Return Policy

We want you to choose your Clerva piece with clarity.

Please read our return policy carefully before placing your order, especially for custom, made-to-order, and personalized jewelry.

Return Eligibility

We accept returns for eligible non-custom items within the return window stated on our website or order confirmation.

To be eligible for return, the item must be:

• Unworn

• Unused

• In its original condition

• Returned with original packaging

• Free from scratches, stains, damage, fragrance, or signs of wear

Items that do not meet these conditions may not be accepted for return.

Non-Returnable Items

The following items are generally not eligible for return or exchange:

• Custom or personalized pieces

• Made-to-order items

• Earrings, for hygiene reasons

• Final sale items

• Gift cards

• Items that have been worn, damaged, altered, resized, repaired, or engraved

• Items without original packaging

• Items damaged due to improper care or use

Custom and made-to-order pieces are created specifically for you and cannot be returned unless there is a confirmed quality issue.

Custom Jewelry Returns

Custom jewelry is made based on your selected design, size, stone, material, or personal request.

Because of this, custom pieces are generally final sale.

Before production begins, please review all details carefully, including design direction, stone selection, size, metal, price, and production timeline.

Once production has started, cancellations, changes, returns, or exchanges may be limited or unavailable.

Vermeil & Normal Wear

Vermeil jewelry requires proper care.

Because vermeil has a layer of gold over sterling silver, the gold surface may gradually show wear over time, especially with frequent exposure to water, sweat, perfume, lotions, chemicals, or friction.

This type of surface wear is considered normal wear and is not treated as a manufacturing defect.

Please follow our jewelry care recommendations to help preserve the finish of your piece.

Exchanges

Exchanges may be available for eligible items depending on product availability and item condition.

Please contact us before sending anything back. Items returned without prior approval may not be accepted.

Damaged or Incorrect Items

If your item arrives damaged or incorrect, please contact us within a reasonable time after delivery.

Please include:

• Your order number

• Clear photos of the item

• Clear photos of the packaging

• A brief description of the issue

We will review the case and help arrange a suitable solution if the issue is confirmed.

Return Shipping

Customers may be responsible for return shipping costs unless the return is due to a confirmed error or quality issue.

We recommend using a trackable shipping service. Clerva is not responsible for returned packages that are lost, delayed, or damaged in transit.

Refunds

Once your return is received and inspected, we will notify you whether the return has been approved.

If approved, your refund will be processed to the original payment method.

Original shipping fees, customs duties, taxes, and handling fees are generally non-refundable unless otherwise required by law.

Please note that it may take additional time for your bank or payment provider to process the refund.

Order Cancellation

If your order has not entered production or fulfillment, we may be able to help cancel it.

Please contact us as soon as possible.

Once an order has been processed, shipped, or entered custom production, cancellation may no longer be possible.

How to Start a Return

To request a return, please contact us through our official email or contact form with your order number and reason for return.

Please do not send any items back before receiving return instructions from us.