Please read the purchasing guidelines carefully before placing an order. We aim to provide you with a complete and satisfactory shopping experience through the information below. If you have any questions about our services or the guidelines, please feel free to contact us before making a purchase. Thank you!

｜Payment Methods｜

• CLEA NEW YORK's official shopping website accepts Visa, MasterCard, Apple Pay, and PayPal.
• When using PayPal, you can choose to pay with your PayPal account or with a credit card (the latter does not require a PayPal account). PayPal ensures safety and convenience by not sharing your sensitive information with sellers, protecting your personal data. Please note that PayPal no longer supports Taiwanese credit cards.
• All prices on the website are displayed in TWD (New Taiwan Dollar).
• Please note that we will not request any payment details via SMS or phone calls.

｜Order Process｜

• After placing your order, you will receive an order confirmation email from our system. Please review the confirmation carefully. If there are any errors in the item type, quantity, color, or shipping details, kindly email us on the same day to make corrections.
• Please allow us 7 business days to prepare and ship your order. Your items should arrive within 3-10 business days after dispatch. Once the order is shipped, the recipient's information cannot be changed.
• For pre-orders or made-to-order items, additional production time (as indicated in the product description) will be required, excluding shipping time. Handmade pearl products require approximately 10 business days for production in sequence of order placement. Customization or shortages may extend the waiting time. If completed earlier, we will ship ahead of schedule. For special delivery dates or custom requests, please email us in advance. Without prior communication, expedited requests cannot be accommodated. Thank you for your understanding and cooperation!
• All inquiries about online orders will be responded to via email at hello@cleanewyork.com. If you are using a specific free email service, please check your spam folder to avoid missing our replies.
• CLEA NEW YORK is not liable for delays caused by weather conditions or other unavoidable factors.

｜Shipping｜

Once your package is dispatched, you will receive a shipping confirmation email with a tracking number.

1. International Orders

   • All international orders (except Hong Kong) are shipped via Chunghwa Post EMS Express. Shipping fees are calculated at checkout, so please ensure your shipping address is accurate.
   • Delivery to the U.S. and Canada takes approximately 5-7 business days, and to Japan, 3-5 business days (excluding holidays). Shipping times may vary due to customs inspections or local postal services.
   • Orders to Hong Kong are shipped via SF Express and usually take 2-5 business days (excluding holidays).
   • If the customer refuses to pay customs duties, resulting in the package being returned, the refund will be processed after deducting actual shipping costs and any incurred duties.
   • Incomplete shipping information or failure to collect the package within the designated period may result in a return. The customer is responsible for additional shipping costs for resending.

2. Domestic Orders

   • Domestic packages are shipped via Chunghwa Post. If there are any issues causing delays in shipment, our customer service team will contact you via email or phone.
   • Free shipping is available for domestic orders over NT$3,000.
   • We do not deliver to P.O. boxes or military addresses.
   • Incomplete shipping information or failure to collect the package within the designated period may result in a return. The customer is responsible for additional shipping costs for resending.

｜Returns and Exchanges｜

Please make informed purchases and carefully review product descriptions and website announcements before ordering. Pearls are natural materials and may vary in size, color, and texture. Natural growth marks are not considered defects. Product images may show slight color differences due to display settings. If you have detailed requirements, please contact us for discussion before ordering. Products confirmed via email as defective may be returned or exchanged. Non-defective items are eligible for return (not exchange) within the 7-day cooling-off period.

• To request a return or exchange, please notify us via email with your order number, reason for return/exchange, and contact details (name, email, phone).

• Items eligible for return or exchange must be in their original condition and packaging and sent back to the address below within 7 days from the date of receipt:

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

• Use traceable and secure shipping methods for returns/exchanges. We are not responsible for lost or damaged items during transit.

• Upon receiving your returned item, we will inspect it for defects or damage. You will be notified via email about the eligibility for return/exchange. If eligible, the process will be completed within 10 business days after receiving the item. For defective products or damage during shipping, please reply to our email with proof of postage, and we will reimburse your return shipping fees.

• Returns due to personal misuse or incomplete accessories will not be accepted.

• For refunds, please allow processing time as required by your bank or credit card provider. If your refund is delayed, please check with your bank or contact our customer service for assistance.

• Returns for non-defective international packages must be shipped at the customer’s expense. Original shipping fees and duties are non-refundable. If free shipping was applied, the refunded amount will deduct the shipping fee originally waived.

• Discounted items are not eligible for return or exchange.

If you have any further questions, feel free to contact us at hello@cleanewyork.com. Thank you!