FAQ's

ORDER & DELIVERY

How do I track my package?

To track your package, click on THIS PAGE, you will only need to indicate your e-mail address and your postcode, or your package number, if you have already received it by e-mail.

How do I get in touch with customer service?

Our customer service is available from Monday to Friday, you can contact us via :

customercare@klow.co 

If you have a more general question about the functioning of Klow and our services, you can contact us via: info@klow.co.

What are your delivery times?

Our orders are dispatched within 24 hours by our logistics centre in Paris or our partner brands. Our delivery time for France is estimated between 3 and 5 working days. For other European countries, it takes between 3 and 6 working days. If you wish to know more, please send us an email at customercare@klow.co.

Find all information related to deliveries here.

I would like to order an item, but how can I be sure to choose the right size?

A sizing guide can be found on each product sheet, in the "Sizing Guide" section.

If despite this information you have a doubt about a garment and the size you should take, we would be happy to help you. Just send us an email with your measurements and other details about your body shape to: customercare@klow.co

What should I do if an item is missing from my order?

It is possible that items ordered at the same time may be shipped separately, delivered by different carriers, and therefore not arrive together at the point of delivery.

To find out more, we invite you to consult the confirmation email of your order, and to follow the delivery of your items. You can also contact our customer service at the following address customercare@klow.co.

Is it possible to cancel or modify my order?

If you made a mistake when ordering, you have up to 1 hour to make changes (size, delivery address, contact). To do this, simply contact us, indicating in the subject line the number of your order. And send us an e-mail to: customercare@klow.co

We ask you to be careful when selecting your quantities, sizes or delivery information. After 1H, your order will be processed and we will not be able to modify the information.

Then, for any modification of information concerning the delivery (additional address, addition of digicode etc...), we invite you to contact the carrier directly. As soon as the delivery is in progress, the name of the carrier and your tracking number will be sent to you by e-mail. 

What should I do if I don't receive the right item or if the item is defective?

Although we're very vigilant about this kind of thing, we're human... So mistakes can happen sometimes, but rest assured our team will do what it takes to put things right quickly.

You can let us know your concern, by contacting our customer service by email via: customercare@klow.co

We ask you to indicate your order number in the subject line of your e-mail and to attach a photo of the item received.

What countries do you deliver to?

Klow ships only to France, the United Kingdom, the United States and the following European countries: France, Monaco, Portugal, Italy, Spain, Andorra, Greece, Malta, Switzerland, Luxembourg, Belgium, Germany, Austria, Czech Republic, Latvia, Poland, Romania, Ireland, Denmark, Sweden, Finland and the Netherlands and to the United States.

What if I don't receive my package?

First of all, we invite you to check the delivery status of your package, via the carrier's tracking link. This link was communicated to you by e-mail during the validation of your order. If you still have problems with the delivery of your package, we invite you to contact our customer service at customercare@klow.co.

Do I have the possibility of having my order delivered to a relay point?

We do not yet have relay point delivery, but this feature will soon arrive at Klow. In the meantime, you can have your order delivered directly to your home. If you have a specific question about our delivery methods, you can send us an e-mail to customercare@klow.co.

Where can I find information about your delivery and returns conditions?

All information concerning delivery is available ON THIS PAGE.
Information regarding returns, exchange or refund is available on THIS PAGE.

I would like to be delivered in Switzerland, does Klow pay for the customs fees?

If your order comes from a country outside the European Union, including Switzerland, please note that your order may be blocked at customs and that additional costs will be charged. These costs are to be paid by the customer.



PAYMENT, DISCOUNT AND GIFT CARD

What are the different payment methods accepted on Klow? Is the payment secure? 

On Klow, it is possible to pay your orders by credit card (VISA, MasterCard, American Express) and via Paypal. If you use a credit card, our e-commerce site collaborates with the payment partner Sripe. Just like Paypal, Stripe is a reliable payment partner that makes transactions secure. Our e-commerce site has the "HTTPS" logo, which refers to secure websites.

How do I get a coupon? 

By registering to our loyalty program, you will be able to benefit from exclusive offers on our entire e-shop. To register, simply create your Klow customer account at the top right of the navigation bar.

And if you have not yet subscribed to our newsletter, we offer you a 10% discount voucher on your first order as a welcome gift. It's also the best way to stay informed of the various promotional offers put in place throughout the year!

I have a coupon, how do I use it? 

You can enter your discount code in the "My Cart" section. At the step " validation of my order ", a " promo code " section will allow you to enter your promo code. It will be automatically applied just before the payment and the validation of your order.

Can I accumulate several discount coupons? 

On Klow, it is not possible to accumulate several coupons for your articles. On the other hand, depending on the coupon code, it can be applied to the totality of your order or to a specific item/collection. If you have a gift card, you won't be able to cumulate it with a discount voucher.

I have a gift card, how do I use it? 

Your gift card has a unique code, you can enter your code in the "My Cart" section. You can enter your code in the "My Cart" section. At the validation stage of your order, a "promo code" section will allow you to enter your promo code. The gift card will be applied in the form of a "discount" just before payment and validation of your order.

I would like to offer a gift card, how do I do it? 

f you want to share your values with your loved ones and offer them a Klow gift card, it's possible! All you have to do is click on the following link: BUY A GIFT CARD.



SUSTAINABILITY & IMPACT

How do you select your brands on Klow?

We audit every brand, every garment

To ensure that we offer you the best eco-responsible brands in our catalogue, these are chosen with the greatest care during an audit based on precise criteria that meet our sustainability charter (Ecological materials, manufacturing conditions, respect for workers, etc.). We put transparency at the heart of our approach and the choice of our partners. We categorically refuse brands that do not meet this requirement and our ethical and ecological standards.


For more information, you can send us an e-mail at customercare@klow.co, we are happy to answer your questions about our selection criteria.

I would like to know what materials are used in the products you offer on Klow?

At Klow, we exclusively sell eco-responsible fashion clothing and accessories. All clothes are eco responsible, either made of organic and natural fibers, guaranteed pesticide-free or from recycling. For more information on the materials sold at Klow, you can consult our section ABOUT US.

Is the packaging you use eco-friendly?

In order to offer you an ethical and responsible experience, from the time you place your order until you receive your package, we only use environmentally friendly materials (mainly from recycling). We keep our packaging to a minimum for eco-responsible reasons.

All our packages are made to measure. This reduces waste and the space used during transport.

Our partner brands that ship to the marketplace also use environmentally friendly materials wherever possible. Don't forget to recycle or reuse them!

What do the different labels mean?

You can discover the labels on this page

GOTS (Global Matière biologique Textile Standard)

Only textile products containing a minimum of 70% organic fibres can be GOTS certified. The chemical inputs used, such as dyes and auxiliaries, must comply with a number of environmental and toxicological criteria. Production and processing systems must also comply with environmental rules.

 

PETA

The Cruelty Free PETA label attests that companies using this label do not perform animal testing on their ingredients, formulations or finished products. The specifications of the Cruelty Free PETA label certify in particular the absence of animal testing as well as the absence of material of animal origin (e.g. honey, beeswax).

 

Fair-trade

The Fairtrade label is used to label fair trade goods whose production meets certain social, ecological and economic criteria. This allows small producer cooperatives to obtain a more stable price and establish more sustainable trading relationships. The standards also include criteria for ensuring democratic organisational structures, environmental protection and safe working conditions.

 

Oeko-Tex

The Oeko-Tex label is an international testing and certification system for harmful substances in textiles. It certifies the non-toxicity of textiles and dyestuffs.



GENERAL & TECHNICAL SERVICE

How can I keep up to date with Klow events and news?

We are present on Facebook, Instagram and Pinterest. You can also subscribe to our newsletter in order to receive news on the evolution of our start-up and the arrival of new products. Ps: we also send a lot of useful and fun information to help you adopt a more eco-responsible lifestyle.

How can I subscribe to the newsletter?

It is possible to subscribe to our newsletter directly on our website, via the tab at the bottom right of our website and on the "Home". If you have difficulties to subscribe to our newsletter, please send us an email via customercare@klow.co. 

How do I create a customer account?

It is possible to create a customer account directly on our site, via the tab at the top right of the page: CUSTOMER ACCOUNT

I can't login to my customer account, what can I do? 

First, check that you have not made a mistake in the e-mail address you entered or in your password.
If this is not the case, you can request a password renewal by clicking on "Forgotten password".
If, despite these actions it still does not work, send us an e-mail to customercare@klow.co.

What should I do if I haven't received an email confirming my order?

We invite you to check your mailbox for spam before contacting our customer service to inform us at the following address: customercare@klow.co.

What does Klow do with my personal data?

 

When you buy something in our store, as part of the buying and selling process, we collect the personal information you give us such as your name, address and e-mail address. At Klow, we never give/sell any data to third parties.

If you have clicked on the 'I agree to receive marketing information from Klow' box, we may include your email address in our newsletter database, to send you news about Klow.

If you would like to have more information about how your data is used by shopify (our hosting platform), you can send us an e-mail to: info@klow.co.

In order to offer you the best possible service, Klow uses a few cookies. We do not abuse trackers and other marketing tools. By continuing to browse the site, you declare that you accept their use.

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