Clocks and Colours

Hey Jonathan, we're very sorry for the difficult and frustrating situation involving your order. Your order was impacted by a logistical issue that our team worked exhaustively to resolve to try and get your order to you. Unfortunately, the delivery carrier failed to cooperate with our repeated attempts to fix this for you, and we regret that you were inconvenienced. This was a completely rare and isolated scenario, and not the experience we want for any of our customers. The delivery carrier has taken a very long time to return your order to us, and it wasn't until a couple of days ago that there was any indication that your order was returning to us. Your order should be arriving for return delivery this week, and we will process your refund right way once received. We sincerely apologize for this experience and appreciate your extensive patience throughout this process. We will use your feedback to improve our operations moving forward, as accountability and customer trust are our primary concerns.

Thanks so much for this shout-out, Timo! We really appreciate your ongoing support. Hit us up anytime you need further assistance. Our customer support team is here for you.

Hi Joshua, We're sorry about your confusion regarding your returns. We have triple-checked your orders and can see that all of the available funds involved in both your original purchase and your exchange have been fully refunded to you for several days now. We understand that the core of your concerns, which were communicated in your emails to us, was that your bank has not reinstated the funds. However, we have shown you detailed screenshots of all of your transactions, demonstrating that all possible refunds have been submitted as per your request. We strive to resolve matters that are in our control to the best of our ability. However, we can't control whether your bank is taking extra time to return your funds to you. We do recommend that you contact your bank and have them take a closer look at any of the potential concerns you may have with your refund. We'll do everything we can to be of assistance. You can continue to reach us at [email protected] for further assistance.

Thank you so much for your incredible support and loyalty. Hearing that you’ve built a collection of over a dozen pieces and have consistently had positive experiences truly means a lot to us. We’re especially glad our team was able to process your warranty claim quickly and make the experience smooth for you, that level of care is exactly what we strive for. Your confidence and trust are the highest compliments we could receive. We look forward to continuing to be part of your collection for many years to come.

Thank you for your honest feedback and for your continued support. We’re really glad to hear that you’ve enjoyed the craftsmanship of your pieces and that our customer service team has been able to support you with replacements and refunds whenever needed. That said, we also truly appreciate you sharing your thoughts about durability, feedback like this is incredibly valuable and helps us continue improving. Our goal is always to create pieces that not only look great but also last, and to stand behind our customers if anything doesn’t meet expectations. Thank you again for your trust in Clocks and Colours it means a lot to us, and we look forward to continuing to serve you.

Hi Kalali, we understand that peace of mind about your order is important to you. We can see from your recent order history that your order is still in transit, and isn't lost. Your order is supposed to be delivered in the next 24 hours by USPS. If you need further assistance, you can reach out to us directly by email via [email protected].

We’re thrilled to hear that your rings continue to impress and that you’re receiving compliments on them every day. Knowing that our customer service and product quality have consistently met your expectations really means a lot. We also greatly appreciate your recommendations to co-workers, word of mouth like that is invaluable. Thank you again for your trust, and we look forward to continuing to provide you with pieces you love for years to come.

Hey Jon, Thanks so much for your feedback! Our support team works hard to impress our customers; we're glad we could win you over.

Hey Ansh, we really appreciate you taking the time to give this feedback, and we’re very sorry for the difficult situation and frustrating experience. Regretfully, shipping times on many customer orders were extended during the holiday season due to an extensive backlog at our warehouse. We understand your order took longer to arrive than you expected, and we’re very sorry for the inconvenience. When submitting a warranty claim, we do require certain steps to be taken to ensure that we have everything on record, including photos and order information. It sounds like our online portal wasn’t working, and we can see that the agent assisting you tried to use different methods to get the claim information needed to finalize your claim. Under our warranty policy, when items are not in stock for replacement, we offer a store credit instead. We do not offer refunds for warranty claims, but we understand and appreciate your input given how recently the order was delivered, and will be using this information to consider changes to our existing policy. We are sincerely sorry for this situation and for the experience, and will be using this as a learning experience for us to improve the overall customer experience moving forward. If you do decide that you need further assistance, please contact our support team directly at [email protected]

Hi Victoria, we're really sorry to hear that you had a difficult time manage your return/exchange request. Typically, we have a self-service return/exchange portal where customers can find their online order and see all available options. If ever there is an issue with our online portal, our support team is equipped and ready to provided high level assistance with ensuring that customer requests are addressed or actioned in accordance with our return/exchange policy. We appreciate your feedback in this matter as we are aiming to constantly improve the customer experience. It sounds as though your return request was resolved, however if you do need any further assistance you are welcome to contact us again anytime at [email protected]. Thank you.

Hey Tristan, we sincerely appreciate this feedback, and we're sorry for the confusion and disappointment associated with the promotion. There was a discrepancy with the name of the product versus the image used in the ad you saw, where the product on promo was not the same as the image. While we truly understand that confusion in these situations isn't ideal, we cannot always offer a reduction in price on the incorrect product. Had the promotion been for the same product of the same name and style as advertised, we would have been more open to making an exception. When errors occur unintentionally due to technical mishaps, we cannot always afford to offer the product under false circumstances. We will always do our best to come to a compromise wherever and whenever possible. We have addressed this issue with our internal team, and emphasized the importance of avoiding any similar issues in the future to improve customer experience. We are sorry for any disappointment or frustration this situation and outcome may have caused. If you need any further assistance in the future, please contact our support team anytime at [email protected].