Repair Service
A pearl's true value lies not in the moment she is bought,
but in the years she spends with you.
1Where Service Applies
CLEA NEW YORK's repair service is available only for jewellery purchased from our official channels and authorized retailers. Pieces sold through unauthorized sellers cannot be accepted for repair.
To protect every customer, please confirm your channel before purchase. Our authorized channels are:
Official website
cleanewyork.com
Pinkoi flagship store
pinkoi.com / store / cleanewyork
Authorized retailers
Physical and online partners approved by CLEA
Please note: Pieces purchased from second-hand platforms, unauthorized resellers, or unknown sources cannot be repaired under our service — even if they appear to be CLEA NEW YORK originals. If you're unsure about a channel, write to hello@cleanewyork.com and we'll help you verify.
2Lifetime Warranty Card
Every CLEA NEW YORK piece comes with an exclusive warranty card, granting lifetime product warranty when presented for repair.
Keep your warranty card
It travels with your jewellery. Lost cards cannot be reissued.
Save your purchase record
Order number, invoice, or shipping slip serve as proof of purchase.
Valid for life
No expiry date. As long as you wear her, we'll keep her beautiful.
A warranty card is more than paper — it is CLEA's promise that we stay with you, always.
3Please Don't Repair It Yourself
If your jewellery needs care or repair, please do not attempt to fix it yourself. Improper handling can damage the nacre, alter the structure, or make professional repair far more difficult later.
No household glues
Solvents in commercial adhesives permanently seep into pearl nacre.
No DIY restringing
Pearl strands need specialist silk and knotting — DIY thread fails again.
No ultrasonic cleaning
Vibrations create fine cracks in pearl nacre — some damage is irreversible.
4The Repair Process · 4 Steps
Wherever you are in the world — these four steps take you from first message to a piece restored:
Photograph the damage
Take clear photos under good light and a clean background, capturing both the whole piece and the damaged area so we can assess accurately.
Email hello@cleanewyork.com
Attach the photos, order number, and a picture of your warranty card with a brief description. We'll reply with an assessment and initial quote within 3 working days.
Ship to our studio
Once you've approved the quote, send the piece (and a copy of the warranty card) by tracked mail or courier to the address we provide. Please keep your tracking number.
Restored & returned
When work is complete we'll photograph the finished piece and return it using the original shipping method. Every repaired piece is cleaned, inspected, and re-packaged like new.
5What Service Includes
Actual repair fees are quoted case by case. Here is how we typically categorize the work:
Basic Repairs (Small Service Fee)
- Stone re-setting — securing loose zirconia or small stones.
- Pearl re-gluing — repositioning pearls that have shifted or come loose.
- Restringing — replacing aged or loose silk on necklaces and bracelets.
- Clasp adjustment — fixing stiff, magnetic, or faulty clasps.
- Professional cleaning & polishing — restoring oxidized sterling silver.
- Ring resizing — most sterling silver rings adjustable within ±2 sizes.
Advanced Restoration (Additional Workshop Fee)
- Soldering — re-joining broken structural elements.
- Re-plating — restoring gold, rhodium, or other plated finishes.
- Metal reshaping — professional repair of seriously deformed pieces.
Repair service does not cover custom modifications (changing the design, adding initials, switching materials, etc.). For custom work, please contact us through our custom inquiry channel.
6Fees to Know
Fees are quoted case by case
Every piece is different, so we don't have a fixed price list. Email photos to hello@cleanewyork.com first; we'll provide a complete quote after assessment, and proceed only after your confirmation. No hidden charges.
Lost components require material fees
If a pearl, small stone, or accessory has been lost, the cost of the replacement material will be added to your quote.
Shipping is the customer's responsibility
Both the outbound and return shipping are covered by the customer. International orders may use DHL, FedEx, or similar carriers; rates vary by service.
Final decision rests with CLEA
CLEA reserves the right to determine whether a repair can be carried out. If a piece is beyond restoration or outside our service, we will tell you honestly and suggest alternatives.
7Frequently Asked Questions
Can I still get a repair without the warranty card?
How long does a repair take?
How do I send a repair from overseas?
Can severely damaged pieces still be saved?
I already tried to fix it myself — can I still send it in?
Can I track the repair progress?
Ready to make her shine again?
Prepare photos of the piece, your order number, and a photo of your warranty card. Send them to the address below — our sisters at CLEA will reply within 3 working days.
Submit a Repair Request
