Shipping policy

Please make sure to carefully read the purchase terms and conditions before placing an order. We hope the following information will provide you with a comprehensive and enjoyable shopping experience. If you have any questions about our services or policies, please feel free to contact us before making a purchase. Thank you!

Payment Methods

• The CLEA NEW YORK official website accepts Visa, MasterCard, Apple Pay, and PayPal.
• When using PayPal, you can choose to pay either with your PayPal account or directly with a credit card (no PayPal account required for the latter). PayPal is a convenient and secure payment platform that ensures your personal information remains confidential and protected. Please note that PayPal no longer supports Taiwanese credit cards.
• All product prices are listed in TWD (New Taiwan Dollars).
• Please note that we will not contact you via SMS or phone for payment details.

Order Process

• After placing an order, you will receive a confirmation email from our system. Please check this email carefully. If there are any errors in the product style, quantity, color, or shipping information, kindly notify us via email on the same day the order is placed for corrections.
• Please allow 7 business days for us to prepare and ship your order. Once shipped, the package will take 3-10 business days to arrive. After shipping, we cannot make changes to the recipient information.
• Pre-order or specially made products may require additional production time as indicated in the product description (excluding shipping time). Handmade pearl products are crafted upon order and typically require approximately 10 business days to complete. Custom or out-of-stock items may take longer. If the product is completed earlier, it will be shipped earlier. For specific delivery dates or product requests, please contact us in advance. We regret that we cannot expedite orders without prior communication. Thank you for your understanding!
• All inquiries regarding orders placed on our official website will be addressed via email at hello@cleanewyork.com. Please ensure emails from us are not blocked, especially if using free email services.
• CLEA NEW YORK is not responsible for shipping delays caused by weather or unforeseen circumstances.

Shipping Information

Once your package has been shipped, we will send you a shipping confirmation email with the tracking number.

1. International Orders

   • All international orders (excluding Hong Kong) are shipped via Chunghwa Post using the EMS International Express service. Shipping costs are calculated during checkout. Please ensure that the shipping address is accurate.
   • Delivery to the US and Canada typically takes 5-7 business days (excluding holidays), while Japan takes 3-5 business days. Actual delivery time may vary depending on postal and customs procedures in the destination country.
   • Orders to Hong Kong are shipped via SF Express, taking approximately 2-5 business days (excluding holidays).
   • Product prices and shipping costs do not include customs duties or handling fees. If customs duties are required upon arrival, they must be handled and paid by the buyer.
   • If a package is returned due to unpaid customs duties, the refund amount will deduct the shipping costs and any applicable fees.
   • If the provided recipient information is incomplete or the package exceeds the pickup time limit and is returned, the buyer will need to pay for reshipping.

2. Domestic Orders

   • Domestic packages are shipped via Chunghwa Post. If there are any special circumstances causing delays, our customer service team will contact you via email or phone.
   • Orders qualify for free shipping for purchases over TWD 4,000.
   • We cannot ship to P.O. boxes or military addresses.
   • If the recipient information is incomplete or the package exceeds the pickup time limit and is returned, the buyer will need to pay for reshipping.

Returns and Exchanges

Please make informed purchases and carefully read the product descriptions and website announcements before buying. Pearls are natural materials, and variations in size, color, and texture are normal. Growth marks on pearls are not considered defects. Slight color differences may occur due to varying display settings. If you have specific concerns, please contact us for a detailed discussion prior to purchase. Items confirmed as defective via email communication can be returned or exchanged. Non-defective items are eligible for returns within 7 days of receipt but cannot be exchanged.

• For any return or exchange requests, please notify us via email first. Include your order number, reason for return/exchange, and contact details (name, email, and phone number).

• Returns and exchanges are accepted within 7 calendar days of the day following receipt (including holidays) for items in perfect condition.

• Once approved for return/exchange, please repack the item in its original packaging and return it within seven days to the address below. Use a secure and traceable shipping method. We are not responsible for items lost or damaged during return shipping.

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

• After receiving your return, we will assess the item for defects or damage and notify you of the outcome. If approved, we will process the return/exchange within 10 business days. For defective items or damages caused during shipping, we will refund the return shipping cost upon receipt of the shipping receipt.

• Items damaged due to improper use or missing components will not qualify for returns.

• Refunds may take time to process depending on your bank or credit card company. If you do not see your refund after a reasonable time, please contact us for assistance.

• Non-defective international returns must be shipped back at the buyer's expense. Original shipping costs and customs fees are non-refundable. Orders that qualified for free international shipping will have the initial shipping cost deducted from the refund.

• Discounted items are not eligible for returns or exchanges.

If you have any additional questions, please feel free to contact us anytime!
hello@cleanewyork.com