Before You Order
Please take a moment to read through our shopping guide.
If anything is unclear, we'd be happy to hear from you before you place your order.
1Payment Methods
The CLEA NEW YORK online store accepts multiple international payment methods. All prices are listed in New Taiwan Dollars (TWD); your bank or PayPal will convert to your local currency at the current rate.
Visa
Visa cards issued worldwide
MasterCard
MasterCard issued worldwide
Apple Pay
One-tap checkout on iPhone & Mac
PayPal
Most convenient for international customers. Credit card payment also available without a PayPal account.
PayPal is secure and easy — payment details never reach the seller.
※ Please note: PayPal does not currently support credit cards issued in Taiwan.
A note on safety: CLEA NEW YORK will never request payment information by SMS or phone. All official payment is completed through our website checkout. If you receive any suspicious message, please write to hello@cleanewyork.com to verify.
2Order Process
Here is what happens after you place your order:
Order confirmation email
Once your order is placed, our system will send a confirmation email immediately. Please review your order carefully — item, quantity, colour, and shipping address. If anything is incorrect, please write to us on the same day so we can amend it.
Production · 10 working days
Every CLEA pearl piece is handcrafted to order, taking approximately 10 working days in queue order. Pre-order or made-to-order pieces follow the timeline noted on the product page; out-of-stock or custom orders may require additional time.
Shipping notification
Once your piece ships, you'll receive a shipping confirmation email with a tracking number. Please note: once an order is shipped, the delivery address can no longer be changed.
Delivery
Your parcel will arrive within 3–10 working days after shipping, depending on destination. Please inspect the piece upon receipt and write to us promptly if anything is unexpected.
Need a piece for a specific date? If you have a particular delivery date in mind (a birthday, anniversary, or gifting occasion), or you need a special item, please write to us in advance so we can plan accordingly. We're not able to rush production at the last minute, so for major holidays (Mother's Day, Christmas, etc.) please order 2–3 weeks ahead.
All order-related inquiries are handled through hello@cleanewyork.com. If you use a free email provider, please check your spam folder and consider whitelisting our address.
3Shipping & Delivery
Once your order ships, we'll send a confirmation email with your tracking number. Shipping methods by region:
Within Taiwan
- Carrier: Chunghwa Post (Taiwan Post)
- Timing: approx. 3–5 working days
- Unavailable: P.O. boxes & military addresses
- Returned parcels: incomplete address or expired pickup window incurs re-shipping fee
Hong Kong
- Carrier: SF Express
- Timing: approx. 2–5 working days (excl. weekends)
- Shipping cost: calculated by weight at checkout
- Duties: no import duty required for most orders
International
- Carrier: Chunghwa Post EMS (international express)
- US / Canada: approx. 5–7 working days
- Japan: approx. 3–5 working days
- Other countries: please allow additional time; customs inspection may extend delivery
Customs duties are the customer's responsibility: Our prices and shipping rates do not include import duties. If customs charges apply upon arrival, the recipient is responsible for paying them directly.
Returned packages: If a parcel is refused (due to unpaid duties, incomplete address, or expired pickup window), refund will be issued after deducting both outbound & return shipping costs and any customs fees.
4Returns & Exchanges
Their natural marks, slight colour variations, and unique textures
are not considered defects.
Product photos may also appear slightly different on various screens. If you'd like to discuss specific details before purchasing, please write to us first. Confirmed defects can be returned or exchanged after email review; non-defect returns are accepted within a 7-day inspection period only — exchanges are not available.
Return Process
Email us first
Write to hello@cleanewyork.com with your order number, reason for return, and contact details (name, email, phone). Please do not ship the item back until we have confirmed receipt of your request.
Return within 7 days
Within 7 days from the day after delivery (including weekends), place the unworn piece back in its original packaging and ship it to the address below. Please use a tracked, insured shipping method — we cannot be responsible for loss or damage in transit.
Inspection & refund
Once received, we'll inspect the piece and email you whether it meets our return criteria. Approved refunds are processed within 10 working days of receiving the complete return.
Linkou District, New Taipei City 244, Taiwan (R.O.C.)
文化三路二段 350 號 9 樓
※ For international returns, please include both English and Chinese addresses on your shipping label for accurate delivery.
Who Pays for Return Shipping
Defective or damaged in transit → we cover return shipping
If your return is approved as a defect or transit damage, please reply to our confirmation email with your return shipping receipt. We will refund the return postage to you.
Non-defect international returns → customer covers shipping
For international returns that are not defect-related, the customer covers return shipping. Original outbound shipping and customs fees are not refundable. If your order qualified for free international shipping, that amount will be deducted from the refund.
Items Not Eligible for Return
Misuse or missing parts
Damage caused by improper use, or returns missing original accessories, are not eligible.
Sale & discounted items
All discounted items are final sale — please review carefully before ordering.
Natural pearl markings
Slight texture and colour differences are natural to organic pearls and are not considered defects.
5Other Important Notes
Weather & unforeseen delays
CLEA NEW YORK cannot be held responsible for shipping delays caused by weather, natural disasters, customs inspections, or other unforeseen circumstances.
Check your spam folder
If you use a free email provider (Yahoo, Hotmail, etc.), please check your junk folder and add hello@cleanewyork.com to your contacts to avoid missing important order updates.
Refund processing time varies by bank
Refunds typically take several working days, depending on your bank or card issuer. If you still don't see the refund after a reasonable period, please contact your card issuer first; if questions remain, write to us and we'll help follow up.
6Frequently Asked Questions
Can I modify my order after placing it?
I didn't receive an order confirmation email — what should I do?
How do I track my parcel?
What if my piece arrives with a defect?
How long does a custom or pre-order piece take?
How are international shipping fees calculated?
Can I request a specific delivery date for a gift?
Will my piece look exactly like the photos?
Still have questions?
We're happy to help at any time. A short note before ordering
can make your experience smoother and more peaceful.
