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FAQ

SHIPPING & PAYMENT INFORMATION

HOW LONG DOES IT TAKE TO PROCESS THE ORDER?

After your payment is verified, it takes up to 24 hours to process and ship your order. This does not include weekends or holidays. During holiday seasons, processing times may take longer due to high order volume. Purchases made after 11 am UTC will not be shipped out until the next business day. If you order after 11 am UTC on a Friday, your order will likely be shipped out on the following Monday.

WILL I HAVE TO PAY INTERNATIONAL TAXES & DUTIES?

Your order may be subject to import duties, and taxes levied once a shipment reaches your country. The total amount for duty and taxes is about 20% of the amount in euros of the merchandise. However, this is just a general guideline and may vary depending on how the order was shipped. You should contact your customs office for specific amounts and percentages.

CLÉONE cannot control and is not responsible for any duties/taxes applied to your package. You will be responsible for paying additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information. Note, on rare occasions, and customs agents may delay the delivery of some packages.

HOW LONG IS THE SHIPPING TIME?

We try to find the most appropriate shipping method based on the destination.

Standard shipping time across Europe may take between 3-5 business days.

Express shipping time across Europe may take between 1-3 business days.

Standard shipping time to the other countries may take between 7-14 days.

Express shipping time to the other countries may take between 5-7 days.

Some circumstances are out of our control (like customs and security checks, natural disasters, holidays, weather, etc.) that may cause shipping postponements or delays. While most of the packages will arrive on time, there may be circumstances and delays that our logistic partners may experience. For this reason, we cannot guarantee the exact delivery time.

DO YOU SHIP OVERSEAS?

Yes, we ship all over the world. You have the opportunity to choose the shipping method that you like the most. After selecting a shipping method, the shipping costs will apply and will be added at checkout.

For full details, you can see our Shipping Policy.

 

ORDER INFORMATION & CONCERNS

HOW CAN I TRACK MY ORDER?

Once your order ships, you'll receive a shipping confirmation email and tracking number. If it has been more than two business days since you placed your order and still have not received a tracking number, please contact us, and we'll gladly assist you.

WHAT CARRIERS DO YOU USE FOR ORDER DELIVERY?

We use all major carriers and local courier partners. You’ll be asked to select a delivery method during checkout.

WHAT HAPPENS IF I'M NOT HOME WHEN MY ITEM IS DELIVERED?

Anyone at home can receive the package on behalf of the main customer. Usually, the postman will leave a collection slip if nobody is at home, and you may collect your parcel at your nearest post office.

I NEED TO CHANGE SOMETHING ON MY ORDER. HOW CAN I DO THAT?

If you need to change or cancel your order, please contact us immediately. Once our warehouse has processed your order, we will be unable to make any changes.

MY ORDER STATUS SAYS, "UNFULFILLED." WHAT DOES THAT MEAN?

"Unfulfilled" means that we successfully received your order! Once your order is shipped, you'll receive a tracking number, and your order status will change to "Fulfilled."

WHY WAS MY ORDER CANCELED?

If your order was canceled unexpectedly, our fraud filter has likely marked your order as fraudulent. If you are sure this is not true, please order again with your Paypal account. If you don't have Paypal, you can easily register at www.paypal.com.

 

PRODUCT, WARRANTY & RETURNS

HOW LONG DO THE BATTERIES LAST?

Our batteries have 2 years lifespan. Once the battery is used up, it can be easily replaced at any watch retailer/handler in your country. Our warranty does not cover the replacement of batteries.

CAN I CHANGE THE STRAP OF MY CLÉONE WATCH?

CLÉONE watches come with a removable strap. A small lever function on the watch strap allows you to remove the strap easily upon sliding.

IS MY CLÉONE WATCH WATERPROOF?

All CLÉONE watches are 3ATM waterproof (unless otherwise stated on the casing) and can withstand water contact in cases such as light rain and sweat.

Please remove your watch before swimming, bathing, diving, etc.

HOW DO I TAKE CARE OF THE LEATHER STRAP ON MY CLÉONE WATCH?

Our genuine leather strap oxidizes gracefully over time. Avoid long exposure of the leather strap to intense sunlight, heat, and humidity.

WHAT ABOUT THE PLATING OF MY CLÉONE WATCH?

Our stainless casings are plated gold, silver, black, or rose. To prevent premature corrosion and fading of the metal plating, remove the watch before applying body creams or perfume.

CAN I RETURN MY PRODUCT?

We always aim to make sure our customers love our products, but we're happy to help if you need to return an order.

Any brand new product can be returned for a full refund or store credit within 30 days of delivery. We offer free and easy returns for all orders across Europe over 100 EUR. Please contact our customer support to schedule the return and receive a prepaid return label. Expedited shipping charges are non-refundable.

For international returns under 100 EUR, the customer is responsible for return shipping.

RECEIVE A DAMAGED ITEM?

If you received a damaged item, please reach out to our customer support and resolve the issue.

HOW LONG DOES IT TAKE TO PROCESS MY RETURN?

Once you notify us that you would like a return, we'll get in touch with you.

Once the warehouse has received your return and complies with our returns policy, we will refund you by your original payment method. Please be aware that payments can take up to 7 working days to process, depending on your bank or payment provider. Returned items will be refunded, excluding the original cost of shipping.

After issuing the refund, it will take up to 3 business days for the funds to be placed back on your credit card or Paypal account.

IS THERE A WARRANTY?

CLÉONE has a limited warranty that covers manufacturer's defects for two years after the original purchase date from an authorized dealer. Basically, if the watch parts or mechanics don't work properly and our fault, we will repair or replace your product for free. However, this does not cover any abuse you might put your watch through on your own. The warranty does not cover water damage, normal wear, tear, batteries, accidental glass damage, scratches, strap damage, or theft. Proof of purchase is required for all warranty claims and service requests, so please keep your receipt.

For full details, you can see our Return & Refund Policy.

 

OTHER

I HAVE A QUESTION WHICH IS NOT ANSWERED. WHAT SHOULD I DO?

Please please reach out to our customer support, and we'll respond as soon as we can.