FAQ
- My shipment has been delayed, why?
In extremely rare circumstances shipments may be delayed.Our main warehouse is in Toulon, FR. All orders will currently be dispatched from our FR warehouse, we have plans to add warehouses in the US & Australia to improve delivery times in these areas in 2023.
If your order has been delayed for longer than 3 days from your original delivery window please reach out to info@celearchantee.com for assistance.
- What shall I do if something goes wrong?
Celear Chanteè have a team of customer service specialists working 24/7 to provide support.Please include a brief description of your problem along with an order number + name.
Contact info@celearchantee.com
We have an average response time of 12 hours, please only send one support ticket as repeatedly opening tickets will delay our response time to your tickets.
If you'd like to add more information to a response you can reply directly to the email you have sent and this will not open another ticket.
- Is your jewellery made with real gold/ silver?
We offer 10k/14k/18k Solid Gold, .925 sterling silver and 18k 5X PVD Gold Plating. We use real 14k-18k gold in our plating process on all gold plated products. Our pieces are 5 times PVD plated in real gold, which is the highest quality plating method available which we also use in our vermeil pieces. Our plating method is industry leading and we are so confident in the production of our gold jewellery that we offer a lifetime warranty.
- How should I store my jewellery?
Jewellery should be wiped down with a microfibre cloth and kept dry after use. We provide a pouch & box to store your jewellery, these are lined with a tarnish proof microfibre felt. High quality pouches & boxes are always lined with a similar microfibre felt to protect the luster of the gold plated jewellery. If your climate is humid, place a small packet of desiccant crystals inside your storage area. Avoid storing your pieces in direct contact with rubber. Always remove your jewellery when applying any colognes, perfumes or other chemical products. Avoid chlorine, especially at elevated tempatures, as this may cause permeneant discoluariton of your gold jewellery.
- What materials do you use?
Our pieces only use real 14-18k yellow gold, 925 sterling silver and genuine rhodium. Solid gold, 925 sterling silver and 316L stainless steel products are also available. All of our products are strictly tested through all stages of production for quality, durability and longevity of our pieces. We are in full compliance with the regulations set by the Jewelers Vigilance Committee and offer a full lifetime warranty covering any defects with our craftsmanship.
Request a return
- Returning your order:
Please request a return by emailing our support team at info@celearchantee.com
We'll provide you with instructions on how to return your order.
Note: We do not accept returns for custom products or solid gold orders as they are made-to-order and cannot be re-sold. All earrings sales & grills (products intended for oral use) are final due to hygiene purposes.
We allow up to 30 days from date of dispatch to request your return. After this time period our system will not allow for it. There is also a 15% restocking fee for all returns.
We do not currently offer free returns labels. We will, of course reimburse the postage fee should you receive the wrong item or an item in error and have to ship it back.
Please make sure you have tracking and proof of weight for the parcel you're returning.
Please note, all items must be in the original packaged condition in order for us to accept your return. Watches must also have the protective peels in-place.
- Lifetime Guarantee:
All Celear Chanteè pieces come with a Lifetime Guarantee. This entitles you to a one-time replacement of your piece should you experience any manufacturing defects. This includes defective bails, defective clasps or stone faults. This guarantee is voided under intentional breakage, water damage or fading due to wear.
Please note, we can only offer replacements of the exact same item that is damaged, we cannot replace it for another item of the same or different value. If your item is no longer stocked, we can offer a gift card in place of your original item, for the original item amount paid.
To request a replacement for a faulty item or for more details on the Lifetime Guarantee, please email info@celearchantee.com
- Lifetime warranty
Our lifetime warranty allows you to replace your item, once, under warranty at Adamans expense. You'll receive a lifetime warranty & authenticity card with every purchase.
Our lifetime warranty covers:
- Fading/ tarnishing
- Broken clasps
- Missing stones
- Manufacturer defects
Our lifetime warrantydoes not cover:
- Intentional breakages
- Stolen items
- Water damage
- Scratches
The customer will be responsible for shipping costs for repair or replacement.
To claim under warranty please email info@celearchantee.com for a repair or replacement. Please attach images of your damaged item with the subtitle ‘Returns’ and our team will get back to you within 24 hours.
- How do I track an order?
Easily track your order by using the : TRACK YOUR ORDER section.
- Can I cancel an order?
Cancelling your order:
Unfortunately, we are unable to cancel your order after it has been placed. Once you receive your item(s) you can request a return within 14 days, information on how to do this is at the top of the page.
If you have any questions, feel free to email our team at info@celearchantee.com
Celear Chanteè is headquartered in Athens GR. Our warehouse is located in Tulon, FR. Soon, we'll have a warehouse in Ohio, US.
- Does Celear Chanteè have any retail stores?
Currently,Celear Chanteè
does not have any physical shops, stores or pop-up locations. To be notified if this changes sign-up to our newsletter.