Clara & Moss - FAQ

Sizing & Fit

What size should I order?
We recommend checking the size chart on each product page before ordering, as fit can vary slightly between styles. If you're between sizes, we generally recommend sizing up for a more relaxed fit, or true to size for a fitted look.

Do you offer plus sizes?
Yes, our collection mostly runs S to XL.

Quality & Materials

What are your pieces made from?
Each product page lists the exact fabric composition. We choose materials that hold their shape and are made to be worn often, not just once.

Will this look like the photos?
Yes. We photograph our pieces as they actually look, worn in real settings, not heavily edited studio shots.

Shipping

How long will my order take?
Processing takes 1-3 business days for 90% of orders. After that, delivery usually takes 4-12 business days. Most orders arrive within 5-15 business days of being placed.

Is shipping free?
Yes, shipping is free on all orders within Canada.

Will I be charged extra duties or taxes on delivery?
No. All import duties and taxes are covered by us, you'll never be asked to pay anything extra at your door.

How do I track my order?
Once your order ships, you'll receive a tracking link by email.

Returns & Exchanges

What's your return policy?
You have 30 days from the day you receive your order to request a return, whether it's faulty or you've simply changed your mind.

Do I have to pay for return shipping?
If you changed your mind or ordered the wrong size, you cover the return postage. If your item arrived faulty, damaged, or incorrect, we cover the return shipping.

How do I start a return?
Email info@claramoss.com with your order number and the reason for your return. We'll get back to you within one business day with the next steps.

When will I get my refund?
Refunds are issued within 3 business days of us receiving and approving your return, back to your original payment method.

Can I exchange for a different size or colour?
Yes, subject to stock. Email us and let us know which item you'd like instead.

Orders & Payment

What payment methods do you accept?
We accept Visa, Mastercard, Amex, Apple Pay, and Google Pay.

Can I change or cancel my order?
If your order hasn't shipped yet, email us right away and we'll cancel it and refund you in full. Once it's shipped, you can use our 30-day return process instead.

I entered the wrong address, what do I do?
Email info@claramoss.com as soon as possible. We can update it before your order is processed, but once it's shipped we're unable to make changes.

Contact

How do I reach customer service?
Email us at info@claramoss.com. We reply Monday to Friday, 9AM to 5PM.