<h3 id="isPasted">Why didn&apos;t I get an order confirmation?</h3>Confirmation emails can sometimes be missed when they land in your spam/promotions folder due to your existing email inbox filters. Please check your spam inbox for your order confirmation.If you still cannot locate your order confirmation email, our support team can assist you with ensuring that your order is safely submitted and underway.Please note that external payment platforms such as PayPal may submit order confirmations to your 3rd party email address and not your account email address.If you need any further assistance, you can always contact us <a href="https://customer-support-clocksandcolours.gorgias.help/en-US/contact" rel="noopener noreferrer" target="_blank">here.</a>&#xA0;<h3 id> </h3><h3 id="isPasted">Can I change my shipping address?</h3>Yes you can, but not if your order has already been fulfilled. Please&#xA0;<a href="https://customer-support-clocksandcolours.gorgias.help/en-US/contact" rel="noopener noreferrer" target="_blank">contact us</a>&#xA0;as soon as you possible if you need to change your address.<span id="isPasted" style="color: rgb(40, 50, 78); font-family: sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; float: none; display: inline !important;">Unfortunately, once your order is fulfilled and shipped we cannot change your shipping address. In this instance, we are not liable if your item does not arrive to you.If your package has already been fulfilled, the shipping carrier may be able to change your address. You will need to contact the carrier directly for their assistance.If your item is returned to us as a result of an incorrect address, we will contact you to address how to move forward.<h3 id="-1"> </h3><h3 id="isPasted">Why was my order cancelled?</h3>There are several reasons why your order may be cancelled.Sometimes our system will detect something is wrong with your payment. In these instances, our lead shipper will reach out to you for more information. If we do not hear back from you or your information does not pass our third-party detection software then your order will be cancelled and your payment refunded to you.Please note that customer support nor the lead shipper can clear or expedite your order without the relevant information required.On very rare occasions, an item may run out of stock unexpectedly. If this happens we will contact you directly and inform you of your cancellation and refund.<h3 id="-2"> </h3><h3 id="isPasted">Do I need to be logged into my account to checkout?</h3>You do not need to be logged into your account to check out. You can check out as a guest.

Placing An Order

Info about payment methods, custom fees and discount codes

<h3 id="which-payment-types-do-you-accept">Which payment types do you accept?</h3>We accept Visa, Mastercard, Amex, and Discover. We also accept PayPal. If eligible based on your region, you can make interest-free installments via Sezzle and Klarna. <h3 id="will-i-need-to-pay-customs-fees">Will I need to pay customs fees?</h3>Customs taxes, duties, and import charges are the responsibility of the customer to be paid.We do not cover any additional charges or costs for the final delivery of your package. Customs charges vary based on the laws and policies of each country. We cannot predict or estimate the amount you may be charged.Should you choose to refuse to pay the duties and customs fees on your order, you will need to wait for your order to be returned and processed by our returns team before a refund is applicable <h3 id="how-long-does-a-refund-take-to-complete">How long does a refund take to complete?</h3><span style="color: rgb(40, 50, 78); font-family: sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">If your order is cancelled, the refund will take 3-5 business days to be processed after being received and processed back at our warehouse facilities. Business days are&#xA0;<span id="isPasted" style="color: rgb(40, 50, 78); font-family: sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;color: rgb(40, 50, 78); font-family: sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">Monday to Friday.Canada Orders:&#xA0;Approximately 1-2 Weeks.Once your return arrives at our warehouse, it may take 2-3 business days for us to process your return parcel in addition to the 3-5 business days it will require for the money to be refunded to your original payment method.USA/International Orders:&#xA0;Approximately 2-5 Weeks (Depending on Country of Origin)Y<span style="color: rgb(40, 50, 78); font-family: sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; float: none; display: inline !important;">our return must first be shipped to a sorting facility in New York before being shipped to our warehouse in Toronto, Canada. The time for a package to be forwarded to Canada can take 1-3 weeks depending on seasonal order volumes. This is in addition to the shipping time it takes to reach New York from your location.<span style="color: rgb(40, 50, 78); font-family: sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; float: none; display: inline !important;">Once your return arrives at our Canadian warehouse, it may take 2-3 business days for us to process your return parcel in addition to the 3-5 business days it will require for the money to be refunded to your original payment method.EU Orders:&#xA0;Approximately 1-4 Weeks (Depending on Country of Origin)Your order must be shipped to our European warehouse in Portugal.Please ensure that you provide us with a tracking number when you ship your item back.<span id="isPasted" style="color: rgb(40, 50, 78); font-family: sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; float: none; display: inline !important;">Once your return arrives at our European warehouse, it may take 2-3 business days for us to process your return parcel in addition to the 3-5 business days it will require for the money to be refunded to your original payment method.<span id="isPasted" style="color: rgb(40, 50, 78); font-family: sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; float: none; display: inline !important;">Note: You may experience delays if there is a higher-than-average volume of returns. <h3 id="do-you-offer-gift-receipts">Do you offer gift receipts?</h3>Unfortunately, no we do not. We can allow any customer to use the return portal. All they need is the Order Number and Zip/Postal Code to submit their request.&#xA0;If they would like to update the return address, please&#xA0;<a href="https://customer-support-clocksandcolours.gorgias.help/en-US/contact" rel="noopener noreferrer" target="_blank">contact us</a>&#xA0;as soon as you submit your request on the return portalImportant Note: We do not include prices on products or order packaging. <h3 id="isPasted">I forgot to add my discount code, what should I do?</h3>Not a problem!&#xA0;<a href="https://customer-support-clocksandcolours.gorgias.help/en-US/contact" rel="noopener noreferrer" target="_blank">Contact us</a>&#xA0;and we can reimburse you for the difference. Please note that we cannot apply an additional discount code if one was already used at the time of purchase. &#xA0;&#xA0; <h3 id="isPasted">How does Sezzle work?</h3>Split your entire online purchase into 4 interest-free payments over 6 weeks with no impact on your credit score. Add your items to the cart as normal and simply check out with Sezzle.Important Note: You may have to be logged into or create an account with us to see this option.&#xA0;&#xA0;<h3 id="isPasted">How does Klarna work?</h3>Split your entire online purchase into 3 interest-free payments or pay in 30 days with no impact on your credit score. Add your items to the cart as normal and simply check out using Klarna.This option is not available for all countries.&#xA0;<a href="https://www.klarna.com/uk/smoooth/" rel="noopener noreferrer" target="_blank">Click here to find out more!</a>Important Note: You may have to create or be logged into your Clocks and Colours account to see this option.

Payments

Information about order changes and cancellations.

<h3 id="can-i-make-changes-to-my-order">Can I make changes to my order?</h3>Unfortunately, we cannot make any changes to an order once you have paid for it.However, we can cancel your order if it has not been fulfilled and shipped yet. Once cancelled, you can place the order again with the updated changes.&#xA0;<a href="https://customer-support-clocksandcolours.gorgias.help/en-US/contact" id="isPasted" rel="noopener noreferrer" target="_blank">Contact us</a>&#xA0;right away to cancel your order.If your order has been shipped, you will have to wait for it to arrive and complete the standard return/exchange process. <h3 id="can-i-cancel-my-order">Can I cancel my order?</h3>As long as your order has not been fulfilled, then we can cancel it for you.Please&#xA0;<a href="https://customer-support-clocksandcolours.gorgias.help/en-US/contact" rel="noopener noreferrer" target="_blank">contact us</a>&#xA0;as soon as possible to cancel your order before it is fulfilled.Important Note: Final Sale items that have been shipped are not eligible for refunds.<h3 id> </h3><h3 id="isPasted">EU Customer Exceptions </h3><span style="box-sizing: border-box; -webkit-font-smoothing: antialiased; color: rgb(40, 50, 78); font-family: sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; float: none; display: inline !important;box-sizing: border-box; -webkit-font-smoothing: antialiased; font-family: sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; color: rgb(40, 50, 78);"><span style="box-sizing: border-box; -webkit-font-smoothing: antialiased; color: rgb(40, 50, 78); font-family: sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; float: none; display: inline !important;box-sizing: border-box; -webkit-font-smoothing: antialiased; font-family: sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; color: rgb(40, 50, 78);">Please be advised that orders made via clocksandcolours.eu for European customers can be returned/exchanged within 30 days according to the Return and Refund Laws of the EU.&#xA0;

Changes and Cancellations

<h3 id="do-you-sell-gift-cards">Do you sell gift cards?</h3>Yes we do! Our gift card can be purchased in amounts of $50, $100, $200 and $500 amounts.&#xA0;You can purchase a gift card from one of our online stores:For customers outside of the EU:&#xA0;<a href="https://www.clocksandcolours.com/products/gift-card-cgc?view=new" rel="noopener noreferrer" target="_blank">Purchase Here</a>&#xA0;For customers inside&#xA0;the EU:&#xA0;<a href="https://clocksandcolours.eu/products/gift-card-ceu" rel="noopener noreferrer" target="_blank">Purchase Here</a>. <h3 id="do-gift-cards-ever-expire">Do gift cards ever expire?</h3>Our gift cards have no expiration date. They do not expire. <h3 id="isPasted">Can I return a gift card for a refund?</h3>Gift cards can only be refunded under the following conditions:<ul><li>The balance is unused</li><li>The return is requested within our standard Return/Exchange Policy window of 30 days.</li></ul> <h3 id="isPasted">Can I use a gift card in person?</h3>Gift cards purchased online must be used in our online store. <h3 id="isPasted">Can I use a gift card during the sale?</h3>You can redeem a gift card during a sale to make a purchase. A gift card can be used alongside a discount code at checkout. If you have any issues with using your gift card, please&#xA0;<a href="https://customer-support-clocksandcolours.gorgias.help/en-US/contact" rel="noopener noreferrer" target="_blank">contact us</a>.

Gift Cards and Ordering a Gift

<h3 id="the-item-i-want-is-out-of-stock-can-i-pre-order-the-item-now">The item I want is out of stock. Can I pre-order the item now?</h3><span id="isPasted" style="color: rgb(40, 50, 78); font-family: sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; float: none; display: inline !important;">Unfortunately, no you cannot. We do not have a pre-order system in place at this time.<span style="color: rgb(40, 50, 78); font-family: sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; float: none; display: inline !important;">The best solution is to sign up for email notifications on the product page to be notified via email when a product restocks.<span style="color: rgb(40, 50, 78); font-family: sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; float: none; display: inline !important;">The Size Out of Stock&#xA0;notification prompt will appear when selecting a sold-out item. You can enter your email address if you would like to receive a notification when new inventory is added to the website for that item.Please note that items without a notification bell will not be restocked. <h3 id="how-often-are-items-restocked">How often are items restocked?</h3>Product restocks generally take between 30 and 90 days on average. Any items that are discounted or in the &apos;Sale&apos; section will not be restocked.&#xA0; <h3 id="why-do-you-have-limited-quantities-for-certain-products">Why do you have limited quantities for certain products?</h3>Our items are hand-made which means that we can only create so many at any one time.If an item sells out before you can purchase it, unfortunately, you would have to wait for a restock. Product availability is always first come, first served.To set yourself up for the best chance of securing a product restock, sign up for an email reminder on the product page. When it restocks, you will be among the first to know! <h3 id="do-limited-edition-items-restock">Do limited edition items restock?</h3>Limited Edition items rarely restock.<a href="https://www.clocksandcolours.com/pages/subscribe" rel="noopener noreferrer" target="_blank">Signing up for our marketing emails</a>&#xA0;will give you the best opportunity to find out about product launches to buy our rarest pieces before they sell out.&#xA0;<a href="https://www.clocksandcolours.com/products/paid-membership" rel="noopener noreferrer" target="_blank">Heavy Metals Club</a>&#xA0;members also receive early access to sales and collaboration items before they are listed on the website to the general public.

Ordering

Placing An Order

Payments

Changes and Cancellations

Gift Cards and Ordering a Gift

Stock Availability