Please be sure to read the purchase instructions carefully before placing an order. We hope that the following instructions can give you a more complete and perfect shopping experience. If you have any questions about our services and instructions, you are very welcome to contact us before shopping, thank you!

｜Payment method｜

• CLEA NEW YORK's Chinese official website only supports Taiwanese credit cards and provides payment methods such as Visa, MasterCard, Line Pay, Apple Pay and PayPal.

• When you pay with Paypal, you can choose to pay with a Paypal account or pay with a credit card (the latter does not require a Paypal account). The Paypal system is very convenient and secure. All important information does not go through the seller, ensuring the security of your personal information. Please note that the Paypal platform no longer supports Taiwanese credit cards.

• All products on the website are priced in Taiwan dollars .

• Please note that we will not conduct any payment related details via text messages or phone calls.

｜Order Process｜

• After completing the order, you will first receive an order confirmation letter from our system. Please check your order confirmation exactly. If the product style, quantity, color, or shipping information is incorrect, please inform us by email on the day of placing the order so that we can make corrections.

• Please allow us 2-3 working days to prepare your purchase and ship it. Your item will arrive within 3-10 working days after it is shipped. Once the product is shipped, we cannot change the delivery information afterwards.

• Product styles that are pre-ordered or require special production arrangements will require additional production time to prepare as indicated in the style introduction (excluding the logistics period). Since this product is produced after receiving the order, please be sure to pay attention to the possible production and logistics lead time when placing the order. If you have a specially designated delivery date or style requirement, please write to us in advance and we will respond and assist based on the actual situation. If you do not contact us in advance, we will not be able to help you rush the shipment temporarily. Thank you for your understanding and cooperation!

• All official website order questions will be answered via email at hello@cleanewyork.com . If you use a specific free mailbox, please pay attention to the mail blocking problem.

• CLEA NEW YORK will not be responsible for the delay of goods due to any weather and unavoidable factors.

｜Transportation Logistics｜

Once your goods are shipped, we will send you a shipping confirmation and provide a tracking number.

1. Overseas orders

• All overseas orders (except Hong Kong) will be sent via Chunghwa Post, and the shipping method used is International Express EMS . Shipping costs will be automatically calculated when filling out the form, so please be sure to fill in your shipping address correctly.

• It takes about 5-7 working days to ship to the United States and Canada (excluding holidays), and about 3-5 working days to Japan. Since postal and transshipment status varies between countries, please be sure to allow time for delivery. In the event of customs inspection, the actual receipt time may be delayed.

• Hong Kong orders will be shipped by SF Express Shipping takes about 2-5 working days (excluding holidays).

• Overseas orders with a minimum purchase of NT$7,500 can enjoy free shipping. Our product pricing and shipping charges do not include possible duties and handling charges. If the customs wants to collect customs duties related to the goods after the package is delivered, this part will need to be handled and borne by the ordering party.

• If the package is returned because the ordering party is unwilling to pay customs duties. The refund amount will be deducted from the actual shipping fee and all customs duties, and then the balance will be refunded.

• If the delivery information provided is incomplete or the collection time limit is exceeded, causing the package to be returned, the ordering party must pay additional shipping costs for re-sending.

• Domestic parcels are sent via Chunghwa Post. If there are any special circumstances where the product you purchased cannot be shipped on time, customer service staff will contact you via email or phone.

• Domestic orders with a minimum purchase of NT$3,000 can enjoy free shipping.

• We are unable to ship to PO Boxes or military addresses.

• If the delivery information provided is incomplete or the collection time limit is exceeded, causing the package to be returned, the ordering party must pay additional shipping costs for re-sending.

｜Returns and exchanges｜

Please be sure to consume rationally and read the product introduction and official website announcement carefully before purchasing. Since pearls are natural organisms, they vary in size, color, and texture. The growth marks produced are not considered defects. Product photos may have slight color differences due to different viewing devices. If you are more demanding on details, please contact us in advance to discuss. If the product is confirmed to be defective through email communication, you can proceed with the return or exchange. If the product is not defective, returns will only be accepted within 7 days of the appreciation period, and exchanges will not be possible.

• Please notify us of any return or exchange needs by email first. In the content of your email, please provide us with your original order number, reason for return and exchange, and contact information, including your name, email, and phone number.

• Returns and exchanges will be available for intact products within the 7-day appreciation period (including holidays) starting from the day after receipt of the receipt.

• After discussion via email, it is confirmed that the product is defective or within the scope of return or exchange. Please return the product to the complete original packaging and send it back to the address below within seven days. Please note that returns and exchanges must be sent in a guaranteed and questionable manner. We will not be responsible if the goods are lost or damaged during delivery.

244 9th Floor, No. 350, Section 2, Wenhua 3rd Road, Linkou District, New Taipei City

• Once we receive your return or exchange, we will conduct a defective or damaged inspection and then send you an email to notify you whether your return or exchange meets the conditions for return or exchange. Once complied, returns and exchanges will be processed within ten working days after we receive the complete item. If the return and exchange conditions are met and the product itself is defective or the new product is damaged during shipping, please reply and attach the receipt for your return and exchange when you receive the email confirming compliance, and we will refund you the shipping cost.

• If the product is damaged due to human factors due to improper use by the buyer, or if the accessories are missing, we will not be able to accept the return because it does not meet our return conditions.

• If you haven't received your refund yet, please check your bank account again and contact your credit card company. The refund process usually takes some working days and varies from bank to bank. If you still have not received your refund after a period of time, please contact our customer service staff and we will help you as soon as possible.

• Returns of overseas packages that are not due to product defects must be sent back by yourself and the international shipping costs will be borne. The shipping costs, duties and other handling fees incurred by the original package sent overseas will not be refunded. If you enjoy free international shipping when your order reaches a full amount, the refund amount will be deducted from the original free shipping fee.

• Please note that we do not accept returns or exchanges for any discounted items.

If you have any questions, you are welcome to write to us at any time, thank you!

hello@cleanewyork.com