Clocks and ColoursReviews of clocksandcolours.com

Response from Clocks and ColoursSep 30, 2025

Hello Chris C., We're sorry for any frustration you are experiencing as the result of your delivery delay involving Colombian customs. Our support team has been in contact with you over the last several days across social media and direct email regarding the delay to your order delivery. We understand that this matter is urgent, and have been responding to you with the utmost care and diligence possible. Unfortunately, the support manager handling your support case was not online during the late hours when we received your numerous messages yesterday evening seeking updates. Our support team typically replies within 24-48 hours, and we ensure all customer concerns are followed up on, especially when involving order issues. Customer trust and confidence in our products and services are our primary concerns. As you are aware, your order is currently in the hands of Colombian customs, where FedEx has confirmed that your order is undergoing customs clearance. Once out of customers, your order will be delivered. Your order is safely on the way, it is simply taking extra time due to delays in your country's local customs, which is outside of our control. Please rest assured that your support case is being looked after, and your delivery concerns will continue to be addressed. You can continue to reach us directly at [email protected]

Response from Clocks and ColoursAug 19, 2025

Hello Oskar, Thank you for providing us with this feedback. We're very sorry that you felt the outcome of your delivery claim did not meet your expectations. We will work to ensure that all of our customers receive their orders accurately and in a timely manner. Under circumstances where orders do not reach their final destination and are not delivered, we will take direct action to help our customers and ensure that they receive what they paid for. If there is an issue with a delivered customer order, we will work with customers to facilitate a replacement or a return at their choosing. However, in situations where orders are marked as accurately delivered, we must rely on evidence provided by both the customer and the delivery carrier to determine whether a reshipment or reimbursement is eligible. As your order was delivered to your location without any clear evidence contradicting the delivery of your order aside from word of mouth from your landlord, we regretfully could not approve your delivery dispute claim. If you do require additional support in the future, we would invite you contact us again directly at [email protected].

Response from Clocks and ColoursAug 1, 2025

Hi Kellan, we're sorry for any misunderstandings you may have derived from your support case. Our customer support team tried to get in touch with you more than once after your initial inquiry about your damaged item, but we did not receive a response from you to help you further. We do require certain steps to be completed when providing remote support for warranty claims, though this process is fairly simple whereby we confirm just a few key pieces of information, and require some images to inspect the issue. Unfortunately, we cannot provide assistance with a warranty claim without this information. If you do require further assistance in the future, our customer support team is available any time, and typically replies in under 24 hours. Thanks for being a loyal customer.

Response from Clocks and ColoursApr 7, 2025

Hi there, we're sorry that you were unhappy with the terms and conditions of your recent purchase. We apologize for any confusion you may have had regarding our return and exchange policy. We do our best to be very upfront with any restrictions there may be around certain items being final sale, including having this information available on each product page. We offer a standard 30-day return/exchange policy from the time of delivery on all non-final-sale or non-clearance items. Clearance items can only be returned for store credit or exchanged for another item. We very much apologize for any inconvenience these restrictions may cause. If you should need any further assistance, our support team is available anytime directly at [email protected]

Response from Clocks and ColoursMar 18, 2025

Hi Stephen, we're sorry that you had some difficulty using the gift card you received from your return. We spoke with our support team and from the details of your support case it appears that you were trying to redeem your gift card using your order number instead of the gift card code. Our team has sent you instructions and information to assist you with redeeming your code. If you have any further questions or concerns, please reach out to us again at [email protected]