Frequently Asked Questions
Our most frequently asked questions
Which payment methods do you accept?
We accept major credit and debit cards through our payment gateway partner Stripe, as well as Paypal.
How do I modify or cancel my order?
Any order can be changed or cancelled, as long as it hasn’t left our atelier. If you haven’t received your shipment confirmation email and would like to change or cancel your order, please email us as soon as possible at: support@clairetoile.com
What Makes Clairetoile Products Different?
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Creating a piece of handcrafted sterling silver jewelry—or a high-quality candle or wax melt—is never a fast or inexpensive process.
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At Clairetoile, every piece is handmade in our atelier in Oud-Beijerland, The Netherlands. From artisan-crafted sterling silver jewelry to luxury scented candles, our creations are thoughtfully designed and boldly expressive. Whether soft and romantic or bold and untamed, Clairetoile captures contrast in its purest form—where artisan candles burn slow, sterling silver speaks loud, and every piece carries the bold signature of the rogue within.
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Every Clairetoile product is handcrafted—from the pouring of each candle to the silversmithing of every one-of-a-kind jewelry piece. Thoughtfully designed. Expertly crafted. Uniquely original.
Refunds and Returns
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We are sure you will love our products as much as we do, but if you are unhappy with your purchase, you have a right to cancel or exchange your order within 14 days of receipt of the goods. A full refund will be issued provided the full order is returned undamaged within 14 days of cancellation. Customers must bear the cost of returning the goods. For further information please read our full return policy.
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Please note that all items must be returned unused, with authentic labels and in original packaging. If goods returned are not in a re-sellable condition, we may not accept your return. Any promotional gifts received with your purchase must also be returned.
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When returning your goods, please enclose a copy of your original order receipt, the shipping documents and any email correspondence you have had with Clairetoile about your order cancellation or return.
Only products bought directly through Clairetoile (www.clairetoile.com) can be returned or exchanged. If you have purchased goods via one of our retail partners, you must return your products to the original store of purchase, in accordance with their return/cancellation policy. Clairetoile will not accept returns on behalf of other stores or retailers.
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All returns are made at the customer’s own cost and risk. Shipping costs for the returned goods are non-refundable. We will refund the shipping cost of your returns only if the items are faulty or damaged.
We recommend that customers send returns via tracked delivery, as we will not assume responsibility for items lost in transit. We reserve the right to deduct the cost of retrieving the goods if not returned by the customer (unless faulty/damaged). Provided goods are returned in their original condition, a full refund (including your original delivery charges at basic cost) will be made within 14 days from receipt for goods to Clairetoile.
Shipping
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How long does it take to get my order?
We make every effort to ship your orders as quickly as possible. All orders are shipped from our atelier in Holland. Most orders are shipped within 3 – 5 business days following the day the order was placed.
European deliveries will take 2 – 5 business days to arrive.
Overseas deliveries can take anywhere from 6-10 business days to arrive.
Sterling Silver Jewelry Care
To preserve the polish of your sterling silver jewellery, avoid exposure to household cleaning products, bleach and other strong chemicals. We recommend that you store your silver jewellery in its Clairetoile box.
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Sterling silver is a soft precious metal. This means that scratches, tarnishing and dents can occur in your jewelry just by wearing it.
To keep your silver jewelry as beautiful as possible, we recommend that you take it off when you go to bed, go work in the garden, play sports, clean or do anything else that can put a strain on your jewelry. It is also important that you take off your jewelry carefully, and make sure you avoid bending the jewelry (like bracelet cuffs) while doing this.
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Silver can also darken over time. How quickly that happens depends on various factors. You can keep your silver jewelry beautiful for longer by avoiding contact with chemical products (such as soaps, lotions, oils and gels), taking off your jewelry when you perspire and by storing it in its original box.
Moreover, it is important to store your jewelry in such a way that it cannot be scratched by contact with other jewelry. We recommend cleaning your silver jewelry regularly with the provided cleaning cloth.
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If, over time, your silver jewelry tarnishes, apply a small amount of our Silver Polish Spray to a soft cloth (not the one that comes with your jewelry), then gently rub the silver with the cloth several times. Rinse the silver thoroughly in warm water and blot dry and shine your silver with our polishing cloth to remove tarnish and restore shine.
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JEWELRY WITH STONES
Because gemstones are natural products, the color and pattern may vary slightly from stone to stone. To keep stones beautiful, it is important to handle them consciously and carefully. For example, stones are sensitive to sunlight, moisture, oils and chemicals: chemicals and oils can even penetrate over time and cause color changes.
Influences such as sweat, perfumes and lotions can have the same effect. To keep the stones in your jewelry as beautiful as possible, always try to treat them with care.
Candle Care
Carefully read all information and follow the instructions for use provided with your candle or wax melts.
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To get the most from your scented candle:
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Always trim the candle’s wick to 5mm before every burn. This will ensure an even and smoke-free burn, help to prolong the life of your candle and will stop the build-up of carbon on the sides of the glass. Use a wick trimmer to trim the wick if you have one, otherwise, you can use sharp scissors or nail clippers.
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Do not relight your candle when the wax level is less than 1cm as your container may get very hot without enough wax/ wick to burn properly.
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When you light your candle for the first time, allow it to burn until the wax has melted to the very edge of the glass (maximum 4 hours). This will ensure the candle burns evenly down the glass and lasts for as long as possible. When you have extinguished the flame, if necessary, re-centre the wick in the liquid wax.
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For subsequent burns, do not burn any candle for more than four hours at a time and allow it to cool for at least two hours before relighting. Do not burn a candle all the way down to the bottom. Discontinue the candle when 5mm of wax remains.
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Remove dust cover before use and replace it when the candle has cooled. Store candles in a cool, dry place to protect their integrity.
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Keep candles out of direct contact with sunlight, heat and humidity.