Shipping, Return and Cancellation Policy

1. Shipping Information

1.1 Shipping Origin

All orders are shipped from our warehouse in Germany.

1.2 Processing Times

In-stock items: ship within 3–5 business days
Pre-order items: ship within 4–5 weeks
Custom-made jewelry: typically requires 4–6 weeks for production and shipping once the design is confirmed

Please ensure ample time if you are pre-ordering or customizing a special piece as a gift to ensure you don’t miss the special occasion.

A tracking number will be provided once your order is dispatched.

1.3 Shipping Costs

EU & UK Orders
We offer complimentary shipping on all jewelry orders delivered within the European Union and the United Kingdom.

All prices displayed on our website for EU and UK customers are final and include all applicable VAT, customs duties, and import taxes. There are no additional charges upon delivery.

Digital gift cards are delivered electronically and are not subject to shipping.

Non-Listed Destinations
At this time, we ship primarily within the EU and the UK.
For delivery requests outside these regions, please contact us at hello@cleamoijewelry.com or via WhatsApp for a personalised shipping quote.

For orders delivered outside the EU and UK, customs duties, import taxes, shipping costs, and any additional fees imposed by the destination country are not included in our product prices and will be charged separately. These charges are the responsibility of the customer and may be collected by the carrier upon import.

1.4 Delivery Times

Delivery times vary depending on your location and customs handling.
All estimated delivery windows are approximate and cannot be guaranteed.

2. Return Policy

We want you to feel confident and delighted with your Cléamoi Jewelry piece. Should you wish to return your item, please review the policy below.

2.1 Return Period

You have 14 days from the date of delivery to request a return.

2.2 Return Eligibility

To be eligible for a return, your item must be:

unworn and unused
undamaged
in its original packaging, including tags, certificates, and protective materials
in fully resalable condition

Proof of purchase (order number or receipt) is required.

2.3 Non-Returnable Items

For reasons of craftsmanship and personalization, the following items cannot be returned:

Engraved jewelry
Custom-made, made-to-order, or personalized pieces
Gift cards

2.4 How to Request a Return

Please contact us at hello@cleamoijewelry.com to request a return authorization.

If your return is approved, we will provide:

a return shipping label, and
instructions for safely preparing and packaging your item

Items returned without authorization cannot be accepted.

To ensure the safe return of high-value jewelry pieces, customers must use:

the provided return label, and
the original packaging, including all accessories and documents.

2.5 Return Shipping Costs

The customer is responsible for the cost of return shipping.
This amount may be deducted from your refund where applicable.

2.6 Damages & Issues

If your item arrives defective, damaged, or incorrect, please contact us immediately so that we may assess the issue and resolve it promptly.

2.7 Exchanges

We do not process direct exchanges.
If you would like to receive a different item:

Return the original item, and
Place a new order once your return is accepted.

3. Refunds

Once we receive and inspect your returned item, we will notify you of your refund status.

3.1 Approved Refunds

Approved refunds will be issued to the original payment method within 10 business days.
Your bank or payment provider may require additional processing time.

3.2 Missing Refunds

If you have not received your refund within 15 business days after approval, please contact us at hello@cleamoijewelry.com.

4. Cancellation Policy (EU 14-Day Cooling-Off Period)

4.1 Right of Withdrawal (Widerrufsrecht)

Customers in the European Union have the right to withdraw from this contract within 14 days, without giving any reason.

The withdrawal period ends 14 days after you or a third party other than the carrier received the goods.

To exercise your right of withdrawal, please notify:

ZVC GmbH – Cléamoi Jewelry
Museumstraße 2–6
28195 Bremen
Germany
Email: hello@cleamoijewelry.com

You may use the model withdrawal form below, but it is not required.
To meet the withdrawal deadline, it is sufficient to send your notice before the period expires.

4.2 Effects of Withdrawal

If you withdraw from this contract, we will refund all payments received from you, including standard delivery costs (excluding premium delivery options chosen by you).

Refunds will be issued using the original payment method.

In accordance with § 357 Abs. 4 BGB, we may withhold the refund until we have either received the returned goods
or
you have provided proof of having returned them — whichever occurs first.

4.3 Returning the Goods

After receiving your withdrawal approval — and if your order has already been shipped — you will be provided with a return shipping label.

To ensure safe transportation of high-value fine jewelry, please return the item:

using the provided return label, and
in its original packaging, including all protective materials, certificates, and tags.

The customer is responsible for the return shipping cost, which may be deducted from the refund if applicable.

A reduction in refund may occur if the item shows signs of use beyond what is necessary to inspect it.

4.4 Exclusions from the Right of Withdrawal

The statutory right of withdrawal does not apply to the following, in accordance with § 312g Abs. 2 Nr. 1 BGB:

personalized jewelry, such as engraved pieces
custom-made, made-to-order, or bespoke designs
items produced to customer specifications

These items cannot be cancelled once the order is confirmed.

4.5 Model Withdrawal Form

(Only complete and send this form if you wish to withdraw from the contract.)

To:
ZVC GmbH – Cléamoi Jewelry
Museumstraße 2–6
28195 Bremen
Germany
Email: hello@cleamoijewelry.com

I hereby withdraw from my purchase contract for the following goods:

Ordered on: ________
Received on: ________
Name: ________
Address: ________
Signature (if submitted on paper): ________
Date: ________