CAN I CANCEL MY ORDER AFTER I PLACED IT?
If you’ve changed your mind about your order, it is possible to cancel on the same day, before we have dispatched it. Please contact us immediately at firstname.lastname@example.org with your order number.
CAN I CHANGE AN ITEM IN MY ORDER AFTER I PLACED IT?
Unfortunately, we are unable to change orders once they are finalized, however, we can still cancel it so you can place it again with the correct items. Please contact our customer service team at email@example.com, and don’t forget to include your order number.
WHAT FORMS OF PAYMENT CAN I USE?
In our online store you can use the following payment types: Paypal, pay by credit card, Google Pay or Apple Pay. Your payment information is safe with us, all transactions are secure and encrypted. We never store your credit card information.
IN WHICH CURRENCIES CAN I PLACE MY ORDER?
The default currency on our e-shop is Euro and you will be charged in Euros. Currency conversion fees might be added to your payment based on your bank’s policies, please make sure to contact your bank for further information. We are unable to cover these extra costs.
I’VE TRIED TO PLACE AN ORDER BUT MY PAYMENT IS REJECTED, CAN YOU HELP?
In this case, please contact your credit card provider or contact Paypal, Google Pay or Apple Pay directly, hopefully they will be able to sort this problem out as soon as possible.
I HAVEN’T RECEIVED ANY CONFIRMATION OF MY ORDER.
Once our system received your order, you get a confirmation email about the details of your order. Also, we notify you once it’s dispatched, in this email we also send you the tracking of your order to track the parcel.
If you haven’t received any emails within an hour – please make sure to check on your spam folder too – then please contact our customer service team about the status of your order via email at firstname.lastname@example.org.
WHY SHOULD I CREATE AN ACCOUNT?
You may check out as a guest, however, creating an account with us with expedite the checkout process and make it easier to view your order history and initiate returns or exchanges.
I CAN’T LOG IN TO MY ACCOUNT.
First of all, please make sure that you try to sign in with the right email address, and that you typed your password correctly. If you forgot your password, just click on the “Forgot your password?” button, and you can reset your password. If you are experiencing any issues with logging in, please reach out to our customer service team at email@example.com.
HOW CAN I CONTACT STUDIO CLORA CUSTOMER SERVICE?
For information about products, orders, returns & exchanges and all online support, please feel free to contact us at firstname.lastname@example.org. Our commitment is to respond to all inquiries within two business days. Please note that we only speak English, French and Italian, so please contact us in one of these languages.
Shipping & Delivery
WHERE IS MY ORDER?
Once your order is dispatched, you receive an email notification, which contains a link for tracking your order. You can also visit DHL’s website, all you need is the tracking number we have provided.
DO YOU OFFER INTERNATIONAL SHIPPING?
We offer free shipping on all international orders. We ship internationally via DHL for a fast and reliable service.
Please be aware that packages may be subject to delays and additional taxes and duties at the port of entry of various international countries outside of France. We take every effort to ensure a quick and smooth delivery, but we do not take responsibility for any delays and extra fees which may be applied via customs and duty offices in the receiving country.
HOW MUCH DOES SHIPPING COST?
We offer free shipping on all orders.
DO I NEED TO EXPECT ANY TAXES OR CUSTOMS DUTIES WHEN I RECEIVE MY ORDER?
Please be aware that packages may be subject to delays and/or additional taxes and duties when shipped to international countries outside of France. We take every effort to ensure a quick and smooth delivery, however we do not take responsibility for any delays and/or extra fees which may be applied via customs and duty offices in the receiving country.
Custom duties and taxes are not included in the total at checkout. As the recipient, you are liable for all import duties, customs and local sales taxes applied by the country you are shipping to. Payment of these is necessary to release your order from customs on arrival.
WHICH COURRIER COMPANY DO YOU SHIP WITH?
Currently, we ship via DHL Express Go Green program (worldwide).
WHEN WILL MY ORDER SHIP?
We dispatch orders within 1-2 business day by piece. Our distribution center does not dispatch orders on Saturday, Sunday and French bank holidays. Our aim is to fulfill your order in the time scale indicated above, however, we cannot take responsibility if the delivery time is longer than indicated.
WHEN WILL MY PREORDER ITEM ARRIVE?
If you have ordered an item on preorder your entire order will be shipped on the date your preorder item is ready. You can find the date your preorder item will be ready in the product title and description.
If you have any questions or concerns about the whereabouts of your parcel please email us at email@example.com.
HOW LONG DOES IT TAKE TO RECEIVE MY ORDER AFTER IT IS DISPATCHED?
Within the EU and in France orders are usually delivered the next business day once it’s dispatched. Orders outside of the EU usually take 3-10 business days to arrive. Delivery times are indicated from the day when the shipping has been confirmed by Studio Clora.
CAN I HAVE MY ORDER DELIVERED TO A PO BOX ADDRESS?
Unfortunately, we do not ship to PO boxes.
DO I NEED TO SIGN FOR MY ORDER?
Yes, the parcels need to be signed for.
I HAVEN’T RECEIVED MY ORDER WITHIN THE INDICATED DELIVERY TIME FRAME, WHAT HAPPENED TO IT?
Although we make all reasonable efforts to ensure that your order is delivered within a specified time period, we cannot take responsibility for late deliveries due to circumstances outside of our control. Our customer service team will do their best to inform you of any unexpected delays.
If you have problems tracking your order, please contact our Customer Service Team via our support email firstname.lastname@example.org.
Deliveries will now be contactless. The driver will try to obtain a signature upon delivery, but if this is not possible, the parcel will either be left at the premises as per authority to leave instructions or taken to a collection point.
You may experience a slight delay with the delivery of your parcel, however, we are dispatching on time and we are working with our carrier to get your order to you as quickly as possible.
HOW CAN I RETURN MY ORDER?
All returns must be unworn, unused and in their original condition. Requests for returns must be made within 14 days of receiving the order.
Returns must be postmarked within 14 days of the date your item was delivered. Once we receive your return, we will refund the corresponding amount.
You can find all our detailed returns and exchanges policy here.
RETURN MY ORDER
To return your order, please reach out to us at email@example.com.
DO YOU OFFER FREE RETURNS?
Whether you would like to return the product because of a defect, because the size does not fit or just because you do not like it as much as you thought, we offer the return within the EU.
We do not provide return shipping labels for international orders outside the EU.
Please note, taxes or customs duties will not be credited back upon return.
You can find all our detailed returns and exchanges policy for all international orders outside the EU here.
HOW DO I GET MY REFUND?
Your refund will be made to the payment method used for the payment. You will see your refund within 14 days from the date we receive your parcel.
I’VE RECEIVED A FAULTY ITEM IN MY ORDER. WHAT SHOULD I DO?
In case you have received an item that is not in perfect condition, contact us within 7 days so we can take care of the issue. Our customers are our utmost priority, so we are happy to help. Please send us an email to firstname.lastname@example.org with your order number and please describe the problem. An attached picture would be very much appreciated.
Sales & Discount
I HAVE A PROMOTIONAL CODE OR GIFT CARD CODE. HOW DO I APPLY?
Once at checkout, enter the gift card or discount code in the upper right corner and click “apply”.
I’M A NEW CUSTOMER. CAN I GET A DISCOUNT ON MY ORDER?
We offer a one time 10% discount for new customers, all you need to do is just subscribe to our newsletter. Once you’ve subscribed, you need to confirm your email address, and then you’ll receive the coupon code that you can use at checkout.
MY COUPON CODE DOESN’T WORK. HOW CAN I APPLY IT?
Please make sure to copy and paste the code just as you’ve received it, as the code is case sensitive, and please check you haven’t added an unnecessary space. If you still experience issues with applying the code, please contact us at email@example.com.
CAN I USE MORE THAN ONE PROMO CODE AT CHECKOUT?
No, you can only use one coupon code at a time.
HOW CAN I CONTACT YOUR SALES TEAM?
Please send all international wholesale inquiries to our sales team directly to firstname.lastname@example.org.
Products & Stock
WHAT DOES IT MEAN IF AN ITEM IS AVAILABLE FOR PREORDER?
The nature of our products means they sell out quickly and this allows us to hold your place to make sure you get what you want. The item will be shipped by the date shown in the product description. Please note that your card will be charged fully when a preorder is placed. This is the only way we can allocate the item to you.
WHERE CAN I FIND THE CARE INSTRUCTIONS FOR YOUR PRODUCTS?
On the product’s page we list the care instructions for each jewelry and accessory. Also, you can find more information here on our Customer care’s page. Please make sure to handle each product according to the care instructions so you can enjoy your Studio Clora pieces for a long time. If you can’t find your piece on our site, contact customer service for expert advice.
DO YOU USE PLASTIC ON YOUR JEWELRY AND ACCESSORIES?
At Studio Clora we strive to reduce our environmental impact. All our Glow II collection is made with recycled PET plastic sequins only as well as glass crystals and beads.
HOW CAN I GUARANTEE THAT THE PRODUCT I PURCHASED IS AUTHENTIC?
Authentic Studio Clora products are available on our website (www.studioclora.com) and at our stockist’s locations here. Our company does not offer merchandise for sale through individuals, flea markets, unauthorized retail locations, or at auctions.