasonable costs or loss otherwise caused by the cancellation) without undue delay and no later than 14 calendar days after the cancellation has been received. There may be times when it is impossible to fulfill an order, for example if an individual Store cannot fulfill its commitment to CLÉO. CLÉO is not responsible for the transport risk, i.e. the risk of a Product being damaged or lost during transport to the Consumer, but the individual Store that sends the Product does. If damage during transport should occur to the Product, however, the Consumer should turn to CLÉO. CLÉO assists the Consumer in requesting questions regarding transport and delivery. The consumer bears the risk in the event of any returns and all returns must be made in accordance with instructions from CLÉO. The consumer should report any transport damage to the shipping company as soon as possible after receiving the Product. Visible transport damage should be reported immediately in connection with the delivery, as such damage is typically covered by the shipping company's liability where the complaint period is usually very short. The consumer must also report any transport damage to CLÉO within a reasonable time after the fault was discovered or should have been discovered. If the product has visible transport damage, the Consumer is responsible for unpacking and inspecting the Product's condition within a short time after receipt.
Uncollected packages
If the Consumer does not collect his package within the specified time and the Product is returned, Delivery terms for awkward and / or heavy products
That a Product constitutes an awkward and / or heavy product is normally stated in the Product's advertisement on webshop. Within 5 working days (weekend Monday to Friday) from the time the order confirmation has been sent to the Consumer, the Store that supplies the awkward and / or heavy product must contact the Consumer to jointly determine the date for delivery of the awkward and / or heavy product. The store must offer the Customer delivery no later than within 12 working days (weekends Monday to Friday) from the day the order confirmation has been sent. Delivery of awkward and / or heavy products normally means that the Consumer must be physically present and receive the awkward and / or heavy product at his home address and that the delivery is carried out during normal office hours.
Delivery delays and cancellations
If a delivery delay occurs, CLÉO notifies the Consumer. The consumer always has the right to complain about his purchase in accordance with current consumer law rules if the Product has not been received within the promised delivery time. Complaints about purchases must be made in writing to CLÉO via e-mail. However, the consumer understands that there is no automatic right to cancel the purchase in the event of delays that CLÉO rectifies within a reasonable time. In the event of a complaint due to delayed delivery, the Consumer shall provide CLÉO with a reasonable time to complete the purchase. In the event of cancellation, the Consumer may be required to pay compensation for costs and other losses that arose before the cancellation was made (shipping costs) and may deduct such cost or loss from payment as the Consumer has made to CLÉO.
If cancellation is made, CLÉO will refund the purchase amount paid (less any reasonable costs or loss other wise caused by the cancellation) without undue delay and no later than 14 calendar days after the cancellation has been received. There may be times when it is impossible to fulfill an order, for example if an individual Store cannot fulfill its commitment to CLÉO. CLÉO is not responsible for the transport risk, i.e. the risk of a Product being damaged or lost during transport to the Consumer, but the individual Store that sends the Product does. If damage during transport should occur to the Product, however, the Consumer should turn to CLÉO. CLÉO assists the Consumer in requesting questions regarding transport and delivery. The consumer bears the risk in the event of any returns and all returns must be made in accordance with instructions from CLÉO. The consumer should report any transport damage to the shipping company as soon as possible after receiving the Product. Visible transport damage should be reported immediately in connection with the delivery, as such damage is typically covered by the shipping company's liability where the complaint period is usually very short. The consumer must also report any transport damage to CLÉO within a reasonable time after the fault was discovered or should have been discovered. If the product has visible transport damage, the Consumer is responsible for unpacking and inspecting the Product's condition within a short time after receipt.
Delivery terms for awkward and / or heavy products
That a Product constitutes an awkward and / or heavy product is normally stated in the Product's advertisement on webshop. Within 5 working days (weekend Monday to Friday) from the time the order confirmation has been sent to the Consumer, the Store that supplies the awkward and / or heavy product must contact the Consumer to jointly determine the date for delivery of the awkward and / or heavy product. The store must offer the Customer delivery no later than within 12 working days (weekends Monday to Friday) from the day the order confirmation has been sent. Delivery of awkward and / or heavy products normally means that the Consumer must be physically present and receive the awkward and / or heavy product at his home address and that the delivery is carried out during normal office hours.
Delivery delays and cancellations
If a delivery delay occurs, CLÉO notifies the Consumer. The consumer always has the right to complain about his purchase in accordance with current consumer law rules if the Product has not been received within the promised delivery time. Complaints about purchases must be made in writing to CLÉO via e-mail. However, the consumer understands that there is no automatic right to cancel the purchase in the event of delays that Stepler rectifies within a reasonable time. In the event of a complaint due to delayed delivery, the Consumer shall provide CLÉO with a reasonable time to complete the purchase. In the event of cancellation, the Consumer may be required to pay compensation for costs and other losses that arose before the cancellation was made (eg shipping costs) and CLÉO may deduct such cost or loss from payment as the Consumer has made to CLÉO.
If cancellation is made, CLÉO will refund the purchase amount paid (less any reasonable costs or loss otherwise caused by the cancellation) without undue delay and no later than 14 calendar days after the cancellation has been received. There may be times when it is impossible to fulfill an order, for example if an individual Store cannot fulfill its commitment to CLÉO. CLÉO is not responsible for the transport risk, i.e. the risk of a Product being damaged or lost during transport to the Consumer, but the individual Store that sends the Product does. If damage during transport should occur to the Product, however, the Consumer should turn to CLÉO. CLÉO assists the Consumer in requesting questions regarding transport and delivery. The consumer bears the risk in the event of any returns and all returns must be made in accordance with instructions from CLÉO. The consumer should report any transport damage to the shipping company as soon as possible after receiving the Product. Visible transport damage should be reported immediately in connection with the delivery, as such damage is typically covered by the shipping company's liability where the complaint period is usually very short. The consumer must also report any transport damage to Stepler within a reasonable time after the fault was discovered or should have been discovered. If the product has visible transport damage, the Consumer is responsible for unpacking and inspecting the Product's condition within a short time after receipt.
Uncollected packages
If the Consumer does not collect his package within the specified time and the Product is returned, CLÉO will charge the Consumer the actual shipping cost for the package (however, a maximum of SEK 160) incl. VAT per uncollected shipment for each Store. However, CLÉO will refund the purchase amount paid to the Consumer, reduced by the said fee, without undue delay and no later than 14 calendar days after CLÉO becomes aware that the Store in question has received the returned package.
Prices and payment
CLÉO's prices and fees stated on webshop include VAT unless otherwise stated.
Gift card
Gift cards purchased at Webshop function as a valid means of payment for 1 year from the date of purchase, or during the shorter or longer period of time stated on the gift card, for all Products at Webshop with the exception of gift cards.
Security and privacy
All handling of the Consumer's data is encrypted with the highest security level, using an SSL certificate issued by the Equifax Secure Certificate Authority.
CLÉO processes the Consumer's personal data in accordance with the applicable Privacy Policy.
CLÉO takes fraud and attempted fraud seriously and works actively to counteract these.
CLÉO processes the Consumer's personal data in accordance with the applicable Privacy Policy.
CLÉO takes fraud and attempted fraud seriously and works actively to counteract these.
Right of withdrawal
The consumer's right of withdrawal is regulated in the Act (2005: 59) on distance contracts and contracts outside business premises as well as current practice. In general, the Consumer has a 14-day right of withdrawal on all products. For products that the Consumer buys between 25 November and 24 December, the customer has the right to cancel his purchase until 31 January of the following year. The consumer is thus entitled to withdraw from the purchase agreement by leaving or sending a notice to this effect within this period. Sealed products are covered by the right of withdrawal only if the sealing is unbroken. For Products that are covered by the right of withdrawal, the Consumer may be obliged to compensate CLÉO for a Depreciation of a Product to the extent that it is due to the Consumer handling the Product to a greater extent than was necessary to determine its properties or function, which may be the case if The product is returned in used or damaged condition. The withdrawal period begins to run from the day the Consumer receives the Product. CLÉO will refund the purchase amount paid without undue delay after the return has been received or the Consumer has shown that the Product has been returned. The consumer must pay for the return shipping and it is recommended to return the regretted Product in original packaging with associated packaging. To exercise the right of withdrawal, CLÉO recommends that the Consumer first contact CLÉO before the Consumer returns a Product (for contact information, see the tab "Contact us"). By contacting CLÉO 's info@cleoeyewear.com you will receive quick help in handling return matters and when you arrive at Stepler with a request to exercise the right of withdrawal, CLÉO will without delay confirm receipt of the message. If the Consumer prefers it, however, remorse can take place by filling in one of the standard forms that have been prepared for exercising the right of withdrawal (http://publikationer.konsumentverket.se) or by CLÉO (see link at the end of these terms). The Consumer understands that the Consumer, in order to exercise the right of withdrawal, must return the withdrawn Product no later than within 14 calendar days of the right of withdrawal being notified. Unless the Product is returned within the prescribed time, the right of withdrawal lapses. You can also use our regret form to cancel your purchase, you can find it here.
Right of withdrawal for awkward and / or heavy products
When exercising the right of withdrawal, the product must be returned in new condition, i.e. unassembled and unused. The consumer is assigned a return slip to use when returning the product, but pays for the return fee and is responsible for the condition of the product during the return.
The amount of the assigned return slip is deducted from the product price upon refund.
The product must be returned in its original condition in original packaging or equivalent packaging. CLÉO reserves the right to make a depreciation deduction on the amount to be refunded if the product is not returned in new condition.
Products and product categories that can be sealed by the Store and thus exempted from the right of withdrawal if the seal is broken
All Products sold on webshop are sold with a right of complaint in accordance with current consumer law rules. Deviations from the usual complaint rules are stated in the product advertisements, for example for Products sold in "existing condition". These can be Products that come from bankruptcy warehouses, Products that may have certain defects (for example smoke-damaged clothing and the like), or Products with malfunctions. In such cases, a limited right of complaint applies because the offered price corresponds to the Product's existing condition.
CLÉO handles all consumer support and other communication with the Consumer regarding his purchase, including the receipt and handling of complaints. The Consumer may, however, in special cases be mediated a contact with the Store concerned, for example if the Consumer's purchase or case is subject to legal review regarding questions relating to an individual Store or to circumstances for which the Store is otherwise responsible. Some Products are covered by special guarantees and the scope of the guarantees is stated in such cases in the product advertisement or alternatively the Product is included in the delivery.
In complaint and warranty matters, CLÉO, or alternatively the Store concerned, after consultation with CLÉO, conducts an investigation to determine.
Warranty and right of complaint
All Products sold on webshop are sold with a right of complaint in accordance with current consumer law rules. Deviations from the usual complaint rules are stated in the product advertisements, for example for Products sold in "existing condition". These can be Products that come from bankruptcy warehouses, Products that may have certain defects (for example smoke-damaged clothing and the like), or Products with malfunctions. In such cases, a limited right of complaint applies because the offered price corresponds to the Product's existing condition.
CLÉO handles all consumer support and other communication with the Consumer regarding his purchase, including the receipt and handling of complaints. The Consumer may, however, in special cases be mediated a contact with the Store concerned, for example if the Consumer's purchase or case is subject to legal review regarding questions relating to an individual Store or to circumstances for which the Store is otherwise responsible. Some Products are covered by special guarantees and the scope of the guarantees is stated in such cases in the product advertisement or alternatively the Product is included in the delivery.
In complaint and warranty matters, CLÉO, or alternatively the Store concerned, after consultation with Stepler, conducts an investigation to determine whether there are any defects. If such an investigation reveals that there is no error, CLÉO, or alternatively the Store concerned, has the right to charge a troubleshooting fee in accordance with the paragraph below. In the event of a defect in the Product or order, the Consumer may temporarily have to pay for return shipping, but in such cases is entitled to receive compensation for this. In the event of a complaint, the Consumer is entitled to the penalties that follow from current consumer rules. The Consumer thus understands that CLÉO or the Store, after reasonable consultation with CLÉO , has the right to primarily offer the Consumer remediation (eg repair) or re-delivery if this can be done within a reasonable time and at no extra cost to the Consumer. If this cannot be done, the Consumer has the right to demand a price deduction or compensation to correct the error. If the error is of significant importance to the Consumer, the Consumer has the right to cancel the purchase. In the event of a defect in the Product which is not caused by the Consumer but which is covered by a special guarantee provided by the Store, the Product will be repaired or replaced by the individual Store at the Store's expense. In addition, the Consumer has no further opportunity to claim compensation from CLÉO. The Consumer should save and store the order confirmation and receipt from his purchase well as the document is required if the Consumer needs to complain about the Product.
Troubleshooting fee etc.
If in a complaint or warranty case when examining a complained product it turns out that the product is not affected by an error for which CLÉO or the Store concerned is responsible for CLÉO or the Store concerned that performed such an examination (or on whose behalf the examination was performed) correctly to charge the Consumer a reasonable troubleshooting fee. The troubleshooting fee may only be charged provided that the Consumer has been notified that such troubleshooting fee may be charged before the investigation has been carried out.
If in a complaint or warranty case when examining a complained product it turns out that the product is not affected by a defect for which CLÉO or the Store concerned is responsible and the Consumer wants the product sent to him, the Store must inform the Consumer about the cost of return shipping, if The Consumer still wants the product returned, the Consumer must pay for the return shipping.
Disputes and choice of law
Swedish substantive law shall be applied to these general terms and conditions. In the event of a dispute, we follow the General Complaints Board's recommendations. Disputes due to these general terms and conditions between CLÉO and a Customer who is not a Consumer shall be tried at Stockholm District Court as the first and only instance.
For questions or concerns about CLÉOs general terms and conditions, contact info@cleoeyewear.com