Returns + Exchange policy

 FURNITURE

DAMAGED OR FAULTY FURNITURE RETURNS

We have a no return policy on Furniture unless it is damaged or faulty.

In the unlikely event that your item arrives damaged or faulty, please notify CLO Studios within 14 days of receiving the item for a replacement (if available), store credit or a refund. Please submit a damage / faulty return request to our Customer Care Team to assist with organising your return via email or contact us on 07 5455 3310.

You may be required to send us images of the damage for further assessment. CLO Studios will give you the option to arrange a replacement for part/whole of the item or provide you with a store credit or a refund. Any refund is made back to the payment option you chose with your original order. Please do not attempt to return the items before speaking to one of our specialists (you may be responsible for any associate expenses if you do so).

We will not refund or replace a product that you have bought and received where, in our reasonable opinion, the product has: become of unacceptable quality due to fair wear and tear; misuse; failure to use in accordance with manufacturer's instructions; using it in an abnormal way; or failure to take reasonable care.

JEWELLERY + ACCESSORIES

CLO Studios pride ourselves on delivering timeless, quality, and beautiful jewellery and accessories.

We gladly offer exchange for accessories and jewellery items and offer a credit note (excluding postage fees) on all orders should you change your mind within 14 days of receiving your purchase. 

Our credit notes are issued in the form of a gift card and are valid for a period of 12 months. 

Please note we do not issue refunds for a change of mind or for incorrect purchases.

To arrange a return, please contact us via email at hello@clostudios.com.au or phone 07 54553310.

EXCHANGE PROCESS

  • You must request an exchange by email within 14 days of accepting delivery of the product, and arrange return of the product within 7 days after notification.  
  • Proof of purchase must be supplied with your email request, in the form of an invoice or order number. 
  • You are responsible for returning the product in its original condition. It must be unworn in the original packaging. 
  • CLO STUDIOS will inspect the product on its return, and we reserve the right to refuse exchange should we evaluate the product to not be in the original condition. 
  • For international exchanges & returns, you must mark on the courier company’s consignment that the product is for exchange to avoid any customs duties and taxes. 
  • Please note - it is the customer’s responsibility to return the item to us safely. We cannot be responsible for any lost items or any damage to the product through the postal service. 
  • Please wrap the product in bubble wrap to avoid damage and send the product with tracking. 

Please note we do not accept returns when:

  • Items are not returned in their original condition i.e. have been worn, damaged or are sent without original packaging.
  • Items are return outside the specified return timeframe
  • An order includes earrings due to hygienic reasons
  • Should any of the above occur, CLO Studios will not accept the return and will contact the customer to arrange a return at the customer's expense.
  • Returns are at the expense of our customers and under their responsibility until the goods are successfully delivered to CLO Studios.

 FAULTY JEWELLERY RETURN AND REPAIRS

All jewellery is quality checked by CLO, however, from time to time, there may be a rare fault.

If you receive a faulty product, we will gladly repair or replace the original piece if the product was purchased within 6 months.

To notify us of the fault, please contact us via email (hello@clostudios.com.au) or phone and include the below information:

  • Your order #
  • Your full name and address
  • Photographic evidence of the fault along with a brief description

Please note that wear and tear in the course of normal use is not considered a manufacturing fault. Our jewellery is hand made from metals that naturally oxidise and change in time and this is not considered a manufacturing fault.

We also do not accept any returns for tarnished metal that has occurred due to wear or that has come into contact with chemicals of any kind, this includes perfume, moisturisers, hair products and skin care. Please ensure you clean your jewellery with the provided polishing cloth after each wear to avoid any tarnishing. We are also unable to accept returns if in our opinion, you have not taken appropriate care of your purchased item as per our instructions outlined on our care cards, and on our website.