Refund policy

Refund and return policy

We want you to love your Claradore piece. Please read the section that matches your item.

If your item is damaged, defective, or wrong

Contact us at contact@claradore.com within 30 days of delivery with your order number and a photo. If the item arrived damaged, faulty, or not as ordered, we will send a free replacement or issue a full refund. You do not need to return the item.

Standard, non-personalized items, EU right of withdrawal

Our standard message-card necklaces are not personalized with your own text, so under EU consumer law you have the right to withdraw from your purchase within 14 days of receiving your order, for any reason.

To withdraw, tell us clearly within 14 days of delivery, by email at contact@claradore.com or through the withdrawal option provided at checkout or in your account. You may return the item within 14 days of notifying us. Once we receive the returned item, or proof that you have sent it, we will refund you within 14 days. Return shipping is arranged by the customer unless we agree otherwise.

Personalized or made-to-your-specification items

Some products can be personalized, for example with a name, a custom message, or an uploaded photo. Because these are made specifically for you and cannot be resold, they are exempt from the 14-day right of withdrawal under EU law. This exemption does not affect your rights if the item arrives damaged, defective, or not as ordered, those are always covered above.

How refunds are issued

Approved refunds go back to your original payment method. Depending on your bank, it can take a few business days to appear.

Questions about a return? Email contact@claradore.com and we will guide you through it.