Frequently Asked Questions

Orders are shipped within 1–2 business days. Delivery times depend on the shipping method, the product, and your location. We offer standard and express delivery. Please note that delivery may take longer during the festive season — check our shipping policy for details.

Christmas Delivery Deadlines: To ensure your order arrives in time for Christmas, place your order before the following deadlines (all times are CET):

Orders without a bag
•    Outside Europe: 12th Dec, 11:00 AM
•    Italy, Eastern Europe, Denmark, Finland, Greece, Ireland, Sweden, UK, Croatia: 17th Dec, 11:00 AM
•    France, Austria, Poland, Portugal, Spain, Switzerland: 18th Dec, 11:00 AM
•    Germany, Belgium, Luxembourg, Netherlands: 19th Dec, 11:00 AM

Orders containing a bag
•    Greece: 11th Dec, 11:00 AM
•    Outside Europe: 12th Dec, 11:00 AM
•    France, Croatia, Ireland, Portugal, Spain, Switzerland, UK: 13th Dec, 11:00 AM
•    Italy, Finland, Sweden: 17th Dec, 11:00 AM
•    Germany, Belgium, Austria, Denmark, Luxembourg, Netherlands, Poland: 18th Dec, 11:00 AM

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 providing us with your full name and address details.

In celebration of the festive season, we've extended our return period to 60 days. If your loved one isn’t thrilled with their gift, no worries - you can easily return it to us for a refund! Please note that unfortunately we are not able to offer exchanges. For more information, you can refer to our return policy. 

We don’t pre-wrap items, but you can add gift wrap to your order for 2.25 EUR per item. Simply check the “Add gift wrapping” box in your cart when placing your order. Each wrap measures 10 x 14 x 26 cm, so we recommend adding one wrap per item. Please note that gift wrapping is not suitable for CLUSE bags and backpacks.

When your loved one receives their order, the invoice will not include the price. Please note that if you select adding a gift wrapping, we provide the wrapping but do not wrap the items ourselves.

During the Festive season, we have extended the return period to 60 days. This 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. For more information, you can refer to our return policy.

To ensure a smooth return process for our customers outside the European Union (including the UK, Switzerland, and the US), we recommend using UPS as your shipping carrier for returns. Please enclose a copy of the invoice both inside the package and on the outside to facilitate customs clearance and prevent the parcel from being returned to the sender. To obtain the invoice and return address, please reach out to our customer support team. We also recommend keeping your proof of postage until your refund has been processed.

For UK customers, we strongly advise against using Royal Mail to return your CLUSE order. If your parcel is returned to the sender, we will not be able to cover the shipping costs or issue a refund for the returned item.

Unfortunately, we don't offer any gift cards at the moment. However, we do offer free returns in most countries, and during the festive season, we've extended our return period to 60 days! For more information, please visit our return policy.

Unfortunately, we can't change 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.

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.

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.

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.

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

If you have returned your order using our Return Portal, you can keep track of it here. Please note that the return 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.

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

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

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.

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.

If your watch is running behind or showing incorrect time, we kindly suggest having the battery checked by one of our official resellers.

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

If your watch continues to malfunction after a battery check, please contact our Customer Care Team. 

We kindly suggest having the battery changed by one of our official resellers.

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

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.

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 product, please try to avoid contact with perfume, cosmetics, and cleaning products, as well as rough or sharp materials, as these can damage the material. When not in use, we recommend storing your bag in a clean, dry place and avoiding excessive folding.

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

To keep your CLUSE bag looking its best, we recommend gently wiping it with a damp cloth using only clean water to remove any impurities. Please avoid using any cleaning products, as they may damage the material. Additionally, CLUSE bags should not be placed in washing machines or dryers.

The weight of our bags varies by model:
- Sacroisé Petite: Our crossbody bag has an average weight of 350g
- Le Réversible: The backpack weights approximately 800g
- Nuitée: This backpack has a weight around 700g
- Nuitée Petite: The smaller version of our Nuitée weights around 680g

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

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.

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.