Frequently Asked Questions

Unfortunately, we can't change or cancel orders due to logistical constraints. Therefore, you will need to return your order for a refund and place a new one for the desired product. For more information, please visit our return policy here: cluse.com/pages/return-policy

Unfortunately, we can’t change the shipping or billing address once an order has been placed. Therefore, we advise you to request a change of address directly from the carrier through the shipping notification you have received via email. We apologize for any inconvenience this may cause.

Just placed an order on CLUSE.com and haven't received your confirmation yet? Please wait up to one hour and check your spam folder. If you still haven’t found the confirmation email, contact our customer care team at care@cluse.com.

To know when a CLUSE product will be back in stock, simply sign up for our waiting list on the desired products page. If this option is unavailable, please check with our resellers if they have it in stock: cluse.com/pages/store-locator.

We offer gift wraps at the price of 1.95 EUR per piece. This service is available when you place an order on our website. Once in your cart, you can tick the box "Add gift wrapping". Due to the different sizes of our items, we recommend that you choose one gift wrap per item. The size of the gift wrapping is: 10 x 14 x 26 cm. Please note that gift wraps are not suitable for CLUSE bags and backpacks.

Unfortunately, it is not possible to have your parcel delivered to a local pick-up point. Therefore, the shipping address should either be a home address or a work address.
Please note that if you are absent, the carrier may deliver your parcel to a nearby pick-up point.

If you would like to know if a store near you keeps a certain CLUSE product in stock, we kindly advise you to contact the store directly. Please take a look at our store locator for an overview of all CLUSE resellers: cluse.com/pages/store-locator

Once your order has been placed, it will be shipped within 1 or 2 business days. The delivery time depends on the delivery method and the country. CLUSE offers a standard delivery and an express delivery method. For more information, we kindly advise you to check our shipping policy: cluse.com/pages/shipping-policy

Once your order has been placed, it will be shipped within 1 or 2 business days. If you haven’t received the shipping confirmation via email, we kindly ask you to check your spam. Please note that it can take up to 3 business days for the tracking to be active. If the tracking status has not been updated or your parcel seems to be stuck, please contact our Customer Care Team at care@cluse.com.

For most countries, CLUSE offers free standard delivery. However, depending on the address and the product, we may charge an additional delivery fee up to 20 EUR. Upon arrival of your parcel, you may have to pay import duties and taxes depending on your country as well. For more information, we kindly advise you to check our shipping policy: cluse.com/pages/shipping-policy

Additionally, CLUSE offers an express delivery method as well. You have the choice to select the paid delivery option at the check-out. The express delivery fee will be added to the shopping cart’s value and, if needed, to the additional fee for selected countries.

If your order is marked as delivered, but you have not received it, please contact our Customer Care Team at care@cluse.com.

If the tracking status says that your parcel has been returned to the sender, please contact our Customer Care Team at care@cluse.com.

If you order from outside of the EU, you may have to pay import duties and taxes upon arrival. Their payment is at your own responsibility. CLUSE has no control over these charges and we cannot predict their amount. For further information, we kindly advise you to contact the local customs office.

If your order doesn’t meet your expectations, you can return it within the trial period of 30 days. This trial period starts the moment your order has been delivered.

For selected countries, you can return your items in a few simple steps using our return portal: cluse.intelligentreturns.net/main/landing?lang=en

If you are not able to make use of the return portal, please follow the steps below:

• Tick the reason for the return on the return form, that is included in the parcel
• Include the package slip and the return form in the return shipment. Without this information, our warehouse cannot link the return shipment to your order
• The return address is as follows:
  • Radial / Europe Watch Group B.V. CLUSE Returns
  • Siriusstrasse 200
  • 06116 Halle (Saale)
  • Germany
• We recommend sending your return with tracking and keep evidence of the return, as it is your responsibility to ensure the safe return of the item

For more information, please visit our return policy: cluse.com/pages/return-policy

If your order is damaged upon arrival or incomplete, please contact our Customer Care Team via care@cluse.com within 24 hours after receiving your parcel.

If you have returned your order using our Return Portal, you can keep track of it here: cluse.intelligentreturns.net/tracking. Please note that the return will first be delivered to a local distribution point, from where the package will be sent to our warehouse in Germany. You will be refunded once the return has arrived.

If you didn't return your order with our Return Portal, you can keep track of it with the tracking information provided by the carrier of your choice.

When the return is delivered to our warehouse in Germany, you will receive your refund within a period of two weeks. If you have made your return via our Return Portal, the status for a completed return will be: "Delivered to retailer". Within two weeks, you will receive an email to notify you that your refund has been processed. If this period has passed, and you still have not received your refund, please contact our Customer Care Team at care@cluse.com

CLUSE watches do not contain lithium batteries. Therefore, we advise to explicitly mention this to the postal carrier, so that the shipment of your parcel to Germany will not be refused.

You can place an order using iDeal, credit card, PayPal, Sofort bank transfer and KLARNA. Additionally, we provide the service of express checkouts using Shop Pay, PayPal and Google Pay.

We do not accept payments by check, phone order or cash.

Every new subscriber to our newsletter receives a 10% discount on their first order. For more information, please visit: cluse.com/pages/newsletter-subscription

Additionally, don't forget to check our current special offers here: cluse.com/collections/sale

If your discount code is not working or invalid, please contact our Customer Care Team via care@cluse.com.

Unfortunately, we do not offer any gift vouchers. However, we are pleased to inform you that we offer free returns to most of the countries we deliver to. If the gift you purchased isn't suitable for your loved one, you can return it easily: cluse.com/pages/return-policy

If your watch, jewellery or backpack is defective, please contact our Customer Care Team via care@cluse.com

If your watch is behind or does not give the correct time, we kindly advise you to check the battery with a jeweller or one of our official resellers before contacting us: cluse.com/pages/store-locator

CLUSE grants a two-year warranty period on its watches, jewellery and bags.

The warranty can only be claimed if you have purchased your watch on our website (cluse.com) or through one of our official retailers. For more information, please have a look at our Terms and Conditions: cluse.com/pages/general-terms-conditions

Watches: The warranty covers the watch mechanism. It doesn't apply if the damage has occurred as a result of a fall or a drop. Normal wear and tear due to use and aging is not covered. Please do not take your watch for a swim, into a sauna nor hold it under water as this is not covered by our warranty.

Jewellery: The warranty covers manufacturing defects as well as non-conformity from the date of receiving the product. Normal wear and tear due to use and aging is not covered. Avoid any contact with water and cosmetics as this is also not covered by our warranty.

Bags: The warranty covers manufacturing defects and non-conformity from the date of receiving the product. The warranty does not cover any damage caused by misuse, neglect, accidents, abrasion, exposure to extreme temperatures, solvents, acids, water, normal wear and tear or transport damage.

If there is a problem with your watch, jewellery or backpack, please contact our Customer Care Team at care@cluse.com.

We offer paid repair for our watches. To request a repair for your watch, please contact our Customer Care Team at care@cluse.com.

Unfortunately, we don’t provide paid repair on jewellery or bags.

CLUSE recommends a maximum load of 8kg for backpacks and 2kg for shoulder bags. Please be mindful not to exceed these limits, as overloading may cause damage to your bag.

To ensure the longevity of your CLUSE product, please try to avoid contact with perfume, cosmetics, and cleaning products, as well as rough or sharp materials, as these can damage the material. When not in use, we recommend storing your bag in a clean, dry place and avoiding excessive folding.

For backpacks, we highly recommend using both adjustable shoulder straps to carry your CLUSE backpack on your back for optimal comfort and durability.

To keep your CLUSE bag looking its best, we recommend gently wiping it with a damp cloth using only clean water to remove any impurities. Please avoid using any cleaning products, as they may damage the material. Additionally, CLUSE bags should not be placed in washing machines or dryers.

All our bags have an approximate weight of 0.8kg.

Before you start using your CLUSE watch, make sure to remove the foil on the glass and the little piece of plastic between the crown (the button which allows you to adjust the time) and the watch face. Afterward, you will be able to push in the crown and the watch should start ticking.

If your watch is running behind or showing incorrect time, we kindly suggest having the battery checked by one of our official resellers: cluse.com/pages/store-locator

Please note that opening the watchcase yourself will void the warranty.

If your watch continues to malfunction after a battery check, please contact our Customer Care Team at care@cluse.com.

We kindly suggest having the battery changed by one of our official resellers: cluse.com/pages/store-locator

Please note that opening the watchcase yourself will void the warranty.

CLUSE watches are suitable for everyday use. However, the watch is not suitable for showering, swimming and other water-related activities. Please note that CLUSE watches can also be influenced by water vapour and condensation caused by warm environments or conditions. Damages caused by water inside the watch are not covered by the warranty.

Our women’s watches weight between 30 – 50g and our men’s watches weight 100 – 150g. Depending on the model and the strap material, the weight of our watches vary. Watches with a leather strap are lighter than stainless steel strap watches.

Currently, we do not offer any options to have a personalized message engraved on your CLUSE watch. However, you can go to your local jeweller to personalise your gift.

We only want the best for you, and so we have carefully chosen the material of our CLUSE jewellery for its quality, durability and aesthetic. Therefore, we use stainless steel and natural stones. For more information, please visit our jewellery guide here: cluse.com/pages/jewellery-guide

We recommend gently cleaning your CLUSE jewellery using a soft cloth to restore shine.

We highly recommend avoiding contact with liquids and cosmetics. Also, protect your CLUSE jewellery from shocks and hard/rough materials as this may cause scratching or tarnishing.

To keep your jewellery looking beautiful, we kindly advise taking off your jewellery when sleeping, bathing and doing physical activities.

Most of our jewellery is adjustable with extender links to fasten at different lengths for a preferred look. The exact sizing can be found in the specifications on the product’s website.

Necklaces: CLUSE necklaces come in lengths from 400 mm to 585 mm. Therefore, they are perfect to wear solo or layered. For the ultimate layering look, we recommend mix & matching necklaces of different lengths.

Bracelets: CLUSE bracelets have an adjustable length from 160 mm to 200 mm.

Anklets: CLUSE anklets have an adjustable length from 220 mm to 260 mm.