Shipping | Returns | Refunds | Exchanges Policy

Welcome to Cloozz ("Cloozz", "we", "our" or "us"), where you can explore all our collections online. This Shipping | Returns | Refunds | Exchanges Policy ("Policy") was written with care and consideration, in order for you to have the best experience whilst purchasing your new charm (the  "product") via our Website available at: https://www.cloozz.com (the "Website"). This Policy describes our shipping, return, refund and exchange guidelines, designed to enable you to fully enjoy your shopping experience. 

Please read this Policy carefully before submitting an order (the "Order") via our Website, and feel free to contact us at our Contact Us page or email us at support@cloozz.com, or via our website chat, if you have any questions related to this Policy. 

By submitting an Order, you expressly acknowledge and agree that you are entering a legal agreement with us and have understood and agree to comply with, and be legally bound by, this Policy, our Terms of Use and Privacy Policy. This Policy, the Terms of Use and Privacy Policy shall be referred to collectively as the "Terms". 

This Policy is an integral part of, and is subject to the Terms. You hereby waive any applicable rights to require an original (non-electronic) signature or delivery or retention of non-electronic records, to the extent not prohibited under applicable law. If you do not agree to be bound by the Terms, please do not submit an Order.

You may have certain cancellation or return rights governed by local legislation. Nothing in this Policy will affect your statutory rights.

Shipping Policy

At Cloozz, we strive to provide you with a seamless shopping experience, including fast and reliable shipping options. Cloozz may choose the carriers at its discretion. Below are the details of our shipping policy:

Processing Time

• Orders are processed within 1-2 business days (excluding weekends and holidays) after receiving your order confirmation email.
• You will receive a notification when your order has been shipped.

Shipping Rates and Delivery Estimates

• Shipping costs will be as displayed at checkout.
• If no fixed date or timeline has been agreed upon, estimated delivery date will be up to 7 business days after our confirmation of your order.
• Note: Delivery charges and timescales may vary depending on the type of products ordered, and the delivery address and due to carrier delays or unforeseen circumstances. Please note that Cloozz is not responsible for shipping delays incurred by the carrier.
• Where the supply of the items is delayed or prevented for reasons beyond our control (for example, material shortages, import delays or higher than anticipated demand) we will make every effort to keep you informed but, to the maximum extent permitted by law, Cloozz shall be under no liability to you for such delay or failure. For the avoidance of doubt, this paragraph does not exclude or effect in any way any statutory right that is afforded to you to cancel an Order when a product is delayed or not provided.

Order Tracking

• Once your order has been shipped, we will send you an email with a tracking number and a link to track your package.

Shipping Restrictions

• Currently, our shipping services cover the United States and a wide range of European countries.

General

• Please note that certain products may be subject to alternative delivery charges, restrictions and/or timescales. If delivery cannot be made to a customer due to the customer not being present at the address at the time allotted by the carrier or if a customer refuses to accept the products, Cloozz reserves the right to deduct the cost for returning products to the Cloozz returns center from the customer's refund for the order.
• All risk in the products you order (including risk of loss and/or damage to the products) shall pass to you when they are delivered to the delivery address specified in your order.

Returns Policy

At Cloozz, we want you to fall in love with every purchase. If you're not completely satisfied, we’ve made returning or exchanging your items simple and hassle-free. Below are the details of our return and exchange policy:

Eligibility for Returns

• Products are accepted for returns within 30 days from receipt of shipment.

Condition of Items

• Items must be unused, unworn, in their original condition, and returned with all original packaging, including the product box, invoice, Cloozz loops, and instructions.

Exclusions

• Sale and limited-edition items cannot be returned or exchanged unless defective or damaged. In such cases where the items are defective or damaged, sale and limited-edition items are accepted for returns within 30 days from receipt of shipment.

How to Initiate a Return

• Contact Us. Visit our Contact Us page or reach out to us at support@cloozz.com. Include your order number and the reason for the return.
• Approval & Instructions. Once our Customer Care team approves your request, you will receive an email with detailed return instructions and the appropriate return shipping address (either a US or EU location, based on your address).
• Packing. Securely package the item in its original packaging to prevent damage during transit. Returned products are your responsibility until they reach us, so make sure that they are packed up properly and can't get damaged on the way.
• Shipping. Follow the return shipping instructions provided by our Customer Care team.

Return Shipping Costs

• Customers are responsible for return shipping costs unless:
  • The item is defective or damaged.
  • The wrong item was delivered.
• We recommend using the shipping service provided by our Customer Care team or another trackable shipping service (with insurance) to ensure your return reaches us safely.

International Returns

• For international orders, the same 30-day return policy applies. In addition, please note that you are responsible for any customs duties, taxes, or return shipping fees incurred during the return process.

Lost or Missing Returns

• Cloozz is not responsible for items lost or damaged during return transit. We recommend using the shipping service provided by our Customer Care team or another trackable shipping service (with insurance).

Multiple Returns

• Returns must be in a reasonable amount and duration, meaning, we reserve, at our own discretion, to refuse the return of an order that has been re-delivered (for any reason) already. 

Refunds Policy

In general, our items are not refundable. However, if we cannot supply you with the product you ordered, we will not process your order and inform you of this in writing (via email) and, if you have already paid for the product, we will refund you. In addition, in case you wish to receive a refund for an item that you returned to Cloozz, the item must be unused, unworn, in its original condition, and returned with all original packaging, including the product box, invoice, Cloozz loops, and instructions. Our refund policy is as follows:

Processing Time

• Refunds will be processed within 7-10 business days after we receive and inspect your returned item.

Payment Method

• Refunds will be credited back to the original payment method used during purchase. Processing times may vary depending on your bank or credit card provider. If you paid by credit card, please make sure to check your bank statement. If you paid using another payment method, please check with the payment provider/issuer to locate the refund.

Shipping Fees

• Original shipping fees are non-refundable unless the return is due to a defective or incorrect item.

General

• Once your returned product has been received and inspected by us, you will receive confirmation via email and may be refunded for the original purchase price via the payment method detailed above, subject to the requirements of this policy. 
• Please note that Cloozz is not responsible for shipping delays incurred by the carrier.

Exchanges Policy

Product Exchanges

• To exchange an item, please indicate this in your return request. Exchanges are subject to product availability.
• Please note that shipping costs may vary.
• Please note that in order to avoid damage during shipment, exchanged products must be delivered to us in their original packaging (if possible) or in similar packing material, and in accordance with any instructions provided by us. Exchanged products are your responsibility until they reach us, so make sure that they are packed up properly and can't get damaged on the way. 
• Once your exchanged products have been received and inspected by us, you will receive confirmation via email and will send you the product you requested to receive. You may exchange an item for the same amount you originally paid for such exchanged product, subject to the returned items complying with the requirements of this Policy. 

Damaged or Defective Items

If your item arrives damaged or defective, please contact us immediately via our Contact Us page or email us at support@cloozz.com. Please indicate your order number, include a description and photos of the issue. We will arrange a replacement or refund at no additional cost.

Contact Us

For any further questions or assistance, please reach out to our Customer Support team via the Contact Us page on our Website or via:

• Email: support@cloozz.com
• Live Chat: Available Monday to Friday, 9 AM to 5 PM (GMT -5)

Thank you for choosing Cloozz. We value your trust and look forward to providing you with exceptional service.