Clocks and ColoursReviews of clocksandcolours.com

Response from Clocks and ColoursMar 18, 2025

Hi Elliot, we're very sorry to hear about your disappointment with your delivery experience. Under conventional circumstances where your order was never delivered, we would be happy to reship your order to ensure you safely received your order. We care greatly about our customer's peace of mind, and are willing to go to great lengths to investigate and assist with customer issues to ensure they have confidence in ordering with us every time. Unfortunately, we could not reimburse you for your order as it was marked as delivered to your residence with photographic proof by the delivery carrier, and there was no indication that your package had been misdelivered. While we regret that this was your experience, if you ever require our future assistance, you can reach us anytime at [email protected]

Response from Clocks and ColoursMar 18, 2025

Hi Skyler, we're sorry that you had some difficulty with your order experience due to confusion around shipping times. We can see that your order was submitted on a Saturday, but our shipping teams only dispatch orders on business days, so your order fulfillment was delayed 2 days based on our shipping schedule, which is information disclosed on our website help center. We can also see that FedEx attempted to deliver your order 4 times without success due to no one being available to safely receive the order at the delivery address. While we do our best to control and guide delivery carriers, certain factors like customer absence are out of our control. We tried our best to coordinate with you, and regret that it was not an easier delivery experience. In the end we can see that you were ultimately refunded upon the return of your order to our warehouse, which took some time to be returned by the carrier. Although we wish that you had a more positive shopping experience, if you require further assistance, you can reach out to us anytime at [email protected]

Response from Clocks and ColoursFeb 12, 2025

Hi Philippe, We're sorry to hear of your disappointment involving your boyfriend's ordering experience. While these instances of fraud order flags come up for less than 1% of all of our orders, we must take these situations seriously to ensure the safety of all parties involved. This scenario was not intended to be taken personally, but rather to be treated as a security measure to avoid any risks or negative outcomes associated with fraudulent transactions. While we do our best our override the fraud order flags on specific customer orders with the help of our customers, this isn't always possible. Despite providing some credentials, your boyfriend's fraud order could not be verified as safe to ship. As a safety measure, the order was cancelled and the payment has been submitted for a refund. We realize that this may come as a disappointing experience, and we're sorry that this fraud concern could not be resolved to complete your boyfriend's order. If you or your boyfriend continues to require our assistance, you may contact us anytime at [email protected]

Response from Clocks and ColoursFeb 4, 2025

Hello Mahdieh, we're sorry that you disagreed with the outcome of your missing item claim. While these instances of missing items from orders are incredibly rare, we take them very seriously by investigating our order fulfillment records and shipping details to ensure that the proper order contents are verified. Based on all of our corresponding fulfillment and shipping records between us and the delivery carrier, your package included all of your order contents until the time of delivery. Under different circumstances where the package contents showed any clear signs of tampering, we would otherwise consider a number of viable solutions to offer you, including replacement or reimbursement. Unfortunately, this was not the case based on the details of our investigation when compared to the information and evidence you provided. While we understand you are not satisfied with the conclusion of your claim, we are here to demonstrate our commitment to taking these situations seriously and will continue to provide assistance directly to all of our customers. Should you require further assistance in the future, you may contact us at [email protected]

Response from Clocks and ColoursFeb 24, 2025

Hi Jean, We’re sorry to hear about your difficulty with product sizing and your return/exchange experience. We can see from our support records that our support team verified that the items you received were correct to your order details, and that the issues you may have experienced with your size measurements were likely due to the scale settings that were used at the time of printing your sizing guide at home. We're sorry that this was not an easier sizing experience for you. Fortunately, we offer a 30-day return/exchange window so that customers have the ability to explore sizing and return options when they feel it’s necessary. We appreciate your feedback on return shipping costs. While we do not currently cover return shipping costs for EU orders, we will consider this feedback toward our policies in the future. If you need any support again in the future, please contact our support team directly at [email protected]

Response from Clocks and ColoursNov 18, 2024

Hey Alex, We're sorry that you experienced some difficulty with choosing your ring size. We understand that finding the right fit can be tricky, which is why we offer sizing resources through our website to help with this process. Our rings are measured to be true to size based on our charts, however sometimes the expected fit may different due to errors in the measuring process. Unfortunately, we do not provide paid return shipping for return/exchange orders in the EU. We apologize for any inconvenience this may cause you. If you need any further assistance, our support team is available anytime at [email protected]

Response from Clocks and ColoursSep 30, 2024

Hello Viktoryia, We’re very sorry that you’ve had a difficult time navigating the fraud detection on your order. Please know that this is an extremely rare situation that occurs in less than 1% of all customer orders, where otherwise customers almost always have a seamless shopping experience with us. As you were made aware by the information communicated to you by our teams, unfortunately, your order was detected by our fraud analysis system. This usually means that there was an issue with your credentials or payment. As a result, our shipping and support team took action to override the fraud detection on your order by requesting your cooperation by way of providing an alternate email, and phone number and by providing proof of card ownership. These requests were meant to assist you, not to inconvenience you. In fraud order situations, all orders are held until the fraud flag can be overridden. This is to ensure that the order will not harm the original cardholder or the business in case the fraud concern is legitimate. We do this to protect our customers from fraud, and to protect our business from bad actors. We realize this is not always the case, which is why we take a personal approach to working with our customers to override fraud issues in case a mistake is made. In any situation where a fraud order cannot be overridden, the order is cancelled and a refund is issued to you as the customer. Our fraud detection process is not a scheme and we do not gain or profit from the situation in any way. Our commitment as a company is to uphold your trust and loyalty by being thorough and transparent about our policies, prices and procedures. We’re sorry that this situation has been frustrating for you. Please know nothing about this process was meant to cause you any inconvenience or frustration. If you still would like assistance with your order, you may continue to contact our support team at [email protected]. We are here to help.

Response from Clocks and ColoursAug 19, 2024

Hi James, we're sorry to hear that you experienced an issue with the stone falling out of your ring. This is an uncommon manufacturing issue, but luckily we're prepared to handle this with our lifetime warranty policy in place. Our agents would be happy to walk you through the warranty process, which involves providing some information, including some photos, so that we can review your claim to determine eligibility. Our lifetime warranty policy would ordinarily cover this type of issue. All we need from you at this time is to contact our support team to get the warranty process started. You can reach us anytime at [email protected] and one of our agents will be happy to assist you!