Last Updated: May 6, 2026

At Clocks Atelier, every order is handled with care and attention. We specialize in premium wall clocks, desk clocks, and luxury Swiss-design-inspired timepieces, and we work to ensure every customer receives a high-quality product.

Please read this Refund & Return Policy carefully before placing an order. By purchasing from Clocks Atelier, you agree to the terms outlined below.

1. General Return Policy

By default, Clocks Atelier does not accept returns.

Because many of our products are prepared, packed, and shipped specifically for each customer, all sales are considered final once the order has been confirmed and processed.

We encourage customers to review all product details carefully before placing an order, including:

  • Product size
  • Color
  • Design
  • Material
  • Specifications
  • Shipping address
  • Contact details

If you have any questions before placing an order, please contact our customer service team.

2. Order Cancellation

Orders can only be cancelled before they are processed or shipped.

Once an order has been shipped, it cannot be cancelled, refunded, or returned, except in specific cases approved by Clocks Atelier.

If you wish to cancel an order, please contact us as soon as possible. We will do our best to help, but cancellation is not guaranteed once order processing has started.

3. No Refund After Shipment

Once the product has been shipped, Clocks Atelier cannot issue a refund simply because the customer changes their mind, no longer wants the product, ordered the wrong item, or no longer needs the order.

This includes, but is not limited to:

  • Change of mind
  • Wrong product selected by the customer
  • Incorrect size or color selected
  • Customer no longer wants the item
  • Customer found another product elsewhere
  • Shipping time is longer than expected but still within the allowed delivery period
  • Refusal to accept the package without prior approval from Clocks Atelier

Once your order is in transit, the package is already handled by the shipping company, and we are unable to stop or reverse the shipment.

4. Shipping Times and Delivery Delays

Clocks Atelier provides estimated delivery times based on normal shipping conditions.

However, delivery times are estimates only and are not guaranteed. Delays may occur due to factors outside our control, including:

  • Shipping company delays
  • Customs inspection
  • Local postal delays
  • Weather conditions
  • Holidays
  • High shipping volume
  • Incorrect or incomplete delivery information
  • Carrier routing issues
  • Import procedures
  • Events beyond our control

Clocks Atelier is not responsible for delays caused by shipping companies, customs authorities, local postal services, or other third-party logistics providers.

A shipping delay does not automatically qualify the order for cancellation, refund, or compensation.

5. Maximum Delivery Time

If your order has not been delivered within 60 days from the shipping date, you may be eligible for a full refund.

Before issuing a refund, Clocks Atelier may need to verify the shipment status with the carrier, warehouse, or logistics provider.

A full refund will only be issued if:

  • The order was shipped to the correct address provided by the customer
  • The package was not delivered within 60 days from the shipping date
  • The delay was not caused by incorrect customer information
  • The package was not refused by the customer
  • The package was not held due to the customer failing to respond to the carrier, customs, or local delivery company

If tracking shows that the package was delivered, refused, returned due to customer error, or waiting for pickup, the order will not be considered undelivered for refund purposes.

6. Damaged or Defective Products

If your product arrives damaged or defective, please contact us within 7 days of receiving the order.

To review your case, we may ask you to provide:

  • Your order number
  • Clear photos of the damaged product
  • Clear photos of the packaging
  • A video showing the issue, if needed
  • A description of the problem
  • Photos of the shipping label and outer box

Claims submitted after 7 days from delivery may not be accepted.

Once we receive the required information, our team will review the case and may offer one of the following solutions, depending on the situation:

  • Replacement part
  • Repair guidance
  • Product replacement
  • Store credit
  • Refund, only if approved by Clocks Atelier

Clocks Atelier reserves the right to determine the appropriate solution based on the nature of the issue.

7. Minor Product Adjustments

Some products may require small adjustments after delivery due to shipping movement or handling.

For example, clock hands may move slightly during transit and may need to be gently adjusted. In such cases, Clocks Atelier may provide instructions, photos, or video guidance to help resolve the issue.

Minor issues that can be safely corrected by the customer may not qualify for a refund.

8. Incorrect or Incomplete Address

Customers are responsible for providing a complete and accurate shipping address at the time of purchase.

This includes:

  • Full name
  • Street address
  • Apartment, unit, or building number
  • City
  • State or region
  • Postal code
  • Country
  • Phone number
  • Email address

If the customer provides an incorrect, incomplete, or outdated address, Clocks Atelier is not responsible for failed delivery, lost packages, returned shipments, or additional shipping costs.

No refund will be issued if the package cannot be delivered due to customer error, including:

  • Wrong address
  • Missing apartment number
  • Incorrect postal code
  • Wrong country
  • Incorrect phone number
  • Failure to collect the package
  • Failure to respond to the carrier
  • Refusal of delivery

If the package is returned to us due to incorrect address details, additional shipping fees may apply to resend the order.

9. Lost Packages

If a package appears to be lost in transit, Clocks Atelier will work with the shipping company to investigate the issue.

A package is not considered lost while it is still within the standard or extended delivery timeframe.

If the package is confirmed lost by the carrier, or if it has not been delivered within the maximum delivery period of 60 days from the shipping date, Clocks Atelier may issue a full refund or replacement, depending on the case.

If tracking shows the package was delivered to the address provided by the customer, Clocks Atelier is not responsible for theft, missing packages after delivery, or packages collected by another person at the delivery address.

10. Special Case Returns

Although Clocks Atelier does not accept returns by default, we may approve a return in special cases at our sole discretion.

Special case returns must be approved in writing before the customer sends the item back.

If a return is approved:

  • The customer is responsible for the return shipping fee
  • The product must be unused and in original condition
  • The product must be returned in its original packaging
  • The customer must provide a valid tracking number
  • The return must be shipped within the timeframe provided by Clocks Atelier
  • The original shipping cost is non-refundable
  • Any customs fees, duties, or return charges are the customer’s responsibility

Unauthorized returns will not be accepted or refunded.

11. Condition of Returned Items

If a return is approved, the product must be returned in the same condition in which it was received.

Returned items must be:

  • Unused
  • Undamaged
  • Clean
  • Complete with all parts and accessories
  • In the original packaging
  • Packed safely to prevent damage during return shipping

If the returned product is damaged, used, missing parts, or not in resellable condition, Clocks Atelier may refuse the refund or deduct an amount from the refund.

12. Return Shipping Fees

For any approved special case return, the customer is responsible for all return shipping costs.

Clocks Atelier does not cover return shipping fees unless we specifically confirm otherwise in writing.

We strongly recommend using a tracked and insured shipping service. Clocks Atelier is not responsible for return packages that are lost, damaged, delayed, or delivered to the wrong address.

13. Refused Packages

If a customer refuses delivery without written approval from Clocks Atelier, the order will not be eligible for a refund.

Refused packages may result in:

  • Return shipping fees
  • Storage fees
  • Customs fees
  • Carrier handling fees
  • Loss of the package

Any costs caused by refusing the delivery may be deducted from any possible refund, if a refund is approved.

14. Customs, Duties, and Import Fees

International orders may be subject to customs duties, taxes, import fees, or local charges depending on the destination country.

These charges are the customer’s responsibility unless otherwise stated at checkout.

Clocks Atelier is not responsible for delays caused by customs clearance, unpaid import duties, or local tax requirements.

If a customer refuses to pay customs fees and the package is returned or destroyed, Clocks Atelier will not be responsible for refunding the order.

15. Refund Processing

If a refund is approved, it will be processed back to the original payment method used at checkout.

Please note:

  • Refund processing times may vary depending on your bank or payment provider
  • Shipping fees are non-refundable unless otherwise approved
  • Return shipping fees are the customer’s responsibility
  • Refunds are only issued after the case has been reviewed and approved
  • For approved returns, refunds may only be issued after the returned item is received and inspected

Clocks Atelier reserves the right to refuse a refund if the policy conditions are not met.

16. Non-Refundable Items

The following items are not eligible for return or refund unless they arrive damaged or defective and the claim is submitted within 7 days of delivery:

  • Custom products
  • Personalized products
  • Special order items
  • Clearance items
  • Final sale items
  • Products damaged by customer misuse
  • Products returned without approval
  • Products with missing parts or original packaging
  • Products shipped to an incorrect address provided by the customer

17. Customer Responsibility

Before placing an order, customers are responsible for reviewing all product information and confirming that all order details are correct.

Customers are responsible for:

  • Choosing the correct product
  • Reading product descriptions
  • Checking dimensions and specifications
  • Providing accurate shipping information
  • Monitoring tracking updates
  • Responding to carrier delivery attempts
  • Collecting packages when required
  • Reporting damage within 7 days of delivery

Failure to do so may affect refund or replacement eligibility.

18. Chargebacks and Payment Disputes

If there is an issue with your order, we ask that you contact Clocks Atelier first so we can review and resolve the matter.

Opening a chargeback or payment dispute without contacting us may delay the resolution process.

Clocks Atelier reserves the right to provide payment processors, banks, and dispute departments with:

  • Order confirmation
  • Tracking information
  • Delivery confirmation
  • Customer communication
  • Website policy records
  • Product details
  • Proof of fulfillment

This information may be used to respond to payment disputes or chargebacks.

19. Policy Abuse

Clocks Atelier reserves the right to refuse refunds, returns, replacements, or future orders in cases of suspected abuse, fraud, false claims, repeated return requests, or misuse of our policies.

This includes, but is not limited to:

  • False damage claims
  • Incorrect delivery claims when tracking shows delivery
  • Repeated refund requests
  • Return of used or damaged products
  • Chargeback abuse
  • Refusal to cooperate with the claim review process

20. How to Contact Us

To request assistance with an order, damaged product, delivery issue, or approved return request, please contact us:

Clocks Atelier
Email: info@clocksatelier.com
Website: www.clocksatelier.com

Please include:

  • Your full name
  • Order number
  • Email address used for the order
  • Clear description of the issue
  • Photos or videos if the product arrived damaged
  • Tracking number, if relevant

Our team will review your request and respond as soon as possible.