We offer all customers who purchase directly from Clogau a 30-day money-back guarantee. If you're not completely satisfied with your item, you may return it, in an unworn condition, within 30 days of receipt, along with proof of purchase, for a full refund or exchange.
The following items are non-returnable:
• Compose by Clogau engagement rings
• Earrings (for hygiene reasons)
• Engraved jewellery
• Bespoke or specially commissioned items
• Alterations
• Gift vouchers (physical or e-vouchers)
Returns are typically processed within 7–10 working days from receipt. Postage charges may apply depending on the reason for return.
To return, exchange, service, or repair your item(s), please use our online returns portal.
For full details, please read our Returns Terms & Conditions.
If your item was purchased through an approved Clogau retail partner, please return it directly to the retailer. Clogau is unable to issue refunds for items not purchased directly.
If the retailer is no longer trading or accessible, we may offer a replacement or gift voucher of equal value within the warranty period.
Customers are responsible for the cost of returning items, except in cases where the item is faulty or was sent in error.
For faulty items, return postage is only reimbursed for returns made within the UK.
If your item falls outside of our warranty coverage, we’re still able to offer a repair service. A charge will apply, based on the nature and extent of the work required.
Our Customer Care team will provide a detailed quote before any repair is carried out. If you choose not to proceed, your item will be returned to you without any work being undertaken.
To check whether your piece is covered, please refer to our Warranty Terms & Conditions or contact our Customer Care team for assistance.
Please use a tracked and insured postal service and obtain proof of posting. Clogau cannot accept responsibility for parcels lost in transit.
Please send copies only of receipts or proof of purchase, as we cannot guarantee the return of original documents.
Please do not send original packaging with your return, as it will be destroyed and cannot be returned; a new presentation box will be provided where appropriate.
Returns are typically processed within 7–10 working days from receipt. Refunds will be processed to your original payment method once the return has been approved. You will be notified by email as soon as the return has been processed. Funds typically appear within 5–10 working days, though this may vary depending on your payment provider.
All returns are typically processed within 7–10 working days from receipt. If the exchange item is more expensive than the original, we will contact you to arrange payment for the difference. If it is less expensive, we will refund the difference to your original payment method. Postage charges apply for all exchanges processed during the returns period.
At Clogau, we are committed to crafting high-quality jewellery and watches. If your jewellery piece or watch requires repair or service, please return directly to us for assessment.
If your jewellery or watch is damaged due to reasons not covered under warranty (e.g. accidental damage), we will contact you with repair options and any applicable costs before proceeding.
Repairs typically take 6–8 weeks from the time we receive your item. This includes assessment and providing a quote for any repair charges.
Once you approve the quote and payment is received, please allow up to 4 weeks for the repair to be completed.
Please note, if any hallmarks or stamps are removed during the repair, we are required, by law, to have them re-applied. This may extend the overall repair time slightly.
If your jewellery piece holds sentimental value, please inform us during the return process by selecting the appropriate option in the online form. This helps us ensure we handle your item with extra care and avoid automatic replacements.
We offer a professional cleaning and polishing service for a small fee plus postage. Arrange this easily through our online returns system.
The Clogau Two-Year Warranty covers manufacturing faults on jewellery and watch movement parts. To be eligible, the piece must be purchased from Clogau or an approved retailer and proof of purchase is required. Please read our warranty T&Cs for further information - Warranty – Clogau.
Perfume and candles can only be returned if the outer wrapper is still intact and the product has not been used. Opened items cannot be refunded. Perfume and Candles are not covered under any warranty.
Call us on 0345 606 88 77
Email us at sales@clogau.co.uk
Our lines are open Monday to Friday, 9am–5pm.
Please read the following terms carefully before returning your item to Clogau:
1. Eligibility
• Only items purchased directly from Clogau (via our website, by phone, or via Clogau stores) are eligible for return to us.
• Items purchased through an approved Clogau stockist must be returned to the original point of sale.
• If the original store is no longer operating or cannot accept the return, we may offer a replacement item or gift vouchers equal to the value of the purchase, provided the item is still within the warranty period.
• Only items purchased directly from Clogau are eligible for a refund. We cannot issue refunds for items purchased via retail partners.
2. Return Costs & Responsibility
• Customers are responsible for arranging and covering the cost of return postage, unless:
o The item is faulty, or
o The item was dispatched in error
In these cases, UK returns only may be reimbursed once the item has been inspected and deemed eligible by our team.
• Returns from outside the UK are not eligible for reimbursement. Customers are responsible for any applicable shipping fees, duties, and taxes.
3. Return Method
• All returned items must be sent via a secure postal service that includes:
o Tracking
o Proof of posting
o Adequate insurance cover
• Clogau cannot accept responsibility for items lost in transit or for any returns not sent using a secure method.
4. Packaging & Documentation
• Please only send copies of receipts or proof of purchase. We cannot guarantee the return of original documentation.
• If returning an item for repair, please do not send it in its original presentation packaging, as we cannot guarantee its return.
5. Return Criteria
To be eligible for a refund or exchange:
• The item must be returned in full (e.g., pendant and chain together, both earrings, etc.)
• The item must be assessed and meet the required return criteria under our policies and warranty conditions.
• The customer must return the item before a refund, exchange, or replacement can be issued.
6. Refunds
• Once a returned item has been approved, a refund will be issued to the original payment method.
• Refunds typically appear on your statement within 5–10 working days, but this may vary depending on your card issuer.
• If there are any issues with processing your refund, a member of our Customer Care team will contact you.
7. Non-Refundable Items
The following are non-refundable.
• Compose by Clogau engagement rings
• Earrings (for hygiene reasons)
• Engraved jewellery
• Bespoke or specially commissioned items
• Alterations
• Gift vouchers (physical or e-vouchers) under any circumstances.