Frequently Asked Questions
Please select from the following:
Products
Order Status
My Account
Shipping
Returns & Exchanges
Pricing & Billing
Buyer's Guide
Privacy & Security
Additional Support
Products
What level of padded protection do Simon & Cleo sleeves offer?
Simon & Cleo sleeves are adequately padded but are not meant to replace your notebook carrying case. The primary purpose of the sleeve is to protect your notebook from dust and scratches while providing a fashionable cover as well as providing an easy and light weight means to carry your notebook around when a bag is not necessary. The sleeve will not protect against major bumps and mishandling.
Do you offer customized sleeves?
At this time we do not offer customization of sizes or fabrics, we do, however, offer notebook sleeves for recent Apple laptop models as well as some universal "one-size-fits-all" sizes. You may be able to fit your existing notebook in one of our sleeves already!
Do you offer add-ons such as Velcro, zippers, flaps, or handles?
Simplicity is the ultimate sophistication. We believe that keeping the sleeves free of such add-ons adds to the style of our sleeves. We want to keep our sleeves free of such clutter.
Will you get more quantities of a product once it is out-of-stock?
Unfortunately due to the exclusivity of the fabrics we use, we may not receive further stock of a product once it has been sold out.
How snug will the fitting be for the sleeves?
Our sleeves are meant to have a snug fit on your device. But due to the fact that our products are handmade with different types of fabrics, the fit may vary from product to product. As with most fabric products, depending on your personal usage habits, you may see a decline in snugness over an extended period of time.
Are your sleeves washable?
Short answer, yes. But for your convenience, we have posted instructions about how to care for your Simon & Cleo sleeves.
Order Status
Has my order shipped?
Click the My Account link at the top of our website to check the status of your order.
How do I change the method of payment for my order?
Click the My Account link at the top of our website to view all the orders you have placed. Then click the Change quantities / cancel orders link to find and edit the method of payment for your order. Please note that once an order has shipped, you will not be able to make any changes to the method of payment.
Can I change or cancel my order?
Once you have placed the order, you will be unable to change or cancel it.
How do I track my order?
Click the My Account link at the top of our website to track your order.
My order never arrived.
Click the My Account link at the top of our website to track the status of your order. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If each of your packages show a status of "delivered", please use the form on our Contact Us page to email us. Don't forget to include your Order Number.
An item is missing from my shipment.
Click the My Account link at the top of our website to track the status of your order. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please use the form on our Contact Us page to email us. Don't forget to include your Order Number.
My Account
How do I create an account?
You can register for a new account by clicking the Guest Registration link at the top right side of our website.
How do I edit my account information?
You can edit your account information by clicking on the My Account link at the top right side of our website.
I forgot my password.
You can retrieve your password by clicking on the My Account link at the top of our website and then clicking on the "Forgot your password?" link. Please follow the instructions to have the password emailed to you.
I am a new customer, how do I sign up for Simon & Cleo's newsletter?
To sign up for our newsletter you need to create an account with us. Just click Guest Registration at the top right side of our website to create your account. You will be asked if you would like to sign up for our newsletter.
I am an existing customer, how do I sign up for Simon & Cleo's newsletter?
To sign up for our newsletter, just click My Account at the top of our site, and click Change e-mail address, or password. Check the option for signing up for the newsletter, enter your password again, and press continue.
I am an existing customer, how do I unsubscribe from Simon & Cleo's newsletter?
To unsubscribe from our newsletter, just click My Account at the top of our site, and click Change my e-mail preferences.
Shipping
When will my order ship?
All items typically ship within 24 to 48 hours of purchase. After placing your order, you may click the My Account link to track the status of your order. You will receive a shipment confirmation as well as the tracking information (if applicable) when your order has shipped.
How much is my cost for shipping?
Shipping is automatically calculated prior to submitting your payment information. Simply add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices and their prices.
Do you ship to my country?
Currently we only ship to Canada and the 48 contiguous states within USA.
Returns & Exchanges
What is your return policy?
Please see our Returns & Exchanges Policy for complete details about our return and exchange policies.
How do I return my product?
Please follow the instructions detailed on our Returns & Exchanges Policy page.
I received the wrong product.
If you feel that you have received the wrong product, please read the "Incorrect Products" section in our Returns & Exchanges Policy and fill out the Return / Exchange form.
Pricing & Billing
What are my payment choices?
Please view our Payments & Gateway Information for complete details on payment methods.
When will my credit card be charged?
Your credit card will only be charged once your order is shipped. All orders are typically shipped within 24 to 48 hours of purchase.
When will the credit appear on my account after I return a product?
Credits usually take between 7 to 10 business days from the time we receive and approve the returned product(s).
Do I have to pay sales tax?
We are required, by law, to collect PST/RST & GST for residents of Ontario, Canada. We must collect GST only if you reside within the other provinces of Canada. We do not collect any taxes from customers who reside outside of Canada.
Please be advised that you may have to pay duty when you receive a product you purchased online. Refer to any applicable laws of your country and/or state/province.
I need a copy of my receipt/invoice.
You can retrieve the electronic receipts of your purchases by clicking on the My Account link at the top of our website and print the invoices.
I have a question about my charges.
Click the My Account link at the top of our website to review your orders. You may compare your order history on our website, with your financial records. If you have any questions or concerns, please Contact Us. Be sure to include your Order Number in your communications.
Buyer's Guide
How do I use a coupon?
After adding items to your cart, click the Shopping Bag link at the top of this website to view your cart. You will see a text box where you can enter your coupon code at the bottom of the shopping cart page.
How do I find a particular product?
To find the product(s) you are looking for, you may use the navigation menus on the left of our website.
Please be aware that due to limited quantities of our unique products, it may have gone out of stock and removed from this website
Please feel free to use the form on our Contact Us page to email us about your specific product needs.
How do I navigate this website?
To navigate this website, simply click on a category you might be interested in. Categories are located on the left of our website.
If you have any trouble navigating our website, please feel free to use the form on our Contact Us page to email us.
Privacy & Security
Privacy Policy
We value your privacy. Please view our Privacy Policy for complete details on how we use the information we collect on this website.
Security
Being a responsible online vendor, your security is of utmost importance to us. This website is protected with SSL (secure socket layer) encryption, the highest standard in internet security.
Additional Support
How do I contact you?
You may contact us by visiting the contact us page.
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