Return, exchange & refund
- If you want to make an exchange or a refund, you've come to the right place!
- We offer free* returns and exchanges in Europe for 30 days after the date of receipt of your order.
- You can return your item to us for an exchange, a credit note (in the form of a gift card) or a refund.
*If you received a free shipment, we cannot offer you the return in case of a refund request, otherwise we would be at a loss. Therefore, a fee will be deducted from your refund (France 5€ / Europe & UK 10€).
How to make a return or exchange on Klow?
- Fill out our form by following this link > Request for return/exchange
- We will send you the instructions within 72 hours.
- Thank you for never sending back an article without having made a request via our form.
For a return/exchange to be eligible :
- Your items must be new, they must be returned unworn, washed, in their original condition and with all labels and in their original packaging.
- Please make sure to return all your items within 30 days of their delivery dates.
- For hygienic reasons, bathing suits and underwear should be tried on over your underwear. We cannot accept a return if the garment has already been worn or soiled.
- Free return: the first return is offered by Klow, but please note that if you have already received a free return on an order, the second return will be at your expense (we are a small business and need to offer a responsible service).
- In case of doubt about a product, or the size you need to choose, our team will be happy to help you send us a message on the chat, or on firstname.lastname@example.org.
Non-exchangeable / refundable items :
- Gift Card
- Hats & Socks
- Cosmetic Products
- Pre-order item (product on request)
- OMYBAG items
At Klow we offer the first exchange free of charge:
- If you would like an item in a different size or colour or if you wish to exchange it for another item
- In case of doubt, send us an e-mail on email@example.com or via the chat.
If you have received an incorrect or damaged / faulty item, please contact us immediately at firstname.lastname@example.org with your order number and a photo of the faulty / faulty item. We will make sure to get back to you as soon as possible to offer you a solution.
Once we receive your return, our logistics team will ensure that everything is in accordance with our returns policy and that the item is in good condition. As soon as your return has been validated, our team will ensure that your refund is made as soon as possible, using your original payment method. You will receive an email confirmation of your refund once it has been processed.
If you pay with a gift card, the refund will be in the form of a gift card.
Please note that once your return has been received and validated, you will be refunded the original amount (minus the initial shipping charges) within 14 days.
Each product sheet has a box "Shipped by", which will allow you to know, who is in charge of the shipment. Us or the brand. Our products are only shipped by us or our partner brands. In both cases, Klow remains your contact, if you have any questions, exchange or refund requests, please contact us.
As a customer, please note that you are in charge of the information you give us for each order, such as the delivery address, your personal details.
Please be sure to include all important information, such as door codes, intercom systems or any other information that will allow us to deliver your package to you in a timely manner.Klow and its partner brands cannot be held responsible in case of impossibility of delivery of a parcel, if ever a customer information is incomplete or missing.
In case of missing information, the client is in charge of contacting the carrier on time, to give them the correct and complementary information to make sure the parcel can be delivered. If you need any help in the procedure, please contact our customer service team at email@example.com, they will make sure to give you all the information and contact numbers to help you manage the situation.