Returns

Exchanges and Returns

 

We want you to be completely satisfied with your Clavis Aurea purchase. If for any reason you wish to return an item, please follow the instructions below. We do not offer exchanges or store credits, and all returns must be authorized by contacting us directly.

 

You have 14 days from the date you receive your order to request a return. Please note that certain high-value items may incur a restocking fee, as outlined below.

 

How to Request a Return

 

To initiate a return, please email our Returns Department at returns@clavis-aurea.com with your order number and reason for the return. Our team will review your request and provide further instructions for returning your item(s).

 

Once your return is authorized, pack the item securely in its original Clavis Aurea packaging, including the handcrafted wooden box and all protective materials. This helps ensure the piece arrives safely and maintains the luxury presentation.

 

Customers are responsible for arranging their own return shipping. We recommend using a reliable, trackable shipping service with insurance for the full value of the item, as Clavis Aurea cannot be held liable for returns lost or damaged in transit.

 

For international returns, please ensure that items are sent back from the same country to which they were delivered to avoid delays and additional customs fees.

 

Important Details

 

Returned items must be in their original, unused condition, with all packaging and protective materials included. Items that show signs of wear, alteration, or damage may not be accepted, or a reduction in the refund may apply.

 

For high-value items, particularly those ordered on a pre-order basis, a 20% restocking fee may apply. This fee helps cover costs associated with processing and potential reconditioning of these pieces. High-value items are generally considered to be those priced above €5,000, though this may vary depending on the collection and specific product.

 

Receiving a Refund

 

Once we have received and inspected your return, we will confirm by email. If the item meets our return conditions, we will process a refund to the original payment method.

 

Please allow up to 10 business days for the refund to appear in your account, depending on your payment provider’s processing times. Original shipping costs are non-refundable unless the item is faulty or you are exercising your statutory rights under applicable consumer protection laws.

 

Repeated Returns

 

While we offer a flexible return policy to ensure a positive shopping experience, we do monitor the frequency of returns. Frequent or repeated returns, particularly for high-value items, may result in the application of a restocking fee or, at our discretion, refusal of future orders.

 

Late Returns

 

Returns should be postmarked within 14 days of receipt. Items returned outside this timeframe may be refused or may incur additional fees.