Frequent questions

Orders and payments

+How do I order online?

Buying in our online store is easy. You just have to choose your jewel, add it to the shopping cart by clicking "add to cart". Once you have finished browsing our store, and choosing all your Clum jewelry, you must go to the basket icon (top right). Once here, all you have to do is fill in your information and choose the payment method. After making the payment, you will receive a confirmation email. If there is any difficulty to place your order or to navigate through our website, contact us at info@clum.es

+Is it necessary to register to buy?

No. To buy in our online jewelry it is not mandatory to register on the web, you can do it as a guest. It is necessary to provide the data required by current legislation: name, surname and a postal address. To facilitate the purchase process, Clum requests an email address or mobile phone number. In this way, we can notify you when the order is ready to be delivered.

+Can I cancel my order?

Yes. You can cancel your order, as long as its status allows it. To do this, send us an email to info@clum.es and we will inform you about the possibility of cancellation. An order cannot be canceled if it has been shipped.

+An error appears in my purchase, what do I do?

If there is any difficulty to place your order or to navigate through our website, try:

  • Check that you have entered your card details correctly.
  • If it is through PayPal, check that you have written your password correctly
  • Use another card.
  • Use an alternative payment method to the one that is generating the problem
  • Close the browser and try again.
  • Delete cookies or clear your browser cache and try again.

If the problem persists, don't worry, contact us at info@clum.es and we will try to solve it for you as soon as possible.

Returns & Exchanges

+How do I contact customer service?

Our customer service is at your disposal to deal with any possible claim. You can contact us via email info@clum.es or through our social networks, instagram or facebook. Please, wait for us to answer you and avoid creating new requests for the same service, as it could slow down our response and therefore the resolution of your request.

+What should I do if, by mistake, I receive an item other than the one requested?

    If on some occasion, by mistake, you receive an item that you have not ordered, contact us by sending an email to info@clum.es, and we will send the correct one as soon as possible.

    +Are changes or returns allowed?

    We cannot accept exchanges or returns of pieces of jewelry in the event provided for in article 103 of Royal Legislative Decree 1/2007, which refers to:

    -The supply of sealed goods that are not suitable to be returned for reasons of health protection or hygiene and that have been unsealed after delivery.

    Jewelry product and care

    +Are items marked "out of stock" or "out of stock" replaced?

    Don't worry, if an item is out of stock it will show up as "out of stock" and we'll try to restock it as soon as possible.

    + Will the product I buy be the same as the one I see in the photo?

    The photographs that appear on the Web correspond faithfully to the products, made in high quality with the aim of reflecting each jewel in maximum detail. In some cases, the client could find differences in those products in which the raw material itself and its manufacturing process influence the final result, such as products made with natural stones. On the other hand, there may be small differences in colors and details depending on the monitor from which you are viewing our website.

    +How should jewelry be cared for?

    For the care of jewelry, a few simple tips should be followed:

    • Do not do sports or dangerous activities with the jewelry.
    • Avoid contact of the jewel with cosmetic or cosmetic products that can damage its color (perfumes, alcohol, hand soap, laundry detergent, etc.).
    • In the case of gold-plated jewelry, it is recommended not to wet them too much so that the color of the gold does not fade.
    • To clean jewelry, warm water and neutral PH soap should be used. You can use a soft toothbrush and then dry them with a chamois or cloth. Another method (but this only in the case of Silver jewelry not gold plated) take a damp cloth, sprinkle baking soda on it, and let the jewelry rest for a while, then rinse it with water. IMPORTANT: gold-plated pieces require greater care. Rubbing hard can lead to bath leak, so it's important to do it gently to prevent bath wear.
    • It is necessary to frequently check that the closures are in good condition, and not force them.
    • Jewelry should not be exposed to sudden changes in temperature.
    • It is preferable to store the jewels individually in their original cases for proper conservation.
    • If you use a jewelry box to store your Clum jewelry, make sure that the pieces are in separate compartments.
    • Avoid that the chains are closed and flat so that knots do not form.

    * Gold plating is not guaranteed to last forever. The speed with which the gold bath leaves depends on many factors such as the use of chemical products on the skin, the level of body sweating or even the same PH level of each person's skin. For these reasons it is advisable to know that gold-plated jewelry requires more care or, if your experience tells you that it does not last, choose Silver jewelry.