Shipping & Returns
We are shipping worldwide with a couple exceptions. Please see our shipping fees and deliver times below.
|Delivery method||Shipping fee (EUR)|
|within the EU, except France||Standard shipping 1-3 days||free|
|within France||Standard shipping 1-3 days||free|
|Outside the EU||Standard shipping 3-10 days||free|
Our current dispatch time is 1-2 business day by piece.
After your payment has cleared and your order is completed at checkout you will receive an automated email of your invoice. Please note this email may be located in your spam/junk folder if you are ordering from us for the first time. We truly appreciate your support of our products. If any issues arise with your order, we will communicate with you immediately and work to resolve 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 our Customer Support team with your order number. 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.
Once your order is shipped, we estimate you will receive your order within 1-3 business days of its ship date (within EU). Transit times do not include Saturday, Sunday or French bank holidays. The estimated delivery date is an estimate only and is not guaranteed. Shipping times may vary, but rest assured we work our hardest to get you your order as quickly as possible. Saturdays and Sundays do not qualify as delivery days. We cannot be held accountable for unforeseen weather conditions that delay delivery time. Please note, delivery times are indicated from the day when the shipment of your order has been confirmed by Studio Clora, but do not include the time needed to prepare your order. Most pieces require 1-2 days by piece in production since the majority of our work is made by hand. We strive to fulfill your order in a timely manner. However, due to the handmade nature of our products we ask that all customers be aware of this production window. If the item is ready before the allotted window, the item will ship as soon as it is complete.
International shipments are shipped via DHL who provide customs clearance and delivery service within 1-10 business days from date of dispatch. For insurance purposes, all orders require signature upon delivery, no exceptions. An adult signature is always required upon delivery for secure shipment as we are sending items of high value that should never be left unattended at your door. If you or any other adult cannot be present to sign, another delivery will be attempted the next day. If you call DHL or talk to your local office, they can reroute to another address or hold it at their office for you to pick up at your convenience. Additional charges may be addressed if more than one attempt is made for delivery.
All packages sent via DHL will have a tracking number assigned. Your tracking number will be emailed to you when your order is shipped. Once your package has been shipped out and handed to the respective courier, you cannot change the shipping method. Studio Clora is not responsible for items lost in transit. Customers are responsible for claiming all misplaced, lost, undelivered or abandoned shipments directly with DHL. All customers are encouraged to contact DHL about a missing or undelivered package. In the event that your package is lost or misplaced we will do our best to assist you. If for any reason your order is to be delayed or cancelled — due to stock, payment or otherwise — we will contact you via email.
Orders placed during bank holidays in France or when there is a high volume of orders can take longer that the allowed time window. A sales representative will notify you if the production time is longer than usual. Studio Clora reserves the right to refuse sales or cancel orders placed by a customer in violation of the site’s terms or as otherwise determined by the company. We do not ship to P.O. box addresses. Gift wrapping is not available for international orders since packages are opened and checked by customs. All items are packaged securely.
We are always happy to answer questions about your orders, so please feel free to contact our customer service team with your enquiries on firstname.lastname@example.org.
TAXES AND DUTIES
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.
REFUNDS, RETURNS & EXCHANGES
Studio Clora has a 14-day return policy: you have 14 days from when your order is delivered to ship/postmark it back to our return address for a refund.
Any claim regarding the delivery of Product(s) must be submitted in 14 working days following receipt of the Product(s). They must be sent in their original condition (packaging, accessories, tag, etc.). To return your order and get your return label or for further information, please reach out to us at email@example.com.
Any parcel returned after the prescribed timeframe shall be refused and returned to the sender. No parcel returned as cash on delivery shipping shall be accepted, whatever the reason. Once we receive your return, we will refund the corresponding amount. 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.
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.
For all international orders outside the EU, please note, we do not provide return shipping labels. We do not refund any shipping charges (taxes and duties) on return items and the costs and risks pertaining to the return of Product(s) are borne by the sender.
In order for the customer service to accept the return, the Product(s) must be returned in full condition in its original packing, undamaged, with its label attached, not worn, accompanied by all of its accessories, and a copy of the purchase invoice. The Customer shall not have to justify the reasons or pay penalties, with the exception of return costs and all potential customs duties. Studio Clora cannot be held responsible in the event of loss, theft or damage of the parcel. Parcels for which the Customer’s identification (surname, first name, address and return code) is not possible shall be refused.
The Product(s) must be returned to:
134 chemin des Fourneaux
On receipt of the Product(s) returned by the Customer, the customer service shall send a confirmation of receipt of the Product by e-mail.
For a repair authorization within 7 days from receiving your order if your piece has been damaged or is defective or if you have any other questions or concerns regarding the return/exchange process, please see our Repair Policy or feel free to contact customer service at firstname.lastname@example.org to discuss your particular situation.
All custom pieces and special orders are final sale and cannot be returned unless the item is damaged or we made a mistake. Studio Clora is not responsible for items damaged in transit.
For information about products, orders, returns & exchanges and all online support, or if you are having difficulty placing an order please feel free to contact our Customer Service department at email@example.com or read our Terms & Conditions. We are open Monday through Friday. Our commitment is to respond to all inquiries within two business days. All messages left after hours or over the weekend, will be returned the next business day. Please note that we only speak English, French and Italian, so please contact us in one of these languages.