Returns, Refunds & Exchanges
If you’re looking to return or exchange your order for whatever reason, you're at the right place!
We offer *free returns & free exchanges within 14 days of receiving your order.
You can return your item for an exchange, a store credit (in form of a gift card) or a refund.
*If you have benefitted from a free shipping, we unfortunately cannot offer you the return and it will be deducted from your refund (France 5€ / Europe & UK 10€)
How to initiate a Return or Exchange ?
- Fill out the Return/Exchange form
- We will then send you the return label within 72 hours.
- Send all items back using the label provided.
To be eligible for a return/exchange:
- Your items must be returned unworn, unwashed, in their original condition and with all tags still on.
- Make sure you send back the items within the 14 day return window expires.
- For sanitary reasons, swimwear must only be tried on over your own undergarments. We will not accept any returns that have been worn or are soiled.
- Free Return: the first return are on us, but please note if you've already benefit from a free return in the case of an exchange, the second one will be at your charge (we're a small company and we need to keep things on track).
- If you've any doubt about a product, please contact us on firstname.lastname@example.org or chat with us!
- Gift cards
- Hosiery & Socks
- Beauty Products
- Pre-order (made to order) articles
- OMYBAG articles
At Klow we offer a free first exchange:
- If you want your article in a different size or color
- If you have any doubt please contact us at email@example.com or via the chat.
If you have received a damaged, defect or incorrect item please immediately contact us at firstname.lastname@example.org with your order number and a photo of the damage, or incorrect item you received. We will make sure to get in touch with you as quickly as possible.
Once your return has been received by the warehouse team and is aligned with our return conditions, we will make sure to refund you as quickly as possible via the original payment method. You will receive a refund confirmation e-mail from us as soon as we issue your refund.
If you paid with a giftcard, we will refund you in form of a giftcard.
Please note that we refund the returned items excluding the original cost of shipping and it can take up to 14 working days to be processed.
The items not sent by Klow are specified in the section “Delivery” of each product. These products will be directly sent to you by the brand, following our principles and values.
The products of the marketplace partners are directly delivered by them or their carriers without the intervention of Klow.
The product is delivered by the brand to the address you have indicated when placing the order.
The client is responsible for the accuracy of the information communicated to us, such as the delivery address and the personal information for each delivery. Please make sure, to write all the important information such as door codes or any information that might be relevant to ensure your product arrives on time at your delivery address.
Klow and the marketplace partners cannot be held responsible in case of impossibility to deliver the parcel due to incomplete or wrong delivery address entered by the client.
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.