Cancellation Policy

Last Updated: March 4, 2026

At Klowe, we work quickly to process and ship your luxury jewelry orders as soon as they are placed. We understand that circumstances may change and you may need to cancel your order. Below is our detailed policy regarding order cancellations.

1. Cancellation Window

We offer a 24-hour cancellation window.

  • If you wish to cancel your order, you must contact us within 24 hours of placing it.
  • Once this 24-hour period has passed, your order is automatically sent to our fulfillment center for processing and quality checks, and it can no longer be canceled.

2. How to Request a Cancellation

To cancel your order, please follow these steps immediately:

  1. Email us at cs@klowejewelry.com
  2. Use the subject line: URGENT: Order Cancellation - [Your Order Number].
  3. In the body of the email, please provide your full name and the reason for cancellation.
  4. Alternatively, you can contact our Live Chat support during business hours.

3. Cancellation After Dispatch

If your order has already been dispatched from our UK warehouse before the 24-hour window or before we could process your request:

  • The order cannot be canceled.
  • You must wait to receive the item and then follow our Return & Refund Policy
  • In this case, the customer will be responsible for the return shipping costs, and the 20% restocking fee will apply if the item is returned as a "change of mind."

4. Cancellation of "Damaged" or "Incorrect" Orders

If you wish to cancel because you received a faulty or incorrect item:

  • Please refer to our Return Policy. You do not need to "cancel" the order; we will instead provide a full replacement or a 100% refund (no restocking fee) once the error is verified.

5. Refund Process for Canceled Orders

Once your cancellation request is confirmed and approved by our team:

  • A full refund will be issued to your original payment method.
  • Processing Time: It typically takes within 10 business days (Monday–Saturday) for the refund to reflect in your account, depending on your bank or card issuer.

6. Order Adjustments (Change of Mind)

If you do not want to cancel the entire order but wish to change the size, color, or shipping address:

  • This must also be done within the 24-hour window.
  • After 24 hours, no changes can be made, as the package is already prepared for shipping.

7. Cancellations by Klowe

We reserve the right to cancel any order for reasons including, but not limited to:

  • Stock Limitations: If an item is unexpectedly out of stock.
  • Security & Fraud: If our system flags an order as fraudulent or suspicious.
  • Pricing Errors: If there was a significant technical error in the displayed price.
    In such cases, you will be notified immediately, and a 100% refund will be issued.

8. "Buy Now, Pay Later" Cancellations (Klarna)

If you used Klarna for your purchase, canceling your order will also cancel your payment plan. Please note that Klarna may take a few days to update your statement after we process the cancellation on our end.

9. Customer Responsibility

It is the customer's responsibility to ensure that all order details (address, items selected, and contact info) are correct at the time of purchase. Klowe is not liable for orders delivered to an incorrect address provided by the customer if the cancellation/change request was made after the 24-hour window.

10. Contact Information

For any questions regarding your order status or cancellation, please reach out to us:

This website is operated by Klowe, a brand of PGX GROUP LTD.

Legal Name: PGX GROUP LTD

Trade Name: Klowe

Company Registration Number: 16979228

Registered Address: Flat 43 Solomons Court, 451 High Road, London, England, N12 0AW, United Kingdom.

Warehouse/Fulfillment Location: Flat 43 Solomons Court, 451 High Road, London, England, N12 0AW, United Kingdom.

E-mail: cs@klowejewelry.com

Business hours: 09:00 to 17:00 (Monday–Friday), (GMT+00:00) Greenwich Mean Time (London)

Saturday: 09:00 to 14:00 (GMT+00:00) Greenwich Mean Time (London)

Sunday: Closed