1. Delivery Time
Unless a different delivery period is clearly stated on the product page or agreed with the customer, orders are dispatched within the legally permitted period and in any event no later than 30 days after the order is placed, subject to applicable law.
For made-to-order or personalized products prepared according to the customer’s request or personal needs, a longer production or delivery period may be agreed where permitted by law.
Estimated production and shipping times may vary by product, destination, carrier, customs procedures, public holidays and other circumstances outside CLEWASE’s reasonable control.
2. Order Cancellation Before Production
If you wish to cancel an order, please contact CLEWASE as soon as possible at info@clewase.com.
For standard products, cancellation requests received before dispatch will be evaluated in accordance with applicable consumer law.
For made-to-order or personalized products, production may begin shortly after the order is placed. If production has already started, cancellation may not be possible where a statutory exception to the right of withdrawal applies.
3. 14-Day Right of Withdrawal for Eligible Consumer Orders
Consumers who purchase eligible products through a distance contract generally have the right to withdraw from the contract within 14 days without giving a reason and without paying a penalty, subject to the exceptions provided by applicable law.
For goods, the withdrawal period generally starts on the date the consumer or a third party designated by the consumer receives the goods. A withdrawal notice may also be sent before delivery.
To exercise the right of withdrawal, send a clear statement to info@clewase.com including your order number and request.
4. Products Excluded from the Right of Withdrawal
The statutory right of withdrawal may not apply to goods prepared in accordance with the consumer’s special requests or personal needs, including eligible personalized or custom-made products.
Where a legal exception applies, this will not remove the customer’s rights relating to defective, damaged, incorrect or non-conforming products.
5. Returning Eligible Products
After notifying CLEWASE that you are exercising an applicable right of withdrawal, follow the return instructions provided by CLEWASE.
Do not send a product directly to a manufacturer or fulfillment partner unless CLEWASE has provided the relevant return instructions.
For an eligible withdrawal, the consumer must generally return the goods within 14 days after sending the withdrawal notice, unless a different mandatory rule applies.
6. Refunds Following a Valid Withdrawal
Where a valid statutory withdrawal right is exercised, eligible refunds are processed within the statutory 14-day period, with the starting point determined by the Distance Contracts Regulation.
Where required by law, payments including eligible delivery charges will be refunded using a payment method compatible with the original payment method and without imposing additional cost on the consumer.
7. Damaged, Defective or Incorrect Products
If a product arrives damaged, defective, misprinted, incorrect or materially different from the order, contact CLEWASE as soon as possible.
We may request photographs of the product, packaging, shipping label and other information reasonably necessary to investigate the issue.
Where a manufacturing, printing, fulfillment or shipping error is confirmed, CLEWASE may provide the remedy required by applicable law, which may include replacement, reproduction, repair where appropriate, partial refund or full refund.
8. Seller or Customer Design Errors
If a custom product is produced correctly according to the design, personalization or information supplied by the customer or seller, a refund or replacement may not be available merely because of an error in the submitted content, subject to mandatory consumer rights.
- Spelling mistakes in submitted artwork or personalization
- Incorrect design files
- Low-resolution images
- Incorrect dimensions or placement selected by the customer or seller
- Incorrect customer or shipping information
9. Color and Production Variations
Minor differences between digital previews and finished products may occur because of screen settings, materials, inks, printing methods, manufacturing tolerances and lighting conditions.
Normal and reasonable production variations are not automatically considered defects.
10. Delivery Address
Customers are responsible for entering complete and accurate delivery information.
Issues caused solely by an incorrect or incomplete address supplied by the customer will be reviewed on a case-by-case basis, without limiting any mandatory rights under applicable law.
11. Lost or Delayed Shipments
If tracking indicates that a shipment may be lost or materially delayed, contact CLEWASE so the shipment can be reviewed with the relevant carrier or fulfillment provider.
CLEWASE remains responsible for obligations that cannot legally be excluded, including applicable obligations relating to delivery to consumers.
12. Packages Marked Delivered
If carrier tracking shows that a parcel was delivered but it cannot be located, please first check the delivery location, household members, neighbours, building reception and the carrier.
Contact CLEWASE if the issue remains unresolved so that we can review the available tracking and delivery records.
13. How to Report an Issue
For a cancellation, withdrawal, return, damaged product, defective product, incorrect order or missing shipment request, please provide the information relevant to your case.
- CLEWASE order number
- Name and contact information
- Description of the request or issue
- Product photographs where applicable
- Packaging photographs where applicable
- Shipping or tracking information where relevant
14. Contact
For delivery, cancellation, withdrawal, return or refund questions:
Email: info@clewase.com