Information about missing deliveries and investigations.

<h2 id="isPasted">Missing Deliveries</h2>There may be situations when orders are marked as delivered, but the package is nowhere to be found. In many cases, this is a simple mix-up that is often the result of one of the following reasons:<ol><li style="font-size: 16px;">The package has been prematurely scanned by the delivery carrier and will be delivered the next day.</li><li style="font-size: 16px;">The package has been left in an alternate location, such as a mailbox or parcel locker.</li><li style="font-size: 16px;">The package has been delivered to the care of a related recipient, such as with a family member, neighbour or roommate.</li><li style="font-size: 16px;">Your package is being held at a postal office for pickup.</li></ol>Before escalating such a situation, we kindly request that you wait at least 48 hours from the time your package is marked as delivered before contacting us to ensure this is not a temporary delay or misunderstanding.If 48 hours have passed since the delivery update, please contact us for an investigation. <h2 id="investigating-a-missing-delivery">Investigating A Missing Delivery</h2>Your case will be investigated by a support agent to determine if you are eligible for&#xA0;a replacement based on the results of our findings.You may be required to provide certain evidence or documentation to support your missing delivery claim.Important Note:We do not offer refunds for orders that are confirmed as delivered by carrier tracking information.&#xA0;If eligible, customers will be offered a courtesy reshipment or gift card reimbursement on orders with out-of-stock items.

Missing Deliveries

Information about significant order delays and lost orders.

<h2 id="isPasted">Lost or Missing Orders</h2>Situations may arise where customer orders are affected by extensive disruptions or issues during the shipping process that may result in unexpected delivery delays.Situations where the delivery has been delayed extensively may be due to one or more of the following reasons:<ul><li>Shipping Carrier Errors &amp; Service Issues</li><li>Border Disruptions</li><li>Customs and Duties Issues</li><li>Extreme Weather Impact</li><li>Regional Conflict</li></ul>In most situations, these are only temporary delays. We kindly request that you wait a minimum of five (5) business days or one (1) calendar week after your expected delivery date before contacting customer support.If your order is already more than 5 business days / 1 calendar week past the expected delivery date on your order tracking information, please <a href="https://www.clocksandcolours.com/pages/contact" rel="noopener noreferrer" target="_blank">contact us</a>&#xA0;to launch an investigation into the whereabouts of your order.

Lost Orders

Information about receiving the wrong product.

<h2 id="isPasted">Incorrect Items Received</h2>In very rare cases, mistakes can happen during the fulfillment process that result in incorrect items being sent. While it may be as simple as the wrong size, other times it may be an incorrect item altogether. In such cases, we greatly apologize for any inconvenience this may cause.Please contact us&#xA0;right away. Our support team will make sure you receive the correct product(s). <h2 id="self-service-option">Self-Service Option</h2>Alternatively, you can also use our online portal to send back incorrect orders if you prefer a self-service option.For order numbers beginning with CUS, use the return portal <a href="https://returns.clocksandcolours.com/#/" rel="noopener noreferrer" target="_blank">HERE.</a>For order numbers beginning with CEU, use the return portal <a href="https://returns.clocksandcolours.eu/#/" rel="noopener noreferrer" target="_blank">HERE.</a>

Incorrect Items Received

Although we perform quality checks for every item before it is packaged and shipped to our customers, on occasion, damage may occur to your orders during shipment. While this may be out of our control, we greatly apologize for this experience and we'

<h2 id="isPasted">Damaged Items Received</h2>Although we perform quality checks for every item before it is packaged and shipped to our customers, on occasion, damage may occur to your orders during shipment.While this may be out of our control, we greatly apologize for this experience and we&apos;re here to help.We kindly request that you contact us to assist you with resolving any product damage concerns you may have. Depending on the circumstances and stock availability, we may offer a reshipment, gift card or direct refund.Please note that we do not ship out extra boxes for packaging damaged during shipping.&#xA0;

Damaged Items Received

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