Clocks and ColoursReviews of clocksandcolours.com

Response from Clocks and ColoursOct 10, 2023

Hi Bobby, We're sorry to hear about the situation regarding your item. You reached out to customer support and we were able to assist you on your warranty claim. We will either replace your item or offer a gift card if the item has gone out of stock for warranty claims. As your item was sold out we could not offer a replacement to you, so instead we offered a gift card. You let us know that the gift card would not work for you. We offered a full refund as a solution to you. As a note you were within our 30 day return policy so this is why the refund was an applicable option for you. Support staff did not hear back from you regarding this matter. So instead of holding your return without a solution we decided to refund you. We are really sorry that this solution did not suit you. Our support staff tried their best to assist you while abiding by our policies.

Response from Clocks and ColoursOct 10, 2023

Hi Tiago, Thank you for your review. The reason why your order ended up costing more than what was shown on the website was due to taxes. In this case a 23% VAT was charged as you're located in Portugal. Our support agent described this to you in your initial inquiry. We are sorry for any confusion this may have caused.

Response from Clocks and ColoursOct 10, 2023

We're really sorry for the experience you have went through. FedEx is a reliable carrier but has dropped the ball on your shipment and us at Clocks and Colours are sincerely sorry for the run-around you've experienced. Our support agents have been in contact with FedEx at the time of your inquiry. We reshipped your parcel, filed investigation claims and search and rescue forms to locate your missing parcels. After an investigation your parcels were located but lost initially by the carrier. We understand the wait can be frustrating and not hearing updates for a few days can be disheartening. Understand that our support agents work hard to assist you and locate any missing shipment to get them back into our loyal customers hands.

Response from Clocks and ColoursOct 10, 2023

Thank you for your review. We're sorry that our items did not meet your standards for a quality product. We do offer returns and exchanges 30 days from delivery if you are unhappy with your purchase. All of our sterling silver pieces are designed in Canada and made by our master silversmiths in Bali or Thailand, depending on the item. All of our sterling silver jewellery is priced to reflect not only the cost of materials but also to cover the cost of the time and effort spent designing, manufacturing, revising, quality checking, shipping and marketing the item, all before being priced to turn any kind of profit, which is necessary for employees to get paid. As for your stone, do keep in mind we use natural stones in our items unless stated otherwise. With that being said no two will ever be alike. We appreciate your honesty, we hope our reply gives you more insight to how we price our items.

Response from Clocks and ColoursOct 10, 2023

Thank you for your review, we're really sorry on behalf of the carrier for your parcel going missing. Our support staff has reached out and after investigation with the carrier - they came to the conclusion that your parcel was lost. We have reshipped your parcel with express to ensure a safe and quick delivery.

Response from Clocks and ColoursOct 10, 2023

Hi Andrew, We appreciate your review. Please keep in mind that if a parcel is marked as delivered we cannot refund you back to your payment method as per our policy. We try our best to rectify any issues that may happen during shipment. Understand that our agents have policies and procedures they must follow and if the solutions offered do not work for you it makes assisting you increasingly difficult. We're sorry that our solutions did not meet your criteria for good customer service.

Response from Clocks and ColoursFeb 8, 2023

Hello Charles, Really sorry you had that experience! It looks like you had the ring for well over a month after your request to send it back. At that point your ring was damaged through wear. We are happy to chat to you further about this if needed.

Response from Clocks and ColoursDec 30, 2022

Hey Daniel, Sorry if the rings did not work out, unfortunately all international orders can incur import/customs charges. All shipping info is listed on our site. If you still need assistance, please reach out to CS at [email protected]. Cheers.