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Help / Support

Information

Shipment

Is it possible to track my order?

You will receive a tracking number when your order has been dispatched from our warehouse. Orders to China and Hong Kong will not be provided with a tracking number since they are shipped with a local carrier. 

If your order has not arrived within the stated delivery time, please contact our customer service here.

How much VAT and duty is it in my country?

It’s different for every country. Please contact the local customs office, in your country for more information.

From where is my order shipped?

Orders to Europe. You will receive a  tracking number within 1-4 business days.

Orders to North America and South America are shipped from Hong Kong You will receive a tracking number within 1-4 business days

Orders to Asia (excluding Hong Kong), Oceania, the Middle East and Africa are shipped from Hong Kong. You will receive a UPS tracking number within 2-5 business days.

Orders to Hong Kong are shipped from Hong Kong with SF Express. You will not receive a tracking number for your order.

Orders to China are shipped from Shenzhen with SF Express. You will not receive a tracking number for your order.

 

Shipping Information Estimated Time
USA / Australia  12-30 Business Days
Canada 16-39 Business Days
International  15-40 Business Days

Orders

How do I change or cancel my order?

Please contact our customer service as soon as possible in order for us to change or cancel your order before it is shipped. You can email us .

Why can't I see my order on my account?

You need to be logged in when placing the order for the purchase to be seen on your account. You will receive all necessary order information by email even though you were not logged when placing the order.

Was my order successful?

If money has been captured from your account, the order has reached us and will be processed by our warehouse. Your order confirmation is sent to the e-mail address that you provided when placing your order. You can also see your order status if you log in to your user account. If you have not received a confirmation, please contact our customer service.

Where can I enter my discount code?

Your discount code can be added to your cart which you will find if you click on “Go to Cart” in the upper right corner. The discount will immediately be discounted from the total sum when applying the coupon. Please note that you can only use one discount code per order.

How do I place an order?

To place your order, you choose the item that you wish to purchase and add it to your shopping cart. Then, proceed to the checkout page where you fill in your personal information and pay for the order. Make sure to complete all steps in the payment procedure when paying so that we are able to capture the amount and ship your order.

Payment information

Do I have to pay VAT?

When you order from a country within the EU, Hong Kong, China, Singapore, Mexico or Switzerland (orders below 2 400 SEK) and Australia / New Zealand (orders below 6 000 SEK) you pay the price including Swedish VAT and no other fees are added.

When you order from a country outside of the EU, Hong Kong, China, Singapore, Mexico, Switzerland or Australia / New Zealand, the Swedish VAT is deducted from the price, and instead you pay VAT and customs duty in the receiving country.

The deduction or inclusion of the VAT is to meet the recommended retail price.

Which payment methods can I choose?

You can choose to pay PayPal  Cleopatra's Secret does not directly handle any credit card numbers. 

Why did my order/payment fail?

If you are not able to pay with your debit or credit card, it is usually because your card is issued in another country than the one you are ordering from. we recommend you to try another payment method, as for example Paypal

Exchange/Refund

Exchange Instructions

As a customer, you have the right to return and receive a refund of any purchased products that damaged within 30 days of receiving your order. Please note that the item must be in the exact new condition as when receiving the items.

 

Cleopatra's Secret reserves the right to charge a restocking fee up to 15% at Cleopatra's Secret sole discretion. Return processing may take up to 5 business days from the time your product is received.

 

Pack the jewellery/watches the same way it was delivered. 

Why should I purchase from an authorized retailer?

At Cleopatra's Secret, we want to ensure that your experience with our products is outstanding, before, during and after your purchase. We work exclusively with a select group of partners around the world who have earned the privilege of being an authorized Cleopatra's Secret retailer.

Whether you purchase from a retail store or online, we want you to have an experience that leaves you completely satisfied. Our retail partners have proven to us that they are committed to delivering a consistently excellent level of service.

Why buy from an authorized retailer?

The only way to ensure you are buying an authentic Cleopatra's Secret Jewellery is to purchase it through an authorized retailer or at cleopatrassecret.co.

When you purchase a watch from an authorised Cleopatra's Secret retailer, you can be assured that:

  • You are buying an authentic Cleopatra's Secret Item
  • Your watch will be covered by Cleopatra's Secret refund policy
  • You will experience the highest level of customer service

If purchasing from an unauthorized dealer, such as Amazon, eBay and Groupon, there is a risk of receiving an item that is counterfeit, used or defective. Cleopatra's Secret does not honor any warranty claims that are not accompanied by the original documentation from an authorized retailer.