Refund policy

Refund & Order Resolution Policy

At Clelry, we want you to feel confident with your purchase. We provide after-sales support for eligible order issues reported within 30 days after delivery.

Because Clelry ships directly from fulfillment partners in China and does not operate an overseas return warehouse, we generally do not accept product returns. International returns can be slow, costly, and difficult to receive successfully.

Depending on the issue, an available resolution may include:

  • Full refund
  • Partial refund
  • Replacement
  • Reshipment

Contact us at support@clelry.com. Our support team usually replies within 1–2 business days and aims to provide a resolution decision within 2 business days after receiving the information needed to review the request.

Eligible Order Issues

Please contact us within 30 days of delivery if an item is damaged, defective, missing, incorrect, or significantly different from its product description.

Please include:

  • Your order number
  • A brief description of the issue
  • Clear photos or videos showing the problem
  • A photo of the shipping label or package, if relevant

After review, we may offer a refund, partial refund, replacement, or reshipment depending on the circumstances.

Missing Items or Packages

If your order arrives with missing items or appears to be lost in transit, contact us at support@clelry.com. We may request additional information while reviewing the issue with our shipping or fulfillment partners.

Non-Returnable Items

For hygiene and safety reasons, earrings and other personal-use jewelry items are not eligible for return after delivery unless they arrive damaged, defective, incorrect, or significantly different from their description.

We also generally do not accept returns for:

  • Items that have been worn or used
  • Items damaged through improper use or care
  • Orders affected by incorrect or incomplete shipping information supplied by the customer
  • Gift cards
  • Final-sale or promotional items, unless required by law

Change of Mind

Because we do not operate an overseas return warehouse, we generally do not accept returns or refunds when a customer changes their mind, no longer wants the item, or orders the wrong style. If there is a problem with the item itself, please contact us so we can review it.

Refunds

Approved refunds are issued to the original payment method. Please allow up to 10 business days for your bank or card provider to process and post the refund. If more than 15 business days have passed since approval, contact us.

Replacements and Reshipments

Approved replacements or reshipments will be sent to the original shipping address unless another address is confirmed by our support team. Please ensure that the shipping information supplied with the order is complete and correct.

Order Cancellations

To request a cancellation or change, contact us as soon as possible. Once an order has been processed or shipped, we may no longer be able to cancel or modify it.

Applicable Consumer Rights

Nothing in this policy is intended to limit rights available under applicable consumer-protection law, including any mandatory cancellation or cooling-off rights. Please contact us before taking action so we can review the order and explain the available resolution.

Contact Us

Email: support@clelry.com