Frequently Asked Questions

Unfortunately, we can't change, exchange or cancel orders due to logistical constraints. Therefore, you will need to return your order for a refund and place a new one for the desired product. For more information, please visit our return policy here.

Unfortunately, we can’t change the shipping or billing address once an order has been placed. Therefore, we advise you to request a change of address directly from the carrier through the shipping notification you have received via email. We apologize for any inconvenience this may cause.

Just placed an order on CLUSE.com and haven't received your confirmation yet? Please wait up to one hour and check your spam folder. If you still haven’t found the confirmation email, contact our Customer Care Team.

To know when a CLUSE product will be back in stock, simply sign up for our waiting list on the desired products page. If this option is unavailable, please check with our resellers if they have it in stock.

We offer gift wrapping for €2.25 per item. You can add this option to your order by selecting "Add gift wrapping" in your shopping cart.

As our products vary in size, we recommend selecting one gift wrap for each item. The gift wrap measures 12 × 14 × 30 cm and is not suitable for CLUSE bags or backpacks.

Please note that we do not offer personalized gift messages.

Unfortunately, it is not possible to have your parcel delivered to a local pick-up point. Therefore, the shipping address should either be a home address or a work address. Please note that if you are absent, the carrier may deliver your parcel to a nearby pick-up point.

If you would like to know if a store near you keeps a certain CLUSE product in stock, we kindly advise you to contact the store directly. Please take a look at our store locator for an overview of all CLUSE resellers.

CLUSE sells directly through www.cluse.com and through a global network of official authorized resellers.

Once your order has been placed, it will be shipped within 1 or 2 business days. If you haven’t received the shipping confirmation via email, we kindly ask you to check your spam.

Delivery times depend on the selected shipping method and the destination country. We recommend checking our Shipping Policy for estimated delivery times.

Please note that it can take up to 3 business days for the tracking to be active. If the tracking status has not been updated or your parcel seems to be stuck, please contact our Customer Care Team.

For most countries, CLUSE offers free standard delivery. However, depending on the address and the product, we may charge an additional delivery fee up to 20 EUR. Upon arrival of your parcel, you may have to pay import duties and taxes depending on your country as well. For more information, we kindly advise you to check our shipping policy.

Additionally, CLUSE offers an express delivery method as well. You have the choice to select the paid delivery option at the check-out. The express delivery fee will be added to the shopping cart’s value and, if needed, to the additional fee for selected countries.

The tracking says my order is delivered, but I have not received it. If your order is marked as delivered, but you have not received it, please contact our Customer Care Team.

If the tracking status says that your parcel has been returned to the sender, please contact our Customer Care Team.

CLUSE ships to all countries that are available when selecting your shipping address during checkout.

For most destinations, we offer free standard delivery. However, depending on the shipping address and the product, an additional shipping fee of up to EUR 20 may apply.

Please note that we currently do not ship to the United States, Hungary, Georgia, or Lithuania due to increased tariffs and customs-related costs.

If you order from outside of the EU, you may have to pay import duties and taxes upon arrival. Their payment is at your own responsibility. CLUSE has no control over these charges and we cannot predict their amount. For further information, we kindly advise you to contact the local customs office.

If your order doesn’t meet your expectations, you can return it within a trial period of 30 days. This trial period starts the moment your order has been delivered.

For selected countries, you can return your items in a few simple steps using our return portal. To connect to the portal, you simply need your order number (starting with MK) and your post code.

If your order is damaged upon arrival or incomplete, please contact our Customer Care Team within 24 hours after receiving your parcel.

If you returned your order through our Return Portal, you can find the tracking link in the return confirmation email. Otherwise, you can track your return by reconnecting to the portal here. Please note that for some returns, the parcel will first be delivered to a local distribution point, from where the package will be sent to our warehouse in Germany. You will be refunded once the return has arrived.

If you didn't return your order with our Return Portal, you can keep track of it with the tracking information provided by the carrier of your choice.

When the return is delivered to our warehouse in Germany, you will receive your refund within a period of two weeks. If you have made your return via our Return Portal, the status for a completed return will be: "Delivered to retailer". Within two weeks, you will receive an email to notify you that your refund has been processed. If this period has passed, and you still have not received your refund, please contact our Customer Care Team.

For most EU countries, returns are free of charge. For full details, please refer to our Return Policy.

For customers in the United Kingdom and Switzerland, CLUSE offers a fixed‑rate return option through our Returns Portal. The return label is paid directly when registering your return, ensuring a secure and often more cost‑effective process than arranging the shipment independently.

For returns from countries outside the European Union (excluding the UK and Switzerland), we recommend using UPS as your shipping carrier. Please include a copy of the invoice both inside the parcel and attached to the outside to facilitate customs clearance and avoid the parcel being returned to the sender. To obtain the invoice and return address, please contact our Customer Care Team. We also recommend keeping your proof of postage until your refund has been processed.

You can place an order using iDeal, credit card, PayPal, Sofort bank transfer and Klarna. Additionally, we provide the service of express checkouts using Apple Pay, Shop Pay, PayPal and Google Pay.

We do not accept payments by check, phone order or cash.

Every new subscriber to our newsletter receives a 10% discount on their first full priced order. For more information, please click here.

Additionally, don't forget to check out our special offers here.

Discount codes cannot be used when another promotion is active and cannot be combined with other discount codes. Only one discount code can be applied per order.

If your discount code is still not working or appears invalid, please contact our Customer Care Team.

Unfortunately, we do not offer any gift vouchers. However, we are pleased to inform you that we offer free returns to most of the countries we deliver to. If the gift you purchased isn't suitable for your loved one, you can return it easily via our return portal.

Discount codes cannot be used when another promotion is active, nor can they be combined with other discount codes. It’s not possible to use multiple discount codes in one order.

If your watch, jewellery or bag is defective, please contact our Customer Care Team.

If your watch is behind or does not give the correct time, we kindly advise you to check the battery with a jeweller or one of our official resellers.

CLUSE grants a two-year warranty period on its watches, jewellery and bags.

Warranty can only be claimed if you have purchased your CLUSE product on our website (CLUSE.com) or from an official CLUSE reseller. Our warranty covers manufacturing defects and non-conformity from the date of receiving the product. For more information, please have a look at our Terms and Conditions. 

- Watches: The warranty relates to the movement and not to parts such as the strap and the glass. For more information, please have a look at our watch guide.

- Jewellery: Our jewellery is fragile and should be handled with care. Avoid contact with water or chemical products. For more information, please have a look at our jewellery guide.

- Bags: Bags should not be overloaded and backpacks should be carried using both handles at all times. For more information, please have a look at our bag product information and care.

If there is a problem with your watch, jewellery or bag, please contact our Customer Care Team.

We offer paid repair for our watches. To request a repair for your watch, please contact our Customer Care Team.

Unfortunately, we don’t provide paid repair on jewellery or bags.

If you bought a CLUSE product from one of our retailers or resellers and are experiencing an issue, please contact our Customer Care Team.

Before you start using your CLUSE watch, make sure to remove the foil on the glass and the little piece of plastic between the crown (the button which allows you to adjust the time) and the watch face. Afterward, you will be able to push in the crown and the watch should start ticking.

CLUSE watches are suitable for everyday use. However, the watch is not suitable for showering, swimming and other water-related activities. Please note that CLUSE watches can also be influenced by water vapour and condensation caused by warm environments or conditions. Damages caused by water inside the watch are not covered by the warranty.

Our women’s watches weight between 30 – 100g and our men’s watches weight 50 – 150g. Depending on the model and the strap material, the weight of our watches vary. Watches with a leather strap are lighter than stainless steel strap watches.

Currently, we do not offer any options to have a personalized message engraved on your CLUSE watch. However, you can go to your local jeweller to personalise your gift.

If your watch is running behind, showing the wrong time, or you believe the battery needs to be replaced, we recommend having it checked by one of our official resellers. They can verify the battery and replace it if necessary.

Please note that opening the watchcase yourself will void the warranty.

If your watch continues to malfunction after the battery check or replacement, please contact our Customer Care Team for further assistance.

The Nuitée 2.0 features a bottle compartment and is made from a lighter, more flexible material compared to the original Nuitée. Both models are available in a variety of colors, ensuring you’ll find an option that suits your style.

CLUSE recommends a maximum load of 8kg for backpacks and 2kg for shoulder bags. Please be mindful not to exceed these limits, as overloading may cause damage to your bag.

To ensure the longevity of your CLUSE bag or backpack, we recommend avoiding contact with perfume, cosmetics, cleaning products, and rough or sharp surfaces, as these may damage the material. When not in use, store your item in a clean, dry place and avoid excessive folding.

To clean your CLUSE bag, gently wipe it with a damp cloth using only clean water. Please avoid using cleaning products, as they may damage the material. CLUSE bags should not be placed in washing machines or dryers.

For backpacks, we also recommend using both adjustable shoulder straps to carry your backpack on your back for optimal comfort and durability.

We only want the best for you, and so we have carefully chosen the material of our CLUSE jewellery for its quality, durability and aesthetic. Therefore, we use stainless steel and natural stones. For more information, please visit our jewellery guide.

We highly recommend avoiding contact with liquids and cosmetics. Also, protect your CLUSE jewellery from shocks and hard/rough materials as this may cause scratching or tarnishing.

We recommend gently cleaning your CLUSE jewellery using a soft cloth to restore shine.

To keep your jewellery looking beautiful, we kindly advise taking off your jewellery when sleeping, bathing and doing physical activities.

Most of our jewellery is adjustable with extender links to fasten at different lengths for a preferred look. The exact sizing can be found in the specifications on the product’s website.

- Necklaces: CLUSE necklaces come in lengths from 400 mm to 585 mm. Therefore, they are perfect to wear solo or layered. For the ultimate layering look, we recommend mix & matching necklaces of different lengths.

- Bracelets: CLUSE bracelets have an adjustable length from 160 mm to 200 mm.

- Anklets: CLUSE anklets have an adjustable length from 220 mm to 260 mm.