Frequently Asked Questions

Welcome to the Klowe Help Center. We have compiled a list of the most common questions to help you have a seamless shopping experience. If you don't find what you're looking for, feel free to contact us at cs@klowejewelry.com

1. Ordering & Payments

What payment methods do you accept?

We accept all major payment methods, including Visa, Mastercard, Maestro, American Express, Discover, Diners Club, UnionPay, and Elo. We also support digital wallets like Apple Pay and Google Pay and "Buy Now, Pay Later" via Klarna.

Is it safe to use my credit card on your website?

Absolutely. Our website uses SSL (Secure Sockets Layer) encryption to protect your data. All payments are processed through PCI-compliant gateways, and we never store your full card details on our servers.

Can I cancel or change my order?

You can request a cancellation or modification within 24 hours of placing your order. After this window, the order is sent to our fulfillment center and cannot be changed.

2. Shipping & Delivery

Do you offer free shipping?

Yes! We offer 100% free standard shipping to the United Kingdom, USA, United Arab Emirates, and most European countries.

How long will it take to receive my order?

  • Handling Time: 1-2 business days (Monday–Saturday).
  • Delivery Time (UK): 3-5 business days (Monday–Saturday).
  • Delivery Time (International): 6-7 business days (Monday–Saturday).

Where is my order shipped from?

All orders undergo a final quality check and are dispatched from our warehouse in London, United Kingdom.

3. Returns & Refunds

What is your return policy?

We offer a 30-day return window from the date of delivery. Items must be in their original, unworn condition with all packaging intact.

Is there a restocking fee?

  • For "change of mind" or general returns, a 20% restocking fee is deducted from the refund.
  • If the item is damaged, defective, or incorrect, the restocking fee is waived, and we cover all costs.

When will I receive my refund?

Once we receive and inspect your return, we will notify you. Approved refunds are processed within 10 business days (Monday–Saturday) to your original payment method.

Do you offer exchanges?

We do not offer direct exchanges. To get a different item, please return your original purchase for a refund and place a new order.

4. Product Information

Is your jewelry tarnish-free?

Yes, we use high-quality materials designed to be durable and tarnish-resistant. However, we recommend following our care instructions (avoiding harsh chemicals and perfumes) to maintain the shine for years.

What materials do you use?

We use premium, skin-friendly metals. Detailed material information (such as 18K gold plating, sterling silver, etc.) can be found on each individual product page.

5. Security & Privacy

How do you protect my data?

We comply with UK GDPR and international privacy standards. We only use your data to fulfill orders and improve your experience. For more details, please visit our Privacy Policy page.

Why was my order flagged for verification?

To protect our customers from fraud, our system occasionally flags orders for manual review. If this happens, our support team may reach out to confirm your details before shipping.

Still have questions?

Our dedicated support team is here to help!

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.

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